Common use of Response and Resolution Time Service Levels Clause in Contracts

Response and Resolution Time Service Levels. Response and Resolution times will be measured from the time Supplier receives a Support Request until the respective times Supplier has (i) responded to, in the case of response time and (ii) Resolved such Support Request, in the case of Resolution time. “Resolve” (including “Resolved”, “Resolution” and correlative capitalized terms) means that, as to any Service Error, Supplier has provided the University the corresponding Service Error correction and the University has confirmed such correction and its acceptance thereof. Supplier will respond to and Resolve all Service Errors within the following times based on the severity of the Service Error: Support Request Classification Service Level Metric (Required Response Time) Service Level Metric (Required Resolution Time) Critical Service Error One (1) hour Three (3) hours High Service Error One (1) hour Four (4) hours Medium Service Error Three (3) hours Two (2) Business Days Low Service Error Three (3) hours Five (5) Business Days

Response and Resolution Time Service Levels. Response and Resolution times will be measured from the time Supplier receives a Support Request until the respective times Supplier has (i) responded to, in the case of response time and (ii) Resolved such Support Request, in the case of Resolution time. “Resolve” (including “Resolved”, “Resolution” and correlative capitalized terms) means that, as to any Service Error, Supplier has provided the University Organization the corresponding Service Error correction and the University Organization has confirmed such correction and its acceptance thereof. Supplier will respond to and Resolve all Service Errors within the following times based on the severity of the Service Error: Support Request Classification Service Level Metric (Required Response Time) Service Level Metric (Required Resolution Time) Critical Service Error One (1) hour Three (3) hours High Service Error One (1) hour Four (4) hours Medium Service Error Three (3) hours Two (2) Business Days Low Service Error Three (3) hours Five (5) Business Days