Service Request Acknowledgement Sample Clauses

Service Request Acknowledgement. Within 2 business days at a maximum during normal operations. On a best effort basis for crisis scenarios as defined in our Business Continuity plan. n n n Service Request Support Support included for all Service Requests a month where Service Request effort <= 1 hour. n Support included for 4 Service Requests a month where Service Request effort <= 1 hour. n Platform Incident Notification Critical incidents are notified to customers within 30 minutes of detection by Bottomline. n n n Customer Data Retention Bottomline retains customer data for 12 rolling months as standard. The Customer data may be retained as any combination of online data and archive files. n n n PLATFORM MAINTENANCE & TESTING Standard Gold Platinum Scheduled Maintenance Notification BT provides 30 business days notice for scheduled maintenance during Service Availability hours. Scheduled maintenance includes changes such as upgrades relating to operating systems, infrastructure components and inter-banking network enhancements. n n n Mandatory Maintenance Notification BT provides 2 business days notice for mandatory maintenance. Mandatory Maintenance involves changes that Bottomline deems necessary for implementation prior to the next scheduled maintenance window. n n n Emergency Maintenance Notification Emergency changes are unplanned - notification is provided upon event. n n n Test Environment Accessibility 24 * 7 * 365, except -scheduled test environment maintenance windows -crises as defined in the Business Continuity Plan n n n Test Environment Availability 09:00 - 17:00 business days during normal operations. Bottomline cannot guarantee test environment availability during maintenance windows. If customers wish to ensure test environment availability (i.e. that no maintenance is underway), they must book a test environment slot under the following conditions: - Request for test slot not to be made more than 20 days in advance - Testing period is 5 business days maximum. Test Environment availability, even if pre-booked, is not guaranteed for any crisis outlined in the Business Continuity Plan. n n n Test Environment Monitoring Start of business day check on availability of test environment and customer is notified upon unavailability. n n SWIFT Upgrades For SWIFT Customers -SWIFT FIN standards release provided for Customer testing 6 weeks before cutover date. -SWIFTNet upgrades implemented 1 month before end of life. -SWIFT Quarterly security updates applied in line with SWIFT r...
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Related to Service Request Acknowledgement

  • Service Request The Service Provider may:

  • Service Requests In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:  0-8 hours (during business hours) for issues classified as High priority.  Within 48 hours for issues classified as Medium priority.  Within 5 working days for issues classified as Low priority. Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.

  • BFR (Bona Fide Request) The process described in the Network Element Attachment that prescribes the terms and conditions relating to a Party's request that the other Party provide a UNE that it is not otherwise required to provide under the terms of this Agreement.

  • BONA FIDE REQUEST PROCESS 42.1. Embarq shall promptly consider and analyze CLEC requests for unbundled Network Elements that are not currently developed by Embarq, network information that is reasonably required to determine what unbundled Network Elements it needs to serve a particular customer or development of and changes to Embarq work processes related to ordering, provisioning or installation of unbundled Network Elements with the submission of a Bona Fide Request (“BFR”) hereunder.

  • Bona Fide Request (BFR) The process described in the UNE Attachment that prescribes the terms and conditions relating to a Party's request that the other Party provides a UNE that it is not otherwise required to provide under the terms of this Agreement.

  • Service Outline 3.1 The pharmacist will:

  • Bona Fide Request Any request by a Party for services, including features, capabilities, functionality, Network Elements or Combinations that are not otherwise provided by the terms of this Agreement at the time of such request, shall be made pursuant to the Bona Fide Request (“BFR”) process set forth on Schedule 2.2.

  • Bona Fide Request/New Business Request Process for Further Unbundling 6.1 BellSouth shall, upon request of <<customer_name>>, provide to <<customer_name>> access to its network elements at any technically feasible point for the provision of <<customer_name>>'s telecommunications service where such access is necessary and failure to provide access would impair the ability of <<customer_name>> to provide services that it seeks to offer. Any request by <<customer_name>> for access to a network element, interconnection option, or for the provisioning of any service or product that is not already available shall be treated as a Bona Fide Request/New Business Request (BFR/NBR), and shall be submitted to BellSouth pursuant to the BFR/NBR process.

  • CHANGE REQUEST PROCEDURE (a) Any Change Request of Customer or SAP must be in writing and in the format as provided by SAP.

  • Change Request Either Landlord or Tenant may request Changes after Landlord approves the Approved Plans by notifying the other party thereof in writing in substantially the same form as the AIA standard change order form (a “Change Request”), which Change Request shall detail the nature and extent of any requested Changes, including (a) the Change, (b) the party required to perform the Change and (c) any modification of the Approved Plans and the Schedule, as applicable, necessitated by the Change. If the nature of a Change requires revisions to the Approved Plans, then the requesting party shall be solely responsible for the cost and expense of such revisions and any increases in the cost of the Tenant Improvements as a result of such Change. Change Requests shall be signed by the requesting party’s Authorized Representative.

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