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.
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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.
Appears in 2 contracts
Samples: Xpobay Service Level Statement, Xpobay Service Level Statement
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.. 6/6 Company name Incorporation Number 0000000
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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 4 hours (during business hours) for issues classified as High priority. Within 48 24 hours for issues classified as Medium priority. Within 5 working days 48 hours 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.
Appears in 1 contract
Samples: Service Level Agreement
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.
Appears in 1 contract
Samples: Service Level Agreement
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 prioritypriority (Default). • Within 5 working days (120 hours) 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.
Appears in 1 contract
Samples: Service Level Agreement
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 framestimeframes: 0-8 hours (during business hours) for issues classified as High priority. Within 48 hours 2 business days for issues classified as Medium priority. Within 5 working business 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.
Appears in 1 contract
Samples: Eobserve Service Level Agreement
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 priorityoutage, high priority or critical. • 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 and when deemed necessary by the service provider, it will also be dependent on the priority of the support request.
Appears in 1 contract
Samples: Service Level Agreement
Service Requests. In support of services outlined in this Agreement, the Service Provider will respond to service 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.
Appears in 1 contract
Samples: Service Level Agreement
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 3 hours (during business hours) for issues classified as High asHigh priority. Within 48 hours for issues classified as Medium asMedium priority. Within 5 working days for issues classified as Low asLow priority. Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
Appears in 1 contract
Samples: Level Agreement
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 priorityoutage, high priority or critical. 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 and when deemed necessary by the service provider, it will also be dependent on the priority of the support request.
Appears in 1 contract
Samples: Service Level Agreement
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 Client 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.
Appears in 1 contract
Samples: Service Level Agreement
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.
Appears in 1 contract
Samples: Level Agreement
Service Requests. In support of services outlined in this Agreement, the Company/Service Provider will respond to service related incidents and/or requests submitted by the Customer Client 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.
Appears in 1 contract
Samples: Non Disclosure Agreement
Service Requests. In support of services outlined in this Agreement, the Service Provider will respond to service service-related incidents and/or requests submitted by the Customer within the following time frames: o 0-8 hours (during business hours) for issues classified as High priority. o Within 48 hours for issues classified as Medium priority. o 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.
Appears in 1 contract
Samples: Level Agreement
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.
Appears in 1 contract
Samples: Service Level Agreement
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.
Appears in 1 contract
Samples: Level Agreement
Service Requests. In support of services outlined in this Agreement, the Service Provider will respond to service related incidents incidents, complaints 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.
Appears in 1 contract
Samples: Service Level Agreement
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.. Thank you!
Appears in 1 contract
Samples: Service Level Agreement
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.
Appears in 1 contract
Samples: Service Level Agreement
Service Requests. In support of services outlined in this Agreement, the Service Provider will respond to service service-related incidents and/or requests submitted by the Customer Beneficiaries 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.
Appears in 1 contract
Samples: Service Level Agreement