Response Expectations. Immediately upon Provider’s knowledge that the System failed to operate in conformance with the Services Description and other specifications, Customer will classify the problem according to the Problem Classification Table, above, and Provider will assign engineers to resolve the problem as required in the Response Expectation Table, below.
Response Expectations. If services for which Xxxxx Fargo Bank is responsible fail to operate in conformance with the agreed specification or applicable documentation, either Xxxxx Fargo Bank will itself note the problem or PayPal may notify Xxxxx Fargo Bank by calling the Xxxxxx Xxxx Operations at 000-000-0000, Option 2, available on a 24×7 basis. If services for which PayPal is responsible fail to operate in conformance with the agreed specification on applicable documentation, either PayPal will itself note the problem or Xxxxx Fargo Bank may notify PayPal's Senior Director of Financial Systems of the problem by email or by telephone. Xxxxx Fargo Bank or PayPal, as the case may be, will immediately classify the problem and assign engineers to resolve problems at the level of effort indicated by the Response Expectation Table. New cases will be classified at level 3 until a determination can be made. Xxxxx Fargo Bank or PayPal, as the case may be, may reclassify a problem as work arounds are developed or the severity is diminished, subject to the consent of the other of PayPal or Xxxxx Fargo Bank, as the case may be, (such consent not to be unreasonably withheld or delayed). Both parties will make best efforts to provide ongoing and timely updates on the status and progress of problem resolution.
Response Expectations. In the event that an error is discovered in the Licensed Software which causes the software not to operate in conformance with the published specifications or applicable documentation, Customer shall notify Active Software in writing (email or fax) of the error (including a reasonable description and the severity level based on the Problem Classification Table). Active shall respond to such notice and will make reasonable efforts to assign engineers to resolve problems at the level of effort indicated by the Response Expectation table. If unspecified most new cases will be set to a severity level of 3 until a clearer determination can be made. The following Response Expectation table specifies the level of response that will be given to a customer issue at each step of the process based upon the assigned severity of the problem. The table specifies the maximum amount of time elapsed to complete each step.
Step 1 represents the acknowledgment of a customer's problem and the beginning of information gathering process.
Step 2 represents the time frame by which the problem is being actively addressed and a temporary patch, correction, or workaround is provided. The goal will be to provide a fix or a work-around for a problem as soon as possible. Critical issues will be worked on continually during the business day until a satisfactory problem resolution can be reached. To have work continue on problems during non-business hours requires the purchase of a 24x7 coverage plan and the commitment by the customer to make their resources available on an after hours basis as well.
Step 3 represents when a permanent solution will be available. This may be in the form of a tested permanent patch or a completely new release depending upon what the problem requires and time allows. When possible permanent fixes will be provided in the next scheduled release. SEVERITY STEP 1 STEP 2 STEP 3 1 (Critical) 2 business Immediate and Within 60 hours continuing calendar effort during days. the business day.
Response Expectations. Table 1 below specifies the level of response that will be given to an issue raised by Company based upon the assigned severity of the issue. Severity 1 Within 3 hours Provide a fix or workaround within 2 business days of trouble ticket submission Severity 2 Within 5 hours Provide a fix or workaround within 1 week of trouble ticket submission Severity 3 Within 6 hours Provide a fix or workaround by the release of the next Major Release Severity 4 Within 8 hours Address the query in a commercially reasonable and timely manner *All times calculated based on business hours except that Severity 1 issues will be based on 24x7 response times only for customers that purchase an Extended Support subscription. If an issue is solvable, depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or advising Company of an available software fix.
Response Expectations i. Contractor shall be required to have a single-point-of-contact phone number, available 24/7; a paging system is not allowed.
A. If no contact can be made by the Dispatcher, the next Contractor on the Roster will be dispatched.
ii. The Contractor will call the RF&R Incident Commander (or designee) within 15 minutes of receiving the initial call-out from PDSI.
A. If no contact is made by the Contractor, the Incident Commander may call PDSI to contact the next Contractor on the Roster to be dispatched.
iii. Contractor must respond on scene within ninety (90) minutes. If for any reason this time cannot be met, the Contractor must notify the RF&R Incident Commander.
A. If Contractor does not arrive within ninety minutes, the Incident Commander is authorized to call PDSI to contact the next Contractor on the Roster to be dispatched, and the call-out to the first Contractor will be cancelled.
Response Expectations. Samsung will respond to Company based on the response times indicated in the SLA table.
