Service Management. Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
Service Management. Each Party shall, throughout the Term, maintain within its organization a service manager to serve as such Party’s primary point of contact for day-to-day communications, consultation and decision- making regarding the CiteRight Services (each, a “Service Manager”). Each Service Manager shall be responsible for providing all day-to-day consents and approvals on behalf of such Party under this Agreement. Each Party shall ensure that its Service Manager has the requisite organizational authority, skill, experience and other qualifications to perform in such capacity. Each Party shall use commercially reasonable efforts to maintain the same Service Manager in place throughout the Term. If either Party’s Service Manager ceases to be employed by such Party or such Party otherwise wishes to replace its Service Manager, such Party shall promptly name a new Service Manager by written notice to the other Party.
Service Management. The Supplier shall use the ITIL Service Management document set for the purposes of structured and documented Service Management or equivalent.
Service Management. Licensee agrees throughout the Term to maintain within its organization a service manager to serve as NCIT’s primary point of contact for day-to-day communications, consultation and decision-making regarding the Services. Licensee shall ensure its service manager has the requisite organizational authority, skill, experience and other qualifications to perform in such capacity. If Licensee’s service manager ceases to be employed by it or it otherwise wishes to replace its service manager, Licensee shall promptly name a new service manager by written notice to NCIT.
Service Management. The Service is provided 24 hours a day, 365 days per year. GBG will respond to faults GBG detects or which the Client reports to GBG as set out in paragraph 3.4 below.
Service Management. Service Desk The provision of a Service Desk function providing an interface between ICT users of the Customer and the ICT department of Cantium. Contact channels will include telephone, web chat and Service Portal. The Service Desk will be available from 08:00 to 17:00, Monday to Friday excluding bank holidays. The Service Desk will manage incidents and requests (an incident is any unplanned interruption to service, such as an error preventing successful logon to a laptop. A request is classified as any call for information or advice, or for a standard change, or access to an IT service). Customers who log a call with the Service Desk will be informed of progress of requests for service throughout the lifecycle of the request. This will include: • Providing Customers with resolution advice as appropriate • Verifying successful completion of requests for service with customers • Monitoring customer satisfaction on the Services as provided by the Service Desk • The Customer will be provided with an escalation path for incidents and requests in line with agreed service targets Incident Management An incident management function will be available. The purpose of incident management is to restore service operation as quickly and as efficiently as possible, minimising disruption to service. This includes: • Pro-active detection and recording of incidents • Classification and initial support • Investigation and diagnosis • Resolution and recovery • Incident ownership, monitoring, tracking, and communication. See the incident management table for full details. Problem Management A ‘problem’ is classified as the cause of one or more incidents. A problem management service will be available which aims to prevent problems and resulting incidents from occurring, eliminate recurring incidents, and to minimise the impact of incidents that cannot be prevented. This will include: • Prevention and avoidance of problems • Trend identification and analysis • Facilitation, co-ordination and completion major problem reviews. Change Management A change management capability enables changes to be made to the Customer’s ICT infrastructure with minimised disruption to services. This will include: • Raising and recording changes • Assessing the impact, cost, benefits, and risks of proposed changes • Ensuring the appropriate authorisation of change • Management and co-ordination of the scheduling of change • Monitoring and reporting on change activity • Closure and review of change...
Service Management. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
Service Management. For 99% of all non-spam emails less than 2 Mega Bytes in size, the time required to process an email will be less than 60 seconds. • If in any 1 calendar month, 1% or more of all processed non-spam emails less than 2 Mega Bytes in size takes 60 seconds or longer for Forcepoint to process (following receipt, ready for processing, to attempted delivery), Customer may be eligible for a Service Credit equal to 1 day for each email that takes 60 seconds or longer to receive, process and attempt to deliver, subject to a maximum credit of 5 days in any 1 month. This SLA applies only to legitimate business email (non-bulk email) and does not apply to emails 2 Mega Bytes or larger in size, denial of service (DOS) attacks, or email loops.
Service Management. Each party shall, throughout the Term, maintain within its organization a service manager to serve as such party's primary point of contact for day-to-day communications, consultation and decision-making regarding the Services. Each service manager shall be responsible for providing all day-to-day consents and approvals on behalf of such party under this Agreement. Each party shall ensure its service manager has the requisite organizational authority, skill, experience and other qualifications to perform in such capacity.
Service Management. 4.1 Whilst KCOM agrees to use reasonable endeavours to provide uninterrupted Services to the CP, KCOM may:
(a) give the CP instructions which it reasonably believes are necessary for reasons of health, safety or the quality of the Services and it is the CP’s responsibility to ensure these are adhered to; or
(b) interrupt the Services for operational reasons (such as planned maintenance or Service upgrades) or because of an Emergency. KCOM agrees to restore the interrupted Services as quickly as possible. KCOM will give the CP as much notice as possible and aims to give the CP at least 10 Working Days’ notice of any interruption to the Services for planned maintenance and upgrade work. If there has been an interruption to the Services for Emergency reasons, KCOM will inform the CP that there has been an interruption as soon as reasonably practicable. KCOM will use reasonable endeavours to restore the Services as soon as possible after the Emergency has ceased.
