Service Issue Categories and Escalation Sample Clauses

Service Issue Categories and Escalation. The categories of incident are detailed in the following tables. The service desks and people nominated as contact points may be varied by the Supplier from time to time providing that the Company has been adequately notified. Note that “Time to Resolution” elapsed times indicated below assumes dual L3VPN MPLS private circuits to Company premises, one of which is business grade Ethernet. Where MPLS connectivity or routing is implicated in the fault, the SLA “Time to Resolution” is automatically extended to the ISP’s service level on the specific type of circuit. Typically, this is 8 hours. DSL lines, where implicated in the fault, are excluded and failure to resolve the fault within the SLA times does not constitute a breach of the SLA. Services delivered across public internet, or by VPN across the public internet, are supported on best endeavours only and not subject to SLA terms In the event of a circuit or routing failure, the Supplier will use best endeavours to provide a workaround within the SLA. Incident Priorities CATEGORY 1: Greater than 25% of overall solution is unavailable. Voice and/or data systems are not available, causing a critical impact to business operation. Time to engineer communication / first response: 1 hour (working hours) Time to Resolution: 8 working hours (elapsed time from reporting) 1st Support 2nd Account Manager 3rd Senior Management
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Related to Service Issue Categories and Escalation

  • Criminal History Category With regard to determining defendant’s criminal history points and criminal history category, based on the facts now known to the government, defendant’s criminal history points equal zero and defendant’s criminal history category is I.

  • Budget Categories Use the first column only (Column 1) to report the budget category breakouts (Lines 6a through 6h) and indirect charges (Line 6j) for the total funding requested for the first year of your project only.

  • Types of Grievance (a) An individual grievance is a grievance which involves a single individual.

  • EMPLOYEE CATEGORIES All employees fall into one or the other of four principal categories as outlined below.

  • Submission of Grievance Information a) Upon appointment of the arbitrator, the appealing party shall within five days after notice of appointment forward to the arbitrator, with a copy to the School Board, the submission of the grievance which shall include the following:

  • Contractor Certification regarding Business with Certain Countries and Organizations Pursuant to Subchapter F, Chapter 2252, Texas Government Code], Contractor certifies Contractor is not engaged in business with Iran, Sudan, or a foreign terrorist organization. Contractor acknowledges this Agreement may be terminated and payment withheld if this certification is inaccurate.

  • Service Level Expectations Without limiting any other requirements of the Agreement, the Service Provider shall meet or exceed the following standards, policies, and guidelines:

  • Submission of Grievances A. Any employee or group of employees shall have the right to present a grievance. No employee or group of employees shall be hindered from or disciplined for exercising this right.

  • Statement of Grievance The grievance shall contain a statement of:

  • Employment Categories (a) Employees under this Agreement will be employed in one of the following categories:

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