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. 1.1. All services will be practiced within the Wraparound philosophy and the Integrated Core Practice Model (ICPM).
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. 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. 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 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. ReactionTime 1 Hour: call-back or electronic reply. 4 Business Hours: call- back or electronic reply. 1 Business Day: call- back or electronic reply. Reporting (timeframe) 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. Contractor shall provide services as set forth in Exhibit A and B.
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 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 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. 4.1 The Council expects the Trust to offer a full social work service arising from the above legislation to the service user populations as defined in the Partnership Agreement. In addition to the duties relating to the role of Approved Social Workers also apply to older people with mental health problems and may apply to adolescents.
