Service Level Metrics. i. Subject to the existence of a Force Majeure Event, Help Desk Personnel shall answer no less than eighty-five percent (85%) of Support Requests made by telephone within sixty (60) seconds measured on a quarterly basis. Support Requests will be addressed on a first-come, first-served basis. ii. Subject to the existence of a Force Majeure Event, the abandon rate for Support Requests made by telephone shall be less than five percent (5%) measured on a quarterly basis.
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Samples: Standard Internet Access Maintenance and Support Terms, Standard Internet Access Maintenance and Support Terms, Standard Internet Access Maintenance and Support Terms
