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. 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 3.2 Where a ticket is logged out of the defined Service Hours the Response Time shall apply from the start of the Service Hours of the next Business Day. 3.3 Where a ticket is logged during the defined Service Hours the clock does not continue outside of the Service Hours, and will resume during the Service Hours of the next Business Day. 3.4 The Supplier will use its reasonable endeavours to deliver the following SLAs in respect of the Azure Capacity Subscription Services as set out in the table below. Service Hours Availability Azure Capacity Subscription Service 24x7x365 Availability is governed by and set by the applicable Microsoft Azure service, any variation in the availability of the Microsoft Azure Service will automatically apply to the Availability of this Azure Capacity Subscription Service
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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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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. 3.2 Where a ticket is logged out of the defined Service Hours the Response Time shall apply from the start of the Service Hours of the next Business Day. 3.3 Where a ticket is logged during the defined Service Hours the clock does not continue outside of the Service Hours, and will resume during the Service Hours of the next Business Day. 3.4 The Supplier will use its reasonable endeavours to deliver the following SLAs in respect of the Azure Managed Service Services as set out in the table below. Service Hours Availability Azure Managed Service 24x7x365 Availability is governed by and set by the applicable Microsoft Azure service, any variation in the availability of the Microsoft Azure Service will automatically apply to the Availability of this Azure Managed Service
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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. 4.2 The Provider gives no guarantee as to the time any given issue may take to resolve save that it hereby undertakes to use reasonable endeavours to resolve issues as quickly as is reasonably possible.
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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: 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 6.2. The Response Times set out in sub-Clause 6.1 refer only to the time within which ClientBank shall respond to a Support Request. ClientBank gives no guarantee as to the time any given issue may take to resolve save that it hereby undertakes to use reasonable endeavours to resolve issues as quickly as is reasonably possible within the target resolution times specified in the table above. 6.3. Examples of Priorities are as follows: 6.3.1. Low // example - might be fixing a minor technical issue which presents itself within the site. An example would be typos in the user interfaces. 6.3.2. Normal // example - might involve fixing a higher priority issue which could affect the users experience of the website. 6.3.3. High // example are issues which could affect the website's ability to help generate revenue. An example of this would be if the end user / client pages are inactive or unavailable. 6.3.4. Urgent // The Website is offline or has been hacked or has crashed.
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Service Levels and Response Times. 8.1. Infopad shall use reasonable endeavours to provide the Managed Services in accordance with the following Issue Levels and Response Times. Infopad reserves the right to challenge the Issue Level associated with the issue by [theCompany]: Issue Level 1 (e.g. outage) 1 Hour (during operating times) Issue Level 2 (normal support request for existing functionality) 24 Hours Issue Level 3 (change request for new or amended functionality) 5 Working Days 8.2. The Response Times set out in sub-Clause 8.1 refer only to the time within which Infopad shall respond to a Support Request. Infopad gives no guarantee as to the time any given issue may take to resolve save that it hereby undertakes to use reasonable endeavours to resolve issues as quickly as is reasonably possible. 8.3. The following Acceptable Delay Times shall apply to the Issue Levels as follows:
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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: 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)
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Service Levels and Response Times. 8.1 The Service Provider shall use reasonable endeavours to provide the Support Services in accordance with the following Issue Levels and Response Times: Issue Level 1 1 hour Issue Level 2 1 hour Issue Level 3 1 hour 8.2 The Response Times set out in sub-Clause 8.1 refer only to the time within which the Service Provider shall respond to a Support Request. The Service Provider gives no guarantee as to the time any given issue may take to resolve save that it hereby undertakes to use reasonable endeavours to resolve issues as quickly as is reasonably possible. 8.3 The following Acceptable Delay Times shall apply to the Issue Levels as follows: Issue Level 1 45 min Issue Level 2 45 min Issue Level 3 45 min 8.4 In the event that the Service Provider exceeds the Acceptable Delay Time for the relevant Issue Level when responding to a Support Request, the Service Provider shall be required to pay to the Client a Default Fee in accordance with Schedule 2. 8.5 Continued delays shall incur additional Default Fees each time the applicable Acceptable Delay Time period elapses until the Service Provider responds. 8.6 In the event that the Service Provider requires access to the Client’s Premises for the purposes of providing the Support Services, the Service Provider shall not be liable for any failure to comply with the relevant Response Time if it is unable to access the Premises through any fault of the Client. 8.7 For the purposes of monitoring and managing performance under this Agreement the Parties shall respectively appoint the Client’s Performance Representative and the Service Provider’s Performance Representative (each a “Performance Representative” for the purposes of this Clause 8). It shall be the responsibility of the Performance Representatives to ensure that the Support Services are provided in accordance with the Service Levels and the terms and conditions of this Agreement. 8.8 The provision of the Support Services in accordance with the Service Levels shall be monitored by the Client’s Performance Representative and the Service Provider’s Performance Representative in accordance with the provisions of Schedule 3. 8.9 All data collected by the Performance Representative(s) pursuant to this Clause 8 and to Schedule 3 shall be presented in monthly Performance Reports to be prepared by the Service Provider. 8.10 Performance Reports shall be submitted, within the time period specified in Schedule 3, to the Client’s Representative and the Service Provid...
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Related to Service Levels and Response Times

  • 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 Specification The Parties have agreed upon the scope and specification of the Services provided under this Service Agreement in the Service Specification.

  • 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.

  • Customer Responsibilities Notwithstanding the above, Customer agrees that except as provided by this DPA, Customer is responsible for its secure use of the Services, including securing its account authentication credentials, protecting the security of Customer Data when in transit to and from the Services and taking any appropriate steps to securely encrypt or backup any Customer Data uploaded to the Services.

  • Customer Responsibility You agree that you are responsible for all access to and use of the Service through your account or password(s) and for any fees incurred for the Service, or for software or other merchandise purchased through the Service, or any other expenses incurred in accordance with the terms of this Agreement. You agree that you are responsible for backing up (a) any data you submit, receive or transfer over the Service, including, without limitation, your email; and (b) any data, files, programs, or applications on any device you connect to the Service. You acknowledge that you are aware that content accessible on or through the Service may contain material that is unsuitable for minors (persons under 18 years of age). You agree to supervise usage of your account by minors. You ratify and confirm any obligations incurred by a minor using your account.

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