Service Request Management. Aviat Networks will dedicate continuous attention to Critical and Major Service Requests until service is restored or request is closed. Aviat Networks will work to resolve the Service Request until Customer accepts the proposed solution, at which point the TAC will close the Service Request.
Service Request Management. Customers can request information on their Managed Environment, AWS Managed Services, or AWS Service Offerings by submitting Service Requests using the AWS Managed Services Interface. Service Request types also include "How to" questions about AWS services and features, troubleshooting API issues, customer service requests and technical support cases.
Service Request Management. WizCom shall implement a process for Avis to request products and functions supplied by WizCom within the scope of this Agreement ("Service Requests"). The Service Request process will be approved by Avis prior to the Effective Date and include procedures for the following: logging of requests, evaluation, estimation, required approvals, prioritization, implementation and status reporting. These functions will be described fully in the Procedures Manual.
Service Request Management. The Service Request management team will work with the MSI to define, train the steady state team and implement the Service Request process. The new process will improve the cycle time of addressing Service Requests and keep the work volumes at a manageable level to be handled by the steady state staff. The Service Provider’s Service Request backlog team will categorize the open requests and then work with the MSI and DIR Customers to prioritize the requests. The Service Provider will then staff a team based on the categorization and prioritization and create a detailed plan to address the backlog by Commencement + one and a half (1.5) months. The mix of skills on the team will change based on the requests to be resolved. The team will bring the backlog of Service Requests to zero (0) within twelve (12) months after Commencement. During optimization, additional improvements will be identified and implemented to ensure the Service Request work volume remains at a manageable level. At Commencement the Service Provider Transition Team will provide the MSI the information required to update all Disaster Recovery Plans (for both DIR Customers and the Consolidated Data Centers) to reflect correct contact information and activation, notification and declaration processes and procedures resulting from Transition. The Service Provider Transition Team and MSI shall work with DIR Customers to complete a gap analysis of the Disaster Recovery Plans and technical recovery guides compared to the requested recovery time objective and selected service tier from the Services Tier Matrix, as specified in Exhibit 16. Within six (6) months after the Commencement Date, the MSI, with the support of the Service Component Providers, will (i) for all previously tested Applications, update the Disaster Recovery Plans and technical recovery guides to reflect all changes implemented during Transition, (ii) complete the gap analysis, document the gaps, and present to the DIR Customers all gaps with proposed options to remediate, and (iii) provide DIR a schedule for creating new or updating existing Technical Recovery Guides for all Applications. The Service Provider IT Service Continuity Management team will utilize the Service Provider Transition discovery team to gather information as part of the Service Provider’s knowledge transfer process. The Service Provider will gather service continuity information for each Application in order to understand the environment including problem a...
Service Request Management. In support of services outlined in this Agreement, Materialise will respond to service-related incidents and/or requests submitted by the Customer within the following time frames. Customers can submit their service requests to Materialise’s Help Desk through your Materialise account manager. Priority Level Low Normal High Description Hindrance to the work of individual users and/or an acceptable workaround is available. Interruption to the work of individual users and no acceptable workaround is available. Interruption of critical processes affecting individual users and no workaround available. Urgency Immediate resolution is not needed by the Customer Immediate resolution is not needed by the Customer. Immediate resolution is needed by the Customer. 95% of requests will be assigned internally within the following Response Time 8 hours 2 hours 1 hour Materialise regularly releases new Updates, Upgrades, workflow enhancements and features. The Software may be updated automatically once a new Update or Upgrade is available. Updates and Upgrades will become part of the Software and will be subject to the provisions of this Agreement.
Service Request Management. The ability to create service requests online, allowing Customer to describe technical challenges privately to: (i) determine if a problem Customer is encountering is attributable to an Error and (ii) to assist in resolving Errors reported by Customer that occur during normal usage of Products.
Service Request Management. Contractor shall implement and manage the Service Request Management practice across the Integrated Service Providers and other vendors, as directed by the Government. The Contractor shall assist in the coordination of requests for Integrated Services and other program related services from authorized users. Contractor shall ensure requests are managed from the initial request through fulfillment of such requests from multiple sources, such as Service Providers, other vendors, and Customers. While the majority of Service Requests are minor (such as standard changes), the Request Management practice shall direct more complicated requests to the solution design process.
Service Request Management. Service Request Management is the process to manage the lifecycle of all Service Requests. It ensures that all authorised Service Requests are accurately fulfilled and the fulfilment time is minimised and prior to closure of a Service Request, all Configuration Items that are changed by the Service Request are updated in the configuration management system. Service Requests are part of predefined baskets or service request catalogues, agreed between the Customer and the Service Provider, and the Service Requests are submitted by the End-Users service requesters to the Service Provider via self-service or via the Service Desk for processing. The Service Provider will provide Service Request Management Services across the Annexes listed in Section 1.2 of this document.
Service Request Management. Service Request Management is the process to manage the lifecycle of all End User Service Requests. It ensures that all authorised Service Requests are accurately fulfilled and the fulfilment time is minimised and prior to closure of a Service Request all Configuration Items that are changed by the service request are updated in the configuration management system. Service Requests are part of predefined baskets or service request catalogues, agreed between the Customer and the Service Provider, and the Service Requests are submitted by the End-Users to the Service Provider via Self-Services or via the Service Desk for processing. Develop, maintain and update an approved Service Catalogue on Service Provider provided [***] tool. R,A C,I Develop and maintain request fulfilment process and procedure documentation. for all Service Catalogue items R,A C,I Work with and provide effective collaboration and communication between all affected parties involved, or potentially involved in the fulfilment of Service Requests. R,A I Provide accurate and meaningful communication and reporting with all affected parties in relation to Service Requests. R,A I Coordinate service request activities with the Service Desk and provide resolver group support to the Service Desk and/or End Users as necessary. R,A I Provide access of processes and tools necessary for the Service Desk and perform request fulfilment for all approved Service Catalogue items R,A C,I Maintain a complete audit trail of Service Requests including recording and tracking Service Requests and updating Service Request status in [***]. R,A I Respond to Service Requests using the Service Request template agreed with the Customer. R,A C,I If the Service Request cannot be fulfilled, communicate the same to the requestor, appropriate affected parties and any other service provider as directed by the Customer. R,A C,I Fulfil authorised Service Requests through the Service Catalogue and where this involves one or more changes, implement those changes in accordance with Change Management process. R,A C,I
Service Request Management. All Requests
