Service Levels and Response Times Sample Clauses

Service Levels and Response Times. 3.1 The Supplier will use its reasonable endeavours to deliver the following Response Times as set out in the table. Service Severity Service Hours Response Times Priority 1 Extended Waking Hours Within 30 minutes Priority 1 Outside Extended Waking Hours (where specified in the Order form) Within 60 minutes Priority 2 Extended Waking Hours Within 60 minutes Priority 3 or 4 Extended Waking Hours Within 60 minutes Priority 5 Extended Waking Hours Within 4 hours
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Service Levels and Response Times. 6.1. ClientBank shall use reasonable endeavours to provide the Support Services in accordance with the following Issue Levels and Response Times: Issue Level Response / Resolution Times Level 1 Priority/Urgent 1 Business Day / 1 Business Days Level 2 Priority/High 1 Business Day / 2 Business Days Xxxxx 0 Xxxxxxxx/Xxxxxx 0 Xxxxxxxx Xxx / 0 - 0 Business Days Level 4 Priority/Low 1 Business Day/ 5 Business Days
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Service Levels and Response Times. In support of services outlined in this Agreement, Rxxxx will respond to requests submitted by the Purchaser in accordance with the table below: Severity Level Description Path to Resolution Timeframe Level 1 High Priority Issue that prevents operation of the Purchaser Authorized Product resulting in severe impact to the Purchaser’s business Severity Level 1 issues could include but are not limited to the following characteristics: · Multiple Purchaser Authorized Products are inoperable due to Product Unit or Safety Tested Battery Unit issue · Significant safety issue caused by Product Unit or Safety Tested Battery Unit Within 1 business day Level 2 Medium Priority Issue that prevents the intended use of the Purchaser Authorized Product, but a workaround is available Severity Level 2 issues could include but are not limited to the following characteristics: · Isolated issue with Product Unit or Safety Tested Battery Unit and no major safety risk Within 5 business days Level 3 Issue that does not significantly prevent the Purchaser Authorized Product from working as intended Within 10 business days Low Priority Severity Level 3 issues could include but are not limited to the following characteristics: · Reduced functionality but no major reduction to operations 4000 Xxxxx Xxxxxx, Vernon, CA, 90058 DRN: 20004.199.00 Revision: 0 Date: 9/4/2020 Page 8 of 11 Title: Service Level Agreement Normal operating business hours are Monday to Friday, 9 AM to 5 PM, Pacific Coast Time (PT). · Product issue tickets shall be submitted to the Romeo Customer Portal site, which includes a pre- defined form to report new issues, issue tracking and return merchandise authorization form (if applicable). The Romeo Customer Portal site can be used by an unlimited number of users authorized by PMC, including its third-party service partners. Each user shall be provided with unique login information by Rxxxx. · Priority level should initially be selected by the Purchaser during submittal of the ticket · Rxxxx personnel to review and reach out to Purchaser within 24 business hours of receipt to: o Align on appropriate Priority Level o Ensure full understanding of reported topic o Define next steps (e.g. additional data required, mitigation solution, final solution) · Path forward would include target final resolution date and interim solution (if applicable)
Sample 1
Service Levels and Response Times. 4.1 The Provider shall use reasonable endeavours to respond to a Technical Support Service request received within its Service Hours within 48 hours.
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Service Levels and Response Times. 18.1. Arinda will use their best endeavours to provide the Client with sufficient Support to resolve the support issue.
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Related to Service Levels and Response Times

  • Service Levels Annex 1 to this Part A of this Call Off Schedule sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Call Off Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Call Off Schedule (the Service Level Performance Criteria) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Call Off Schedule. The Supplier shall, at all times, provide the Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Services during the Call Off Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 12 of this Call Off Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Call Off Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Call Off Schedule; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 13 of this Call Off Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 13.1.2 of this Call Off Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Call Off Schedule sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Call Off Schedule, shall be a recurrent period of [one Month] during the Call Off Contract Period (the Service Period).

  • 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 Subject to the terms and conditions of this Agreement, Bank agrees to perform the custody services provided for under this Agreement in a manner that meets or exceeds any service levels as may be agreed upon by the parties from time to time in a written document that is executed by both parties on or after the date of this Agreement, unless that written document specifically states that it is not contractually binding. For the avoidance of doubt, Bank’s Service Directory shall not be deemed to be such a written document.

  • 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.

  • Customer Responsibilities Customer shall:

  • 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.

  • REPORTING RESPONSIBILITY a) Vendor shall be responsible for reporting all services purchased under the Contract. Vendor shall file the monthly reports, subcontract reports, and pay the administrative fees in accordance with the due dates specified in this section.

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