Service Level Objective. The Service Level Objective under the Dedicated E-Line SLA is Round Trip Delay (“RTD”), as follows:
Service Level Objective. If Crown Castle fails to repair a Product Outage within eight (8) hours of notice from Licensee of such Product Outage (“Repair Window”), Licensee may be entitled to a Product Credit as follows:
Service Level Objective. Ellucian aims to achieve one hundred percent (100%) Availability for the production Cloud Software instance. Subject to the terms in this SLA, Ellucian will provide ninety-nine and one half percent (99.5%) Availability for the production Cloud Software instance. A monthly Availability report will be made available within ten (10) business days following Client’s written request.
Service Level Objective. If Company fails to repair an Product Outage within eight (8) hours of notice from Licensee of such Product Outage (“Repair Window”), Licensee may be entitled to an Product Outage Credit as follows:
Service Level Objective. Cisco will endeavor to deliver the Cloud Service so that it meets or exceeds the Service Level in this Service Level Objective (“SLO”). You acknowledge and agree this SLO is: (1) intended only to help the parties monitor availability of the Cloud Service; and (2) Cisco’s failure to achieve the Service Level will not (a) entitle Customer to payment of any service credits; or (b) otherwise result in any liability whatsoever for Cisco.
Service Level Objective. Ellucian aims to achieve one hundred percent (100%) Availability for the Production Applications supported by the SOW. Subject to the terms in this SLA, Ellucian will provide ninety-nine and one half percent (99.5%) Availability for the Production Applications supported by the SOW. A monthly Availability report will be made available within ten (10) business days following Client’s written request.
Service Level Objective. (a) Objective:
Service Level Objective. A. Contractor shall strive to resolve all cases in a fast and efficient manner.
1) Non-critical issues will be acknowledged within 1 business hour, Monday-Friday only, excluding holidays. Resolution will begin within 24 hours followed by on-going daily status updates until resolution is confirmed with the point of contact.
2) Critical Support issues (Priority 1) will be acknowledged within 1 business hour. Resolution will begin within 4 business hours followed by ongoing daily status updates until the resolution is confirmed with the Point of Contact. After-hours requests for critical support will be handled in the same manner. However, response will start within 4 hours of the call.
Service Level Objective. Cisco shall used commercially reasonable efforts to make the Cloud Services available at least 99.9% of each calendar quarter (“Availability Target”), except as provided below. Availability will be calculated per calendar quarter, as follows:
Service Level Objective. A. Contractor shall strive to resolve all cases in a fast and efficient manner.
1) Non-critical Issues (Priority 2 and 3): Shall be acknowledged within one (1) business hour, Monday-Friday only, excluding holidays. Resolution will begin within 24 hours followed by on-going daily status updates until resolution is confirmed with the point of contact.
2) Critical Support Issues (Priority 1): Shall be acknowledged within one (1) business hour. Resolution will begin within four (4) business hours followed by ongoing daily status updates until the resolution is confirmed with the Point of Contact. After-hours requests for critical support shall be handled in the same manner. However, response shall start within four (4) hours ofthe call.
3) After Hours/Holiday/Weekend Support: Ifthe request for a support call is made outside the aforementioned normal business hours, and the County has a Priority 2 or 3 issue, a callback will be made no later than the next business day. If the County has a Priority 1 issue, County will state the issue and severity thereof in its e-mail or voicemail. County's issue will be escalated to the on-call Technical Support Engineer who will respond to the issue within four (4) hours, at which time a status update in the form of a telephone call or e-mail will be made to the reporting party. Status updates will be made every four (4) hours until the issue is resolved to the County's satisfaction. • Priority 3 - Product feature and/or administration questions (low severity). • Priority 2 - Minor feature/product failure, convenient workaround exists. This may require servicing or repair of one or more components. Ifservice or repair is required, Contractor will issue a Return Merchandise Authorization (RMA) number and instruct County representative to return the defective components to Contractor or a designated service center or third party provider. Advance replacement of components will be at the discretion of Contractor. • Priority 1- Product or major feature failure or data corruption. The system is not operational or useable by County. Resolution times may vary depending on the nature of the problem and County representative's availability. Upon notification, Contractor will continue to provide technical support and corrective actions to resolve the issue. Status updates will be made every four (4) hours until the issue is resolved to the County's satisfaction at which point the County will request that the trouble ticket be closed.
