Response Targets. PowerSchool will make commercially reasonable efforts to ensure that submitted cases are assigned the proper level of priority. “Response Time” is the time it takes before a support agent makes initial contact with the Technical Contact individual who submitted the Case. Except for Priority 0 cases logged by the Customer, response times are calculated within Standard Support Hours. Response Time is not a resolution goal and should not be interpreted as a guarantee of service. PowerSchool will use commercially reasonable efforts to adhere to the time frames listed below. Contractor does not provide resolution targets and Response Time should not be interpreted as a commitment regarding resolution timeframes. Severity Target Response Times Priority 0 – Urgent 1 hour Priority 1 – Critical must have 4 hours Priority 2 – Must have not critical 8 hours Priority 3 – Nice to have 2 business days
Response Targets. 1. SRSB will use its best commercial efforts to meet the targets set out in this Schedule for the Software Maintenance.
Response Targets. 1. STSB will use its best commercial efforts to meet the targets set out in this Schedule for the Software Maintenance.
Response Targets. The following table defines severity class level response timeframes, effort required until resolution, and update frequencies currently employed by XXXX Support staff: Severity Class Initial Response to Customer Effort Required Until Resolution Update Frequencies Class 1 No greater than four hours if reported between 9 AM and 1 PM on normal business days at XXXX's business location. Errors reported other times will receive a response within four hours on the next normal business day at XXXX's business location. Constant effort during normal business hours until relief is provided in the form of a Work-Around or a software hotfix. As mutually agreed but at a minimum, every business day during normal business hours at XXXX's registered business location unless both Parties have agreed to a different frequency.
Response Targets. Individual Force requirement is shown below and are estimated based on known positions at the time of tender and therefore they maybe subject to amendment
Response Targets. Unitrends Technical Support follows a tiered response target system based on issue severity, as defined below. Unitrends will use commercially reasonable efforts to meet response targets but cannot guarantee meeting response targets. Note that Cases generated at the end of the Contract Coverage Hours, for which the Case response target rolls to the next business day, will be responded to the next business day. 12 Severity Level Definition Response Target Severity 1 One or more of the following: • The Customer’s production server or other mission critical system(s) are down • A substantial portion of the Customer’s mission critical data is at a significant risk of loss or corruption • The Customer has had a substantial loss of service • The Customer’s business operations have been severely disrupted • The Customer has not met a major milestone in a required test system • An issue in which the product causes the Customer’s network or system to fail catastrophically or that compromises overall system integrity or data integrity when the product is installed or when it is in operation (i.e., causing a system crash, loss or corruption of data, or loss of system security) and significantly impacts the Customer’s ongoing operations in a production environment. Requires an immediate workaround or solution. One (1) Business Hours Severity 2 • A problem or issue is adversely impacting production operations, but the production system is not down; product operates, but is seriously restricted. Three (3) Business Hours
