Service Request Resolution Time Service Level Sample Clauses

Service Request Resolution Time Service Level. The Service Request Resolution Time Service Level measures the elapsed time within which a Service Request for an Incident affecting a Production Environment is resolved (i.e., downgraded to a lower Severity Level, or closed) by Oracle. The resolution time commences when one of the following occurs:  the submission of the Service Request via My Oracle Support,  Oracle detects the Incident and logs the Incident as a Service Request in My Oracle Support, or  a Service Request is upgraded from Severity Level 3 or 4 to Severity Level 1 or 2. The Service Request Resolution Time Service Level shall be measured on a monthly basis for each SR Severity Level set forth in the table in Section 7.3 and calculated in accordance with the following formula: Total number of all Service Requests related to Production Environments for the applicable Severity Level which meet the times to close or downgrade such Service Requests in a calendar month, as set forth in the table in Section 7.3, divided by Total number of all Service Requests related to Production Environments for the applicable Severity Level in such calendar month, times 100. In other words: (Total number of all Service Requests related to Production Environments for the applicable Severity Level which meet the times to close or downgrade such Service Requests in a calendar month, as set forth in the table in Section 7.3) Total number of all Service Requests related to Production Environments for the applicable Severity Level in such calendar month x 100 For purposes of calculating Oracle’s performance against the Service Request Resolution Time Service Level or calculating any Service Level Credits, the measurement of Oracle's time-to- resolve shall begin at Oracle’s acceptance of the applicable Service Request. Service Requests for which the root cause is subject to exclusion per Section 6.3 or that occur in a Production Environment during a Stabilization Period (as defined in Section 6.2) shall not be included in the Service Request Resolution Time calculation. Service Level Credits related to Oracle’s performance of the Computer and Administration Services against the Service Request Resolution Time Service Level shall be calculated in accordance with Section 7.3.
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Related to Service Request Resolution Time Service Level

  • Service Request The Service Provider may:

  • 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.

  • Supplemental JBoss Software Conditions Software Access and Software Maintenance for Supplemental JBoss Software is intended and available for Development Purposes only and for up to 25 users for each 16 Core Band Subscription of Red Hat JBoss Middleware Software that you purchased. If you deploy or use the Supplemental JBoss Software for Production Purposes or for more than 25 users, you agree to purchase the appropriate Software Subscriptions for each Unit that you deploy or use. Red Hat’s Open Source Assurance Program applies only to the Red Hat JBoss Middleware Software Subscription that you purchased (such as Red Hat JBoss Enterprise Application Platform in the example above) and does not apply to Supplemental JBoss Software. JBoss xPaaS Subscriptions (defined below) are not considered Supplemental JBoss Software. Each installation and use of JBoss xPaaS Subscriptions Software for either Development Purposes or Production Purposes is a Unit and requires a paid Software Subscription.

  • 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.

  • Purchase Order Flip via Ariba Network (AN) The online process allows suppliers to submit invoices via the AN for catalog and non- catalog goods and services. Contractors have the ability to create an invoice directly from their Inbox in their AN account by simply “flipping” the purchase order into an invoice. This option does not require any special software or technical capabilities. For the purposes of this section, the Contractor warrants and represents that it is authorized and empowered to and hereby grants the State and the third-party provider of MFMP the right and license to use, reproduce, transmit, distribute, and publicly display within the system the information outlined above. In addition, the Contractor warrants and represents that it is authorized and empowered to and hereby grants the State and the third-party provider the right and license to reproduce and display within the system the Contractor’s trademarks, system marks, logos, trade dress, or other branding designation that identifies the products made available by the Contractor under the Contract.

  • 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).

  • Authorized User’s Statement of Work A competitive Mini-Bid is required for every transaction under this Centralized Contract. An Authorized User must prepare a detailed Statement of Work using Appendix F, Attachment 1, Mini-Bid Template. The Authorized User must distribute the Mini-Bid to all qualified Vendors per Lot(s) (unless a Vendor has removed itself from consideration via the Appendix F, Attachment 5, Mini-Bid Participation Interest Template). Contact information, organized by Lot, will be available on the OGS website for this Contract. An Authorized User shall conduct its Mini-Bid in accordance with the requirements set forth in Appendix F, Attachment 2, How to Use this Contract. The following terms and conditions shall apply to each Mini-Bid issued by an Authorized User:  An Authorized User may require the execution of unique forms, such as Confidentiality Non- Disclosure agreements; and  An Authorized User is required to make tentative award and non-award notifications to each Contractor who submitted a response to the Mini-Bid. Additionally, the minimum time, excluding the date of release, between issuance of the Mini-Bid by the Authorized User to the Mini-Bid Opening is as follows:  Xxx 0 Xxxx-Xxxx: Xxxx (0) Xxxxxxxx Xxxx  Xxx 0 Mini-Bids: Ten (10) Business Days

  • Network Resource Interconnection Service (check if selected)

  • Connecting Transmission Owner’s Scope of Work and Responsibilities The Connecting Transmission Owner will design, construct, own, operate and maintain all Connecting Transmission Owner’s Interconnection Facilities, except as otherwise stated above and in the Project Specific Specifications. The Connecting Transmission Owner will complete all engineering reviews, field verifications and witness testing, etc. in accordance with the ESBs and the Project Specific Specifications. Connecting Transmission Owner shall provide the revenue metering CT/PT units and meter socket enclosure. The Connecting Transmission Owner shall:  provide, run, and wire both ends of the color-coded cable for the revenue metering instrument transformer secondary wiring;  perform all terminations; and  supply and install the meter. The revenue meter may require a communications link to the RTU. The Connecting Transmission Owner will specify and run those communications cables. The Connecting Transmission Owner shall complete all wiring, testing and commissioning of the RTU.

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