Service Expectations. The types of services, and the level expected are defined in the Health and Security Department Manual Part 2 and other documents describing the services to be provided. They are to be communicated to the employees covered by this agreement as well as the customer representatives in the schools and departments to assure common understanding of expectations.
Service Expectations. The types of services, and the level expected are defined in Cleaning Cycle Territory Reports, Task Lists, preventative maintenance requirements, and other documents describing the services to be provided. They are to be communicated to the employees covered by this agreement as well as the customer representatives in the schools and departments to assure common understanding of expectations.
Service Expectations. 1.1. All services will be practiced within the Wraparound philosophy and the Integrated Core Practice Model (ICPM).
Service Expectations. The following support severities are used for classifying the Customer’s incidents. These classifications ensure consistent treatment of incidents handled by Software AG Global Support. Software AG Global Support will determine the appropriate severity level according to the following table: Severity Level Crisis Critical Standard Definition Customer’s problem has a severe business impact, e.g. production down. Customer is unable to use the Cloud Services, resulting in a major impact on Customer’s operations. Work cannot reasonably continue. Customer’s problem has a significant business impact; however, operations can continue in a restricted fashion. The Cloud Services are usable but severely limited. There is no acceptable workaround available. Customer is experiencing a significant loss of service. Customer’s problem has some business impact. The Cloud Services are usable and cause only minor inconvenience. It may be a minor Error, documentation Error, or incorrect operation of the Cloud Services, which does not significantly impede the operation of the Cloud Services. ReactionTime 30 minutes: call-back or electronic reply 2 Hours: call-back or electronic reply 1 Day: call-back or electronic reply Prioritized Queuing Incidents are prioritized ahead of Standard Support incidents of the same severity level Software AG Management Assistance Process After 1 Day: Regional Director Support After 2 Days: Global Vice President Support After 3 Days: Global Senior Vice President Support After 5 Days: Chief Operating Officer After 5 Business Days: Regional Director Support After 7 Business Days: Global Vice President Support After 9 Business Days: Global Senior Vice President Support After 11 Business Days: Chief Operating Officer None Reporting (timeframe) As agreed between Software AG Global Support and Customer Daily or as agreed between Software AG Global Support and Customer As agreed with Software AG Global Support and Customer on a case-by- case basis Reaction Measure Resolution plan provided within first four (4) hours after receipt of Crisis incident to include - in Supplier's sole discretion - EITHER : (i) a definition of the intended solution to the problem, OR (ii) a definition of a work-around while Supplier develops or defines a solution, OR (iii) a documented action plan that will include: - current status of the resolution - target timeline for next feedback - responsible Supplier resource(s) - Customer obligations (e.g., provisioning of log files,...
Service Expectations. Contractor shall provide services as set forth in Exhibit A and B.
Service Expectations. The following support severities are used for classifying the Customer’s incidents. These classifications ensure consistent treatment of incidents handled by Software AG Global Support. Software AG Global Support will determine the appropriate severity level according to the following table: Severity Level Crisis Critical Standard Definitions Customer’s problem has a severe business impact, e.g. production down. Customer is unable to use the Software, resulting in a major impact on Customer’s operations. Work cannot reasonably continue. Customer’s problem has a significant business impact; however, operations can continue in a restricted fashion. The Software is usable but severely limited. There is no acceptable workaround available. Customer is experiencing a significant loss of service. Customer’s problem has some business impact. The Software is usable and causes only minor inconvenience. It may be a minor Error, documentation Error, or incorrect operation of the application, which does not significantly impede the operation of a system. Reaction Time 1 Hour: call-back or electronic reply. 4 Business Hours: call-back or electronic reply. 1 Business Day: call-back or electronic reply. Reporting (time frame) Daily reporting (unless otherwise agreed with Software AG Global Support on a case-by-case basis). As agreed between Software AG Global Support and Customer on a case-by- case basis. As agreed between Software AG Global Support and Customer on a case-by- case basis. Reaction Measure Customer is provided with a timeline for Error Correction. Customer is provided with a timeline for Error Correction. • Information about publication date of the Software release that will solve the issue • Indication that changes/ enhancements are being handled in accordance with Software AG's strategy. Required Effort Economically justifiable effort within standard scope of resources. Reasonable effort within standard scope of resources. Reasonable effort within standard scope of resources.
Service Expectations. Customers can expect approximately 9% 5service availability measured over the time period of a year, excluding anticipated outages and downtime performed during maintenance periods. Service availability will be measured using NagiosOr equivalentservice monitoring and records will be retained for a year. Overall system performance statistics will be monitored and graphedofr a period of one year. Service availability reports are available periodically by writtenrequest to the Director of Systems. Penalties: No penalty for missing this availability expectation will be enforced at this time.This service expectation should be used for planning purposes only.
Service Expectations. The types of services, and the level expected are defined in the NSD Operations Manual and other documents describing the services to be provided. They are to be communicated to the employees covered by this agreement as well as the customer representatives in the schools to assure common understanding of expectations.
Service Expectations. The consensus of the City and the Department is that the residents of the City of Mt. Shasta and the Mt. Shasta Fire Protection District shall be provided with the services of an all-risk fire department. Therefore, the combined staff of the two entities, known as Mt. Shasta Fire, shall respond to all dispatched emergency calls as safely as possible and to the best of their staffing abilities.
Service Expectations. The Fixed Asset and Project Accounting Service Center and its customers agree to the service expectations, working assumptions, and service constraints listed below. These service expectations are meant to monitor the more critical elements of the services provided and are not meant to reflect the comprehensive services offered by the Fixed Asset and Project Accounting Shared Service Center. Process Service Expectation Service Metric (how will this be measured) Reconciliations Reconciliations to be preformed monthly in accordance with Finance policies and due for review by the first day of the following month. Reconciliations performed timely and accurately. Management Reports Reports produced monthly or upon requests for management use and for analysis. Reports performed timely and accurately in accordance with the needs for each report. Budget Releases Project Request Forms, Project Funding Requests and Project Close-Outs will be completed within 48 hours or requestors will be notified. Emergency budget releases upon request within 24 hours. The number of unprocessed requests for funding. The number of forms processed. Asset Capitalization Capitalization of projects within two months, after notified of an “In-Use” Date, unless a prevailing reason ensues. Capitalize equipment within two months after all necessary documentation has been obtained The number of projects ready for capitalization however still includes construction in progress (CIP) in accounting. The number and dollar amount of assets not placed into service / open in accounting. Asset Tagging Assets to be tagged in accordance with JHU’s policies and procedures on a monthly basis with completion by year end. The number and timing of outstanding assets remaining to be tagged at fiscal year end. Asset Inventory Assets inventoried per JHU policies and outside audit requirements. The number of assets “not found” and the corresponding record of attempts to locate. Shopping Cart Approvals Shopping carts will be approved within 48 hours assuming all necessary information and approvals are provided. Shopping cart exceptions will be noted and released per “special” JHU/JHHS guidelines. Unapproved shopping carts in the FASSC SAP mailbox not conforming to “special” treatment guidelines. Depreciation runs The monthly posting of depreciation across all Business Areas for all assets. The recording of depreciation in the financial statements by 9th workday. Project ...
