Service Desk Hours Sample Clauses

Service Desk Hours. Hours during which Service Desk is open and providing support to customers. Service Desk hours are defined on the Service Provider’s website (xxx.xxxxxxxxxx.xxx/xxxxxxx) for each of Service Provider’s regional Service Desks. Service Request. A formal (written) Customer request for a service which is not Incident-related but results in the delivery of an additional service or an amendment to an existing service provided by Service Provider to Customer. FM Hosted Services SLA Service Level Options-2.0 SERVICE AVAILABILITY Standard Gold Platinum Service Availability Rate Objective 99.8% per calendar quarter for Production environment. n n n Service Accessibility Hours (Hours when Service may be accessed, including periods outside supported hours) 24 * 7 * 365, except -scheduled and mandatory FM Hosted Services maintenance windows -applicable Banking network maintenance windows (such as SWIFT) n n n Service Availability Hours (Basis for Service Availability Rate calculation, excluding Excluded Events) See Service Desk Hours n 24*5 n 24*7 n SERVICE DESK / SUPPORT Standard Gold Platinum Time zones supported EMEA: GMT; GMT + 1; North America: EST / GMT – 4; APAC: SGT (GMT + 8) n n n Service Desk Portal Unlimited access to Bottomline’s Service Desk portal n n n Service Desk Hours 07:00 to 18:00, business days for all incidents (except APAC region) 09:00 - 18:00, business days (APAC region) * Business Days and ** Public Holidays defined below n n n Out of Hours Support Out-of-Hours support for critical incidents only as follows: • Upon request at additional fee and subject to on-call engineer availability n • 24 * 5 n • 24 * 7 n Incident Acknowledgement Timeframe All incidents – within 15 minutes Automated email response to Customer – incident has been formally logged in Service Desk tool. n n n Incident Response Timeframe Target achievement rate of 90% for these timeframes Critical – within 30 minutes Response provided to the Customer by a BT employee / team assigned to the incident n n n High Priority - within 1 business hour n High Priority - within 2 business hours n n Medium Priority - within 8 business hours n n n Low Priority - within 2 business days n n n Target Incident Resolution Timeframe Target achievement rate of 100% for Critical incidents and 90% for High, Medium and Low incidents Critical - within 4 business hours n n n High Priority - within 1 business day n High Priority - within 2 business days n n Medium Priority - within 5 business days (for ac...
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Service Desk Hours. Xxxxxx+Gyr shall provide Customer with access to the Service Desk. Xxxxxx+Gyr’s current Service Desk business hours are 7:00 AM to 6:00 PM Central Time, Monday through Friday, excluding Xxxxxx+Gyr observed holidays (available upon request) and weekends (“Business Hours”). In addition, emergency access to on-call personnel via Xxxxxx+Gyr’s Emergency Dispatch Service will be provided by Xxxxxx+Gyr from 6:01 PM through 6:59 AM, and 24 hours per day on weekends and holidays. Xxxxxx+Gyr shall provide advanced troubleshooting, via telephone or e-mail, as deemed necessary by qualified Xxxxxx+Gyr personnel, to resolve Customer issues.
Sample 1
Service Desk Hours. Hours during which Service Desk is open and providing support to customers. Service Desk hours are defined on the Service Provider website (xxx.xxxxxxxxxx.xxx/xxxxxxx) for each of Service Provider’s regional Service Desks.
Sample 1

Related to Service Desk Hours

  • Service Description The Parties will provide Common Channel Signaling (CCS) to one another via Signaling System 7 (SS7) network Interconnection, in accordance with prevailing industry standards. Use of a third party provider of SS7 trunks is permitted.

  • SERVICE DELIVERABLES You will receive service on the Covered Product as described below: Carry-In: Unless otherwise provided in this Agreement, the Covered Product must be shipped or delivered and retrieved by You at Our authorized service center during normal business hours. In-Home/On-Site: Service will be performed in Your home or on-site as indicated on the Declarations Page of this Agreement, or on Your sales receipt or invoice provided You have fulfilled the following requirements: (1) provide Our authorized technician with accessibility to the Covered Product; (2) provide a non-threatening and safe environment for Our authorized technician; and (3) an adult over the age of 18 must be present for the period of time Our authorized technician is scheduled to provide service and while Our authorized technician is on Your property servicing the Covered Product. In-Home Service will be provided by Our authorized service provider during regular business hours, local time, Monday through Friday, except holidays. Our authorized service center may opt to remove the Covered Product to perform service in-shop. The Covered Product will be returned upon completion. Additional time and mileage charges for in-home repairs outside of twenty-five (25) contiguous land miles or the normal service radius of Our authorized service center are not covered by this Agreement, and are Your responsibility.

  • Service Delivery Grantee shall:

  • Service Hours The services shall be provided during the working hours and days as defined by the Contractor.

  • Customer Service Support During the Term of this Agreement, VNDS will provide reasonable telephone and e-mail customer service support to Registrar, not Registered Name Holder or prospective customers of Registrar, for nontechnical issues solely relating to the System and its operation. VNDS will provide Registrar with a telephone number and e-mail address for such support during implementation of the Supported Protocol, APIs and Software. First-level telephone support will be available on a 7-day/24-hour basis. VNDS will provide a web-based customer service capability in the future and such web-based support will become the primary method of customer service support to Registrar at such time.

  • Service Details C1.1 This Agreement applies in respect of the following details: Provider Legal Entity Name «PROVIDER_NAME» Provider Legal Entity Number «PROVIDER_NUMBER» Facility Name and Physical Address [insert Facility name and address] Service Category Name Service Category ID

  • Purchase Order Flip via Ariba Network (AN) The online process allows suppliers to submit invoices via the AN for catalog and non- catalog goods and services. Contractors have the ability to create an invoice directly from their Inbox in their AN account by simply “flipping” the purchase order into an invoice. This option does not require any special software or technical capabilities. For the purposes of this section, the Contractor warrants and represents that it is authorized and empowered to and hereby grants the State and the third-party provider of MFMP the right and license to use, reproduce, transmit, distribute, and publicly display within the system the information outlined above. In addition, the Contractor warrants and represents that it is authorized and empowered to and hereby grants the State and the third-party provider the right and license to reproduce and display within the system the Contractor’s trademarks, system marks, logos, trade dress, or other branding designation that identifies the products made available by the Contractor under the Contract.

  • Directory Assistance Service Updates 8.3.3.1 BellSouth shall update end user listings changes daily. These changes include:

  • Service Specification The Parties have agreed upon the scope and specification of the Services provided under this Service Agreement in the Service Specification.

  • Network Resource Interconnection Service (check if selected)

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