Service Level Performance Sample Clauses

Service Level Performance. 2.2.1 General Service Levels

Service Level Performance. We strive to maintain high uptime outside of maintenance windows; however misconfigured sites can lead to uncontrolled outages. Users should check all custom coding, file/directory permissions, and .htaccess configurations before reporting issues with their sites.

Service Level Performance a. Availability: The Service Provider commits to a website uptime of 99.9% outside of scheduled maintenance windows. b. Response Time: Support requests shall be acknowledged within 24 - 48 Hours during business hours. Critical issues will be addressed with a response time of 3 Hours c. Resolution Time: Efforts will be made to resolve issues as quickly as possible, with a target resolution time based on the severity of the issue: Critical: within 24 Hours | High: within 3 Days | Normal: within 5 Days

Service Level Performance. BCC Finance will set a target of 99% for Service availability for key services, within published available times. Individual performance exceptions will be identified and investigated to promote continuous improvement within our service. Strategic Review Meetings between the BLEP and the BCC will be held every 3 months to review the service. Performance will be monitored by BLEP – regular core operational meetings. Performance will be monitored by BCC Finance – regular core operational meetings and reports

Service Level Performance