Response and Resolution Times. Appendix A The following table shows the targets of response and resolution times for each priority level, subject to no dependence on external third parties: Priority Response Time (in working hours) Target to fix * (working hours) Examples P1 Within 1 hour 4 No staff can logon Business applications down for all staff – resolution will be coordinated with business application provider P2 Within 2 hours 8 Single user unable to logon No Email P3 Within 4 hours 16 Single user unable to complete some work (i.e. access to certain drives) P4 within 10 hours 25 Network admin New user setups How do I tasks PC rebuilds Move / add / change a user account / email address Set email redirection / access levels to email accounts A response time is considered as the acknowledgement of the request for assistance and also depends on the contact being within working hours. Support Tiers The following details and describes our Support Tier levels: Support Tier Description Tier 1 Support All support incidents begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated. Tier 2 Support All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced Engineers. Tier 3 Support Support Incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where support is provided by the most qualified and experienced Engineers who have the ability to collaborate with 3rd Party (Vendor) Support Engineers to resolve the most complex issues. Managed Services Agreement Appendix B Service Rates Labour Rate Remote PC Management/Help Desk 8am-6pm M-F INCLUDED Remote Printer Management 8am-6pm M-F INCLUDED Remote Network Management 8am-6pm M-F INCLUDED Remote Server Management 8am-6pm M-F INCLUDED 24x7x365 Network Monitoring INCLUDED Lab Labour 8am-6pm M-F INCLUDED Onsite Labour 9.00am-5.30pm M-F EXCLUDED Managed Services Agreement Coverage Appendix B (cont) Remote Helpdesk and Vendor Management of Client’s IT networks will be provided to the Client by Excalibur through remote means between the hours of 8.00 am – 6.00 pm Monday through Friday, excluding public holidays. Network Monitoring Services will be provided 24/7/365. Hardware costs of any kind are not covered under the terms of this Agreement.
Response and Resolution Times. 3.1 The Provider will:
Response and Resolution Times. 3.1 The tables below outline the target Response Times and Resolution Times in line with the Priority levels as specified in Clause 4. The hours stated are working hours based on Prime Service Hours as defined in Clause 2.2.
Response and Resolution Times. ISV Partner’s support services team is trained on the Certified Solution and ISV Partner will provide, based on the “severity” level of the issue, the following service levels: Severity Level Response/Resolution Time Severity 1 Error ISV Partner will respond with an update or resolution within 24 hours (1 Day). Severity 2 Error ISV Partner will respond with an update or resolution within 48 hours (2 Days). Severity 3 Error ISV Partner will respond with an update or resolutio within 120 hours (5 Days). Severity 4 Errors ISV Partner will provide reasonable tracking and response. The time in which ISV Partner shall provide a circumvention or resolution of an error will be measured from the later of the identification of the error through communication from a End User or Sage Partner or the delivery to ISV Partner of materials required by ISV Partner to replicate the error. Furthermore, should the error be caused or directly related to an error or design flaw in any Sage Products/Services, the time in which ISV Partner will provide a circumvention or resolution of an error will be measured from the date the error or design flaw is corrected in the Sage Products/Services and such corrected application is provided to ISV Partner. Schedule 2 Security Requirements
Response and Resolution Times. The Response Time is measured from when the ticket is entered into the Remedy tool (by the user or the Service Desk personnel) to when an acknowledgement is returned to the user by e- mail and the ticket status is set to “in progress”. This is the amount of time required to record and acknowledge the ticket. Time is only counted during the on-hours support period for a service. The Resolution Time is measured from when the ticket status is set to “in progress” in the Remedy tool to when the ticket status is set to “resolved” in the Remedy tool. Time spent in the “pending” state is not included in the resolution time. If a ticket is re-opened, then time is continues to be counted until the ticket is again set to “resolved”. Time is only counted during the on-hours support period for a service. This reflects the amount of time required to resolve, but not necessarily close, the ticket. Resolution means that a service is restored (if the ticket reports an incident) or a request fulfilled (if the ticket contains a request). After resolution, as a separate step, the user is asked whether the resolution is satisfactory and if the ticket may be closed. Time is only counted during the on-hours support period for a service.
Response and Resolution Times. Based on the priority of the problem, Vendor shall be responsible for ensuring that the following response and resolution times are adhered to: MAXIMUM MAXIMUM RESOLUTION SERVICE LEVEL PRIORITY RESPONSE TIME TIME TARGETS 1-Urgent/Emergency [*] [*] [*] 2-High [*] [*] [*] 3-Medium [*] [*] [*] 4-Low [*] [*] [*] NOTE: ONE BUSINESS DAY = 7:00 A.M. CENTRAL TIME - 6:00 P.M. CENTRAL TIME, OR 11 HOURS.
Response and Resolution Times. 4.1 The Service Provider will:
Response and Resolution Times. The following table shows the estimated targets of response and resolution times for each priority level: Incident Priority Response Time Resolution Time Escalation Threshold Critical Emergency (Service not available all users and functions unavailable). 1 Within 1 hr ASAP –Best Effort 2 hours Urgent (large number of users or business critical functions affected) 2 2 Hrs ASAP –Best Effort 8 hours High (Limited degradation of service, limited number of users or functions affected, business process can continue) 3 Within 8 business hours ASAP –Best Effort 24 hours Normal (Small service degradation, business process can continue, one user affected) 4 Within 24 business hours ASAP –Best Effort 96 hours Low Priority (Maintenance needed, no noticeable degradation to any users) 5 Next Time Not Applicable Not Applicable Support Tiers The following details and describes our Support levels: Incident Support Tier Description Level 1 Support All support incidents begin in Tier 1, where the initial trouble ticket is created, and the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated. Level 2 Support All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced Engineers. Level 3 Support Support Incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where support is provided by the most qualified and experienced Engineers who have the ability to collaborate with 3rd Party (Vendor) Support Engineers to resolve the most complex issues. Managed Services Agreement: Appendix A (cont.) Service Request Escalation Procedure 1. Support Request is Received
Response and Resolution Times. The following table shows the response and resolution times for each priority level for service included under the terms of Section I.; Billable time and other Projects outside the scope of this Agreement do not have guaranteed response or resolution times: Trouble Priority Requires Response Time Required Resolution Time Service not available (all users and functions unavailable). 1 Within 1 hour ASAP – Best Effort Significant degradation of service (large number of users or business critical functions affected) 2 Within 4 hours ASAP – Best Effort Limited degradation of service (limited number of users or functions affected, business process can continue). 3 Within 24 hours ASAP – Best Effort Small service degradation (business process can continue, one user affected). 4 Within 48 hours ASAP – Best Effort Service Agreement APPENDIX A (cont)
Response and Resolution Times. Kanso Software shall provide, based on the severity level of the issue (as defined below), the following customer service response and resolution times: ● Severity Level Response/Resolution Time ○ Severity 1 Error: Kanso Software will respond with an update within 2 hours and a resolution within 36 hours (1.5 days). ○ Severity 2 Error: Kanso Software will respond with an update within 24 hours and a resolution within 72 hours (3 days). ○ Severity 3 Error: Kanso Software will respond with an update within 48 hours and a resolution within 120 hours (5 days). ○ Severity 4 Error: Kanso Software will respond with an update within a reasonable period of time (not to exceed 10 days) and provide a resolution within a reasonable period of time (not to exceed 90 days).
