Service Delivery Process. 3.1. Service Levels SAPPHIRE will make the Managed Infrastructure Service available during the Cover Hours. Scheduled outages will be excluded from this measure providing they are agreed in advance with CUSTOMER.
Service Delivery Process. 5.1 Enfield Council funded services: There are services that are provided by the EPS that are funded by Enfield Council or purchased through service level agreements with other organisations. This is detailed in Appendix A.
Service Delivery Process. 4.1 Tier 1 CBCSS Support When a CBCSS Customer reaches Comcast (including without limitation Comcast’s third-party contractors) directly, Comcast will be responsible for providing Tier 1 support to such Customer and will only transfer customers to Xxxxxxx.xxx when the scope of support is beyond the Tier 1 demarcation and the Customer is already entitled to receive delivery of Services requested from Xxxxxxx.xxx under this Program description as described in Section 4.2.3 (“Entitlement Process”). If a person contacts Xxxxxxx.xxx directly without having been transferred, or instructed to contact Xxxxxxx.xxx directly, by Comcast (including without limitation Comcast’s third-party contractors), and the caller is a CBCSS Customer who is already entitled to delivery of the Services requested from Xxxxxxx.xxx under this Program Description, then, as agreed in the VPRD, Xxxxxxx.xxx will provide Tier 1 support including modem / eMTA connectivity troubleshooting, router connectivity troubleshooting, and scheduling Comcast technicians when data connectivity to the business is interrupted. If the CBCSS Customer is already entitled to delivery of the requested Services from Xxxxxxx.xxx under this Program Description, Xxxxxxx.xxx will also provide the full scope of support defined by the SKU. Notwithstanding the foregoing, in the event Xxxxxxx.xxx reasonably determines that it is providing a substantial amount of Tier 1 support, Xxxxxxx.xxx may provide thirty (30) days notice to Comcast after which Xxxxxxx.xxx may begin to transfer calls requiring Tier 1 support back to Comcast and will not be required to provide such support.
Service Delivery Process. The general requirements of the Program service delivery process are discussed below, and are subject to the Parties’ more detailed descriptions in the VPRD.
Service Delivery Process. The contractor shall be responsible for the entire service delivery process, from dispatch to the service provider, management of the program, invoicing processing and payment by the contractor to its service providers.
Service Delivery Process
