Response Time SLA Sample Clauses

Response Time SLA. The time it takes Optimity to respond to a Customer request for support after it is raised through Optimity’s support system per the immediately preceding clause above and Optimity opens a support ticket is the “Response Time” for purposes of this Hosting SLA. Optimity is deemed to have responded when it has replied to the Customer’s initial request, whether by phone or email, to either provide a solution or request further information. The Response Time targets are shown in the table below and are correlated to the severity of the incident. RESPONSE TIME SLA TARGET Severity Level of Incident P1 P2 P3 P4 Response Time Target 30 minutes 1 hour 2 hours 4 hours Regularity updates Hourly 2 hours 4 hours 24 hours Optimity will provide updates to Customer on a regular basis following the opening of the ticket until such time as Optimity confirms that the incident is resolved. The frequency of such updates will vary depending upon the severity of the incident. The Customer shall cooperate with Optimity in providing information and reasonable assistance in order to aid in the resolution of the incident. The Response Times are measured and apply during Business Hours only unless the Statement of Work expressly provides for out of hours support.
Sample 1
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Related to Response Time SLA

  • Response Time PROVIDING PARTY shall respond to and resolve any problems in connection with the Corporate Services for RECEIVING PARTY within a commercially reasonable period of time, using response and proposed resolution times consistent with its response and resolution of such problems for itself.

  • Response Times (a) LogRhythm will respond to new support cases whether received via a telephone call or email within (i) four (4) Support Hours after receipt if received during a Business Day or (ii) by 12:00 p.m. Mountain Time the following Business Day if received after the end of a Business Day. LogRhythm will respond to new support cases via email or by directly contacting the applicable designated users. Response times for open support cases will vary depending on the specifics of the case and any Escalation required. If a response will require more than one business day to prepare, Customer will be notified and informed when a response can be expected.

  • Optional Xactimate Response Attachment (Part 2)

  • Response to Demand Letter Within 10 days after the receipt of the Demand Letter, Ensign Group shall either: (a) cure the breach to OIG’s satisfaction and pay the applicable Stipulated Penalties or (b) request a hearing before an HHS administrative law judge (ALJ) to dispute OIG’s determination of noncompliance, pursuant to the agreed upon provisions set forth below in Section X.E. In the event Ensign Group elects to request an ALJ hearing, the Stipulated Penalties shall continue to accrue until Ensign Group cures, to OIG’s satisfaction, the alleged breach in dispute. Failure to respond to the Demand Letter in one of these two manners within the allowed time period shall be considered a material breach of this CIA and shall be grounds for exclusion under Section X.D.

  • Response to Evaluation The teacher shall have the right to make a written response to the evaluation and to have it attached to the evaluation report to be placed in the teacher's personnel file. A copy, signed by both parties, shall be provided to the teacher.

  • Time Frame The bounded Party’s(ies’) duty to hold the Confidential Information in confidence shall remain in effect until such information no longer qualifies as a trade secret or written notice is given releasing such Party from this Agreement.

  • Response to Notice Within ten business days of receiving the Claim Notice, the Respondent must notify the Claimant of its representative to negotiate the dispute.

  • Response to Objections Each Party retains the right to respond to any objection raised by a Participating Class Member, including the right to file responsive documents in Court no later than five court days prior to the Final Approval Hearing, or as otherwise ordered or accepted by the Court.

  • Acceptance Testing At the time of installation of a LIS trunk group, and at no additional charge, acceptance tests will be performed to ensure that the service is operational and meets the applicable technical parameters.

  • Problem Statement School bus fleets are aging, and our communities have poor air quality. Replacing school buses with zero emission school buses will address both of these issues.

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