Service Level Definitions. Service level definitions shall meet the CPS operational requirements of 99.99% application uptime, and a data recovery point objective (“RPO”) of 2 hours (maximum data loss), and a recovery time objective (RTO) time of 8 hours, when a Severity-1 event (up to a disaster) is declared. Severity levels for incidents management shall be classified before go-live, and be able to be integrated with how CPS supports applications and services. Incident management for cybersecurity and service- impacting events needs to be documented and approved by CPS.
Service Level Definitions. Service levels for the FTTH Network are divided into two levels based on the nature of the faults, with the understanding that the Service is intended solely for home use:
Service Level Definitions. (a) Severity 1: Produces a high priority situation in which those components of the Software that are available to the general public via the Service are inoperable or fail catastrophically RESPONSE:
i) The customer shall notify Artefactual via email (xxxxxxx@xxxxxxxxxxx.xxx) or phone (0-000-000-0000) of the Severity 1 problem.
ii) Artefactual will provide a response by a qualified member of its personnel to begin to diagnose and to correct a Severity 1 problem as soon as reasonably possible during regular business hours 09:00 to 17:00 Pacific Time (UTC8 standard time; UTC7 daylight savings time), Monday to Friday and excluding statutory Canadian holidays.
iii) Artefactual will respond via email to the addresses listed by the Customer on the “AtoM Hosting Information” form, section 4, within one (1) hour if the issue is reported during regular business hours (see above), or the next business day if reported outside business hours, to provide a status update on the resolution process.
iv) The resolution to the Severity 1 problem will be delivered as a resumption of the Service.
v) Artefactual will email the addresses listed by the Customer on the “AtoM Hosting Information” form, section 4, to notify them when the Service is operational again and to identify any related Severity 2 or Severity 3 issues that were part of the original problem or which were introduced as a workaround or emergency fix to remedy the Severity 1 issue.
vi) Artefactual may, if required, revert to a previous backup of the Customer data to resolve a Severity 1 issue that results from incorrect or corrupt data. In no case shall Artefactual be held responsible for data loss that may occur when reverting to a previous data backup when it is necessary to resolve a Severity 1 issue.
(b) Severity 2: Produces a high priority situation in which the performance (throughput or response) of the Software degrades substantially under reasonable loads, such that there is a severe impact on use; the Software is usable, but materially incomplete; one or more functions or commands is inoperable; or the use is otherwise significantly impacted. RESPONSE:
i) The Customer shall notify Artefactual via email (xxxxxxx@xxxxxxxxxxx.xxx) of the Severity 2 problem;
ii) Artefactual will provide a response by a qualified member of its personnel to begin to diagnose and to correct a Severity 2 problem as soon as reasonably possible during regular business hours 09:00 to 17:00 Pacific Time (UTC8 standard time; UTC7 d...
Service Level Definitions. (a) MSS Response Times: HP offers two (2) response times depending on locations: HP Priority [OPTIONAL] – Priority 4 Hour Response, toner and ink drop ship. HP Advantage – Next Business Day Response, toner and ink drop ship. HP Extended Reach – Depending on location, it may be greater than Next Business Day Response, toner, and ink dropship.
(b) MSS Response Times will only be measured during HP normal business hours and only apply to devices supported by the MSS program. Location specific MSS Response Times can be found in Exhibit A, attached hereto. All Response Times are determined by the ZIP codes listed in Exhibit A, therefore, if a location is listed with an incorrect ZIP code, then the Response Time may be incorrect and will be corrected by way of a Change Order.
(c) MVS Response Time [OPTIONAL]: HP offers one response time under MVS, which is a Next Business Day response with toner drop ship. MVS Response Times will only be measured during HP normal business hours.
Service Level Definitions. (a) MSS Response Times: HP offers two (2) standard and one (1) optional response times depending on locations:
Service Level Definitions. Availability
Service Level Definitions. This section defines Agile's Service Level Objectives for Network performance.
Service Level Definitions. An “Incident” is defined as any event which is not part of the standard operation of a service and which causes, or may cause an interruption to, or a reduction in the quality of that service. Reasonable efforts will be made to respond to Customer’s service requests per the following guidelines:
Service Level Definitions. The following Service Level definitions describe Service Levels which must be met by the Vendor (to the extent agreed in a SOW, and subject to the assumptions set forth in the SOW):
Service Level Definitions. This section defines Agile's Service Level Objectives ("SLOs") for network performance.
