Response Time Service Level a. Definition(s).
Response Time Service Level. Lumen continuously monitors all Managed Devices and provides on-site maintenance and repair once Lumen has determined, through fault isolation, that a Managed Device has experienced a fault (i.e. “problem dispatch”). Lumen will begin remotely working to resolve the issue within the response times listed in Table 5.3.1. Prior to Lumen’s response, or, if Customer requests maintenance assistance, Lumen may request Customer to verify that the local environment (including power, WAN/LAN connectivity, inside wiring / cabling etc.) has been diagnosed and ruled out as the source of the reported fault. This Response Time Service Level does not apply to the Security Upgrade option for Lumen SD-WAN with Versa Networks, Customer applications hosted on the Edge Gateway Service, or Self-Managed Lumen SASE Service.
Response Time Service Level. The Cloud Services product support team will strive to respond to support requests from Your Administrator Users within one (1) business day. Exhibit 3 Quote Name Mt. Diablo Unified (CA) Created Date 3/1/2023 Company Address 000 Xxxxxxxx Xxx XX Xxxxx 000 Expiration Date 5/26/2023 Contract Start Date Contract End Date Atlanta, GA 30316 US 5/15/2023 7/3/2023 Quote Number 31356 Contact Name Phone Email Xxxxxx Xxxxxxx (000)000-0000 xxxxxxxx@xxxxx.xxx Bill To Name Bill To Mt. Diablo Unified (CA) 1936 Xxxxxxxx Dr. Concord, CA 94519 United States Ship To Name Ship To Mt. Diablo Unified (CA) 1936 Xxxxxxxx Dr. Concord, CA 94519 United States Product Code Product Product Description Sales Price IIQ-6200 iiQ Assets Incident IQ Assets product (add-on), Subscription $4,553.12 IIQ-9000 iiQ Launchpad On-boarding Services Implementation of Incident IQ Cloud Services, one-time fee $8,072.03 IIQ-1000 iiQ Platform with Ticketing Incident IQ Platform with iiQ Ticketing core product, Subscription $6,504.45 Total Price $19,129.60 Notes Year 1: Prorated quote attached Initial prorated Start: 05/15/2023 Prorated period End: 07/03/2023; initial payment due 06/15/2023 Subsequent renewals to run annually to be billed on or before August 4 of each respective year. Yr 2: 07/04/2023-07/03/2024; Yr 3: 07/04/2024-07/03/2025; Yr 4: 07/04/2025-07/03/2026; Yr 5: 07/04/2026-07/03/2027; Product: Price (Yr. 2): Price (Yr. 3): Price (Yr. 4): Price (Yr. 5): iiQ Platform w/ Ticketing $47,483.00 $48,432.66 $49,401.31 $50,389.34 iiQ Assets $33,238.00 $33,902.76 $34,580.82 $35,272.43 Total $80,721.00 $82,335.42 $83,982.13 $85,661.77 District may launch implementation at the receipt of the purchase order. All Incident IQ products and services are purchased and delivered pursuant to the Incident IQ Cloud Services Master Subscription Agreement, as found at xxxxx://xxx.xxxxxxxxxx.xxx/legal/master-services-agreement, along with any applicable Supplements (available at xxxxx://xxx.xxxxxxxxxx.xxx/legal). All of the aforementioned are incorporated into this ordering document by reference to the maximum extent
Response Time Service Level. The Response Time Service Level relates to the Response Time within which Orange responds to an incident ticket in relation to the relevant level of management of the Managed Applications Service. The Response Time Service Level for each Service Unit is as set out in Table 5. Table 5: Response Time Service Level Response Time Level of Support: Standard Business Premier Incident priority Priority 1 12 hours 1 hour 30 minutes Priority 2 1 WD 2 hours 1 hour Priority 3 1 WD 24 hours 8 hours
