Service Level Guidelines Sample Clauses

Service Level Guidelines. Red Hat will use commercially reasonable efforts to provide Support at one or more of the following support levels, depending on the Red Hat Product: Self-support (limited offering), Standard or Premium, as set forth at xxxxx://xxxxxx.xxxxxx.xxx/support/offerings/production/sla.
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Service Level Guidelines. SolarWinds Worldwide will use commercially reasonably efforts to adhere to the following targeted initial response times based on Company’s designated location and designation (whether written or oral) to SolarWinds at the time of the request: Designation Definition Targeted Initial Response Time System Down The product is nonfunctional and/or has unrecoverable service failure. Critical Business Impact. One hour or less from Company’s case creation (Web ticket or phone). 24x7x365 High The product is functional but with consistent issues or one product area is nonfunctional. Functionality is degraded. Some business impact. Four hours or less from Company’s case creation (Web ticket or phone). North America: 7am – 7pm (CST) LATAM: 7am – 7pm (CST) EMEA: 7am – 7pm (GMT) APAC: 7am – 7pm (SGT) Available Monday through Friday Medium The product is functional with minor or intermittent issues. Occasional functionality degradation. Minimal business impact. Eight hours or less from Company’s case creation (Web ticket or phone). North America: 7am – 7pm (CST) LATAM: 7am – 7pm (CST) EMEA: 7am – 7pm (GMT) APAC: 7am – 7pm (SGT) Available Monday through Friday Low The product is functional with no apparent issues. Requests for upgrade documentation, feature requests, technical information, how to questions, product use questions. No business impact. 12 hours or less from Company’s case creation (Web ticket or phone). North America: 7am – 7pm (CST) LATAM: 7am – 7pm (CST) EMEA: 7am – 7pm (GMT) APAC: 7am – 7pm (SGT) Available Monday through Friday
Sample 1
Service Level Guidelines. End User can access the service desk of Splendid Data, contacting Splendid Data through the Online Support Manager, a web portal based service. In this way a new ticket can be issued. At the start of a subscription Splendid Data provides all the necessary information of how to work with the portal. The advantage of working with the Online Support Manager is that an End User has direct access to shared technical data, error messages and/or system information. By using this system, Splendid Data is able to reduce response times in case of urgencies. Splendid Data uses the following support levels related to the respective levels of urgencies: An issue (“crash”) that directly affects the continuation of work in a production environment, such as loss of production data and the nonafunctioning of the production environment. The situation is such that the End User cannot work with the application any longer due to the malfunctioning of the Postgres database. An issue with the environment in which the operation of the Postgres database in production environment is reduced severely. This situation has a large impact (on parts) of the business processes. In the production environment: A problem that has no critical impact on your work in a production environment. You can continue working with your application. In development: the problem is such that End User cannot work on development environment any longer or is not in a position to migrate a tested application into a production environment. A generic question, reporting a documentation error or a recommendation for future improvement or adjustment. There is generally a low to no negative impact on the work or on the functionality of the system. End User is able to continue his work Table 2.7 Coverage 7x24 Online Support Manager Access to online customer portal √ Access to updates and security errata √ Creating telephone ticket V (*) Create online ticket √ Number of Tickets online portal Unlimited Response times First reaction within: Outgoing response within: Level 1 (*) hour 1 1 hour or as agreed otherwise Level 2 (*) 2 hours 4 hours or as agreed otherwise Level 3 2 hours 4 hours during business hours or as agreed otherwise Level 4 4 hours during business hours 8 hours during business hours or as agreed otherwise (*) After the reception of a ticket with classification level 1 or 2, SPLENDID DATA will take the initiative within the initial response time to contact the customer by telephone.
Sample 1
Service Level Guidelines. SolarWinds Worldwide will use commercially reasonably efforts to adhere to the following targeted initial response times based on Company’s designated location and designation (whether written or oral) to SolarWinds at the time of the request: Designation Definition Targeted Initial Response Time System Down The product is non-functional and/or has an unrecoverable service failure. Critical Business Impact. 1 hour or less from Company’s case creation (Web ticket or phone). 24x5 Priority Routing. Weekend Support: Professional Support. High The product is functional but with consistent issues or one product area is nonfunctional. Functionality is degraded. Some business impact. 4 hours or less from Company’s case creation (Web ticket or phone) during the following hours: 24x5 Priority Routing. Weekend Support: Professional Support. Medium The product is functional with minor or intermittent issues. Occasional functionality degradation. Minimal business impact. 8 hours or less from Company’s case creation (Web ticket or phone) during the following hours 24x5 Priority Routing. Weekend Support: Professional Support. Low The product is functional with no apparent issues. Requests for upgrade documentation, feature requests, technical information, how to questions, product use questions. No business impact. 24 hours or less from Company’s case creation (Web ticket or phone) during the following hours: 24x5 Priority Routing. Weekend Support: Professional Support
Sample 1
Service Level Guidelines. NSB provides two levels of Service Level Guidelines. The initial Service Level Guidelines, defined in sections 3.1 and 3.2 below, are in effect during the period from when the issue has been assigned a Service Request number by Client reporting the issue and NSB begins analyzing the issue to identify whether the root cause of the issue is a product defect. Should NSB believe that the issue is not being caused by a product defect, then the guidelines provided for in section 3.1 below would continue to be in effect until the issue is resolved. In the event that NSB believes that the issue is being caused by a product defect, then the issue is passed to the NSB product support team to analyze and typically provide a resolution that involves a modifications to the Software. Once the issue is passed to the NSB product support team then the Service Level Guidelines as defined in section 3.2 below are in effect.
Sample 1
Service Level Guidelines. Support is available in one or more of the following support levels, depending on the Red Hat Product: Self-support, Standard or Premium as shown in the table below. Software Access and Software Maintenance are generally provided to you through a Red Hat-hosted delivery portal, such as Red Hat Customer Portal, Red Hat Update Infrastructure (“RHUI”) Red Hat Network (“RHN”) and/or Customer Support Portal (collectively, “Red Hat Portal”). For Premium Support: (1) in order to receive 24x7 coverage for Severity 1 and 2 issues, you must provide a dedicated point of contact who will be available until the issue is resolved; and (2) after the Initial Response, Red Hat will provide status updates on the issue until (i) the issue is resolved; (ii) the issue is downgraded to a lower Severity Level (in which case status updates will be provided in accordance with the update guidelines applicable the new Severity Level); (iii) the parties agree on an alternative update schedule.
Sample 1

Related to Service Level Guidelines

  • Service Level Standards In addition to all other requirements in this Agreement, and in accordance with the Best Claims Practices & Estimating Guidelines, Vendor shall use reasonable and good faith efforts to meet the Service Level Standards set forth below.

  • Service Levels All service level requirements will be set forth in Exhibit A (“XXXX.xxx Referral Service Level Requirements”). Recipient Xxxxxx agrees to adhere, and encourage Recipient Agent’s adherence, with the version of the XXXX.xxx Referral Service Level Requirements in effect at the time XXXX.xxx identifies the Referral to Recipient Broker/Agent.

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Service Level Agreement 6.1 NCR Voyix will use commercially reasonable efforts to make the Service available to you at or above the Availability Rate set forth at xxxxx://xxx.xxx.xxx/support/aloha-sla. If NCR Voyix does not meet the Availability Rate, you are entitled to request a service-level credit subject to the terms of this Agreement. This credit is calculated as a percentage of the monthly recurring bill (or monthly pro rata share of billing, if billing does not occur monthly) for the Service for the month in which the Availability Rate was not met. The Availability Rate is determined by: (a) dividing the total number of valid outage minutes in a calendar month by the total number of minutes in that month; (b) subtracting that quotient from 1.00; (c) multiplying that difference by 100; and (d) rounding that result to two decimal places in accordance with standard rounding conventions. The number of outage minutes per day for a given service is determined by the lesser of the number of outage minutes. 6.2 Unavailability due to other conditions or caused by factors outside of NCR Voyix’s reasonable control will not be included in the calculation of the Availability Rate. Further, the following are expressly excluded from the calculation of the Availability Rate: (a) service unavailability affecting services or application program interfaces that are not used by you; (b) cases where fail-over to another data center is available but not utilized; (c) transient time-outs, required re-tries, or slower-than-normal response caused by factors outside of NCR Voyix’s reasonable control; (d) Scheduled Downtime, including maintenance and upgrades; (e) force majeure; (f) transmission or communications outages outside the NCR Voyix- controlled environment; (g) store-level down-time caused by factors outside of NCR Voyix’s reasonable control; (h) outages attributable to services, hardware, or software not provided by NCR Voyix, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services; (i) use of the Service in a manner inconsistent with the documentation for the application program interface or the NCR Voyix Product; (j) your Point of Sale (“POS”) failure or the failure to properly maintain the POS environment, including updating the POS firmware or version of the software running on the POS as recommended by either NCR Voyix, a third-party POS reseller or servicer; and (k) issues related to third party domain name system (“DNS”) errors or failures. 6.3 To obtain a service-level credit, you must submit a claim by contacting NCR Voyix through the website at xxxxx://xxx.xxx.xxx/support/aloha-sla Your failure to provide the claim and other information will disqualify you from receiving a credit. NCR Voyix must receive claims within 60 days from the last day of the impacted month. After that date, claims are considered waived and will be refused. You must be in compliance with the Agreement in order to be eligible for a service-level credit. You may not unilaterally offset for any performance or availability issues any amount owed to NCR Voyix. If multiple Services experience an outage in a given month, the total credit for that month will be the highest credit allowed for any single Service which failed; there is no stacking of credits. 6.4 The remedies set forth in the Section are your sole and exclusive remedies for performance or availability issues affecting the Services, including any failure by NCR Voyix to achieve the Availability Rate.

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

  • SERVICE LEVEL DESCRIPTION The Fund Accounting Agreement is hereby amended by deleting the Service Level Description attached thereto and replacing it in its entirety with the Service Level Description attached hereto.

  • Service Level Agreements If a Service or a Plan includes a Service Level Agreement (‘SLA’): (a) we are liable for any remedy or rebate allowed to you under the SLA; and (b) subject to clauses 34 to 38, and to the express terms of the SLA, our liability for breach of the SLA is limited to such remedy or rebate.

  • Hot Weather Guidelines For the purposes of site based discussions regarding the need to plan and perform work during expected periods of hot weather, the following issues shall be considered in conjunction with proper consideration of Occupational Health and Safety issues.

  • HIV/AIDS Model Workplace Guidelines Grantee will: a. implement the System Agency’s policies based on the Human Immunodeficiency Virus/Acquired Immunodeficiency Syndrome (HIV/AIDS), AIDS Model Workplace Guidelines for Businesses at xxxx://xxx.xxxx.xxxxx.xx.xx/hivstd/policy/policies.shtm, State Agencies and State Grantees Policy No. 090.021. b. educate employees and clients concerning HIV and its related conditions, including AIDS, in accordance with the Texas. Health & Safety Code §§ 85.112-114.

  • General Guidelines Conduct yourself in a responsible manner at all times in the laboratory.

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