Response and Resolution Times Sample Clauses

Response and Resolution Times. 5.1 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 2.2.2.

Response and Resolution Times. Appendix A

Response and Resolution Times. Appendix A Support Tiers Support Tier Description Service Rates Managed Services Agreement Coverage Appendix B (cont)

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 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.

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. 3.1 The Provider will: (a) use all reasonable endeavours to respond to requests for Support Services made through the helpdesk; and (b) use all reasonable endeavours to resolve issues raised by the Customer, 3.2 The Provider will determine, acting reasonably, in to which severity category an issue raised through the Support Services falls. 3.3 All Support Services will be provided remotely unless expressly agreed otherwise by the Provider.

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. Resolution of a problem may be achieved through the provision of a Workaround, provided that Exiger shall make commercially reasonable efforts to provide a permanent solution to the Problem in a subsequent Maintenance Release. The time to provide a Resolution or Workaround shall be measured commencing on the submission of the technical support request to the Exiger Help Desk and shall conclude when the Problem is Resolved. Response Times and Resolution Times for all Problems apply and shall be determined on a Regular Support Hours basis (i.e. upon receipt of a Problem Exiger will work continuously during Regular Support Hours until Resolved).

Response and Resolution Times. Licensor will respond to and resolve problems so as to meet all of the Service Levels in Software Maintenance Service Levels Table below. Also, subject to Customer’s approval on a case-by-case basis, Users may be asked to provide visibility (via screenshare / webex sessions only) to their ThreatConnect application and/or desktop system for troubleshooting purposes. If Licensor does not satisfy one or more of those Service Levels, RSA (on behalf of its End Users) will receive the Performance Credits specified below.

Response and Resolution Times. 3.1 The Provider will: (a) use reasonable endeavours to respond to requests for Support Services made through the helpdesk; and (b) use reasonable endeavours to resolve issues raised by the Customer, in accordance with the following response time matrix. Severity Example Response time Resolution time Major Unable to access API where the fault lies with the Provider 1 working hour 4 working hours Minor Minor loss of functionality in Provider system 1 working day 2 working days 3.2 The Provider will determine, acting reasonably, in to which severity category an issue raised through the Support Services falls. 3.3 All Support Services will be provided remotely unless expressly agreed otherwise by the Provider.