Service Level Compliance. Tracking of Service Level compliance starts when the deployment process has been completed, the devices and security controls have been set to “live,” and support and management of the devices and security controls have been successfully transitioned to MDR Services. Customer will be notified (in writing or email) that MDR Services have transitioned from deployment phase to full production monitoring. Service Levels will not apply and remedies will not be available for beta, proof of concept, testing, implementation, and deployment phases of the MDR Service. The Customer is responsible for responding to escalated alerts and comments in a reasonable timeframe in order to resolve open alerts and create playbooks to remove future false positives. Three (3) working days from when an alert is escalated to the Customer is considered a reasonable timeframe. SLAs do not apply during periods of time when the Customer is not responding to multiple requests to resolve open alerts and potential false positives. Critical Start reserves the right to amend the SLA(s) set out below from time to time, in its reasonable discretion provided such amendments (a) will have no material adverse impact on the MDR Services, Service Levels or Service Level credits currently being provided to Customer by Critical Start; and (b) are being effected with respect to all similarly situated Critical Start customers
Service Level Compliance. 5.1 GT will comply with the Service Levels as set forth in Attachment D so as to achieve Service Level Compliance. In the event GT falls below the Service Levels set forth in Attachment D Company may (i) agree to discuss an alternate remedy, or (ii) terminate this Agreement in accordance with Section 20.6 and such termination is Company's sole and exclusive remedy for breach of this Section.
Service Level Compliance. Forcepoint strives to provide compliance of 80% (90% for Mission Critical Support) for the service levels set forth in the following response times: 3 Service levels are applicable for the software configurations described at Certified Product Matrix. Action requests involving non-included configurations may require more time to resolve, Forcepoint will make commercially reasonable efforts to resolve technical support calls in the aforementioned service level time frame. • Service response levels: o Target response time for inbound telephone calls made during business hours is based on the Severity of the issue (Please see chart); resolution time for 30% of the issues is generally within one business day. o Business hours are Monday through Friday, during the hours set forth in the region where Subscriber resides as set forth at: Contact Support (“Business Hours”) o For calls to the 24x7 Support Line that occur after hours, the target response time for inbound telephone calls is within one hour for entitled Subscribers.
Service Level Compliance. Critical Start’s tracking of Service Level compliance starts after the point in time where the implementation and deployment process has been completed and Customer assets are in Production Monitoring. Customer will be notified (in writing or email) that MDR Services have transitioned from deployment phase to Production Monitoring. Service Levels will not apply and remedies will not be available during beta, evaluation, proof of concept, or testing of the MDR Service. Customer is responsible for responding to Security Alerts escalated to Customer by Critical Start’s SOC within three (3) working days from receipt of the escalation or communication. Critical Start relies on Customer’s prompt response to escalated Security Alerts for resolution of open Customer Alerts and to improve ZTAP performance by eliminating future false positives. TTD and MTTR SLA compliance will not be tracked during periods of time when the Customer is not responding/has not responded to multiple requests to resolve Security Alerts. Critical Start reserves the right to modify the SLA(s) set out below from time to time, in its reasonable discretion, by providing advanced notice to Customer. Any such amendments (a) will have no material adverse impact on the MDR Services, Service Levels or Service Level credits currently being provided to Customer by Critical Start; and (b) are being effected with respect to all similarly situated Critical Start customers.
Service Level Compliance. A single-page summary of the service level compliance for the reported period. It will include the total number of service requests, the number of requests that are out of compliance, and details for each service request that is out of compliance for each priority level. The service request details can use as many additional pages as needed.
Service Level Compliance. Yappl will use its reasonable endeavours to comply with the Service Levels defined in this document, but the end user acknowledges that these Service Levels are targets only and Yappl has no liability for any failure to meet them. Yappl may issue a Service Credit for Service Level failures where there is a ‘Total Loss of Service’ being where there are no transmission signals in one or both directions. Service Credits will be credited by Yappl to the Customer’s next Yappl invoice. We may offset all or part of any such amounts against any outstanding account balance which has not been paid by the Customer, except where these amounts may be disputed. Our carriers periodically conduct Scheduled Maintenance that may affect availability of supplied router or broadband circuits, and will make every reasonable effort to ensure that Scheduled Maintenance does not affect availability of your service. However, the carriers reserve the right to carry out Scheduled Maintenance and Yappl will give you as much notice as is reasonably practicable to ensure proper operation of the broadband service.
Service Level Compliance. DAC will ensure that it will comply with the service level requirements described in Section 7.0 of this Exhibit.
Service Level Compliance. EDS shall provide to STK, at STK's request, paper and electronic copies of documents and information reasonably necessary to verify EDS' compliance with this Agreement, in the format and on media reasonably requested by STK in advance of EDS' provision of such copies and information. The provisions of Section 7.6(a)(vi), below, shall not apply to this Section 7.6(a)(i)(1).
Service Level Compliance. Severity Level Response Time Resolution Time S1 99.5% 99.5% S2 99% 99% S3 98% 98% S4 97% 97%
Service Level Compliance. Forcepoint strives to provide compliance of 80% (90% for Mission Critical Support) for the service levels set forth in the following response times: Service response levels: o Target response time for inbound telephone calls made during business hours is based on the Severity of the issue (Please see chart); resolution time for 30% of the issues is generally within one business day. o Business hours are Monday through Friday, during the hours set forth in the region where Subscriber resides as set forth at: Contact Support (“Business Hours”) o For calls to the 24x7 Support Line that occur after hours, the target response time for inbound telephone calls is within one hour for entitled Subscribers.
