Service Response Times. The Supplier will endeavour to provide assistance as quickly as is reasonably practicable, and otherwise within the agreed timeframe.
Service Response Times. The Supplier shall provide a comprehensive maintenance service that is capable of fulfilling the demands of Contracting Bodies for all software supplied in the provision of the solution.
Service Response Times. CCMS will endeavour to provide assistance as quickly as is reasonably practicable, and otherwise within the agreed timeframe.
Service Response Times. Response Time measurement begins at the time the MerlinOne site receives a User Request and ends when the matching response leaves the MerlinOne site. MerlinOne System will meet or exceed the System response times listed below for weekly prime usage periods.
1.2.3.1. Navigation: There shall be a maximum of five (5) second response time for 95% of all navigation requests that result in display of a different Web page to the Customer.
Service Response Times. For any issues reported, Nexla will provide the following response times depending on the type of issue P1 8 hours 1 hour P2 12 hours 4 hour P3 1 business day 1 business day P0: Critical infrastructure issues. These are monitored 24×7 by Nexla team P1: Customer’s production use of Nexla software is impacted by some features becoming unavailable. P2: Customer’s non-production use of Nexla software is impacted by some features becoming unavailable. P3: All other tickets Response time*: All response times are for Nexla Business hours, 9am to 6pm Monday – Friday Pacific time, except for National US holidays. Customer’s sole and exclusive remedy for any Unavailability, non-performance, or other failure by us to provide the Company Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
Service Response Times. OneGuard will make reasonable efforts to initiate service by selecting an authorized service contractor within 48 hours after a service request has been made.
Service Response Times.
(a) The Supplier will use its best endeavours to arrive within one hour of receiving a request for Home Emergency Services but a response time is not guaranteed and will vary depending on the location of your property, demand for the HRM Service and severe weather conditions amongst other things.
(b) The Supplier will endeavour to provide assistance as quickly as is reasonably practicable, and otherwise within the agreed timeframe.
Service Response Times. Customer and SOLUS acknowledge and agree that normal service response times by SOLUS are during normal business hours of Monday through Friday, 7:00 AM to 6:00 PM Pacific Time.
Service Response Times. We strive to provide exceptional service. The following defines issue classification and targeted response times:
a. Severity Code 1: Severity Code 1 implies that The Software and/or The Server System (collectively "The Environment") is not functioning. Some examples of Severity Code 1 System Errors are as follows:
i. The Environment is stopped and will not restart.
ii. The Environment is not able to communicate with external systems.
iii. The Environment is generating a data corruption condition. We will use our commercially reasonable efforts to resolve Severity Code 1 System Error reports on a twenty-four (24) hour basis. When a Severity Code 1 System Error is reported, We will assign resources necessary to correct the System Error. We will take all reasonable measures to provide an initial response to Severity Code 1 issues within four (4) hours, provide a resolution within twenty-four (24) hours, and provide You with timely status reports.
b. Severity Code 2: Severity Code 2 implies that The Environment is running but that You are unable to use major portions of The Software. Some examples of Severity Code 2 System Errors are as follows:
i. Intermittent System Error.
ii. Major functional component is unavailable. Severity Code 1 System Errors will take priority over Severity Code 2 System Errors. We will assign appropriate technical resources to Severity Code 2 System Errors as long as there are no Severity Code 1 System Errors awaiting resolutions. We will take all reasonable measures to provide an initial response to Severity Code 2 issues within eight (8) hours, provide a resolution within forty-eight (48) hours, and provide You with timely status reports.
c. Severity Code 3: Severity Code 3 implies that The Environment is operating close to normal but there is a non-critical System Error. Severity Code 3 System Errors may be fixed in the next scheduled Upgrade or Update. We will research Severity Code 3 System Errors after Severity Code 1 and Severity Code 2 System Errors. We may correct Severity Code 3 System Errors in the next scheduled Upgrade or Update.
d. Severity Code 4: Severity Code 4 implies that The Environment is operating normally but the customer is in need of instructional assistance. Severity Code 1, 2, and 3 System Errors will take priority over Severity Code 4 calls. We will assign appropriate Support Services to Severity Code 4 calls as long as there are no Severity Code 1, 2, or 3 System Error reports awaiting resolution.
e. Out...
Service Response Times. The Supplier shall provide a comprehensive maintenance service that is capable of fulfilling the demands of Contracting Bodies for all software supplied in the provision of the solution. MAINTENANCE, SUPPORT AND PERFORMANCE Where software is provided to support the provision of an On Site Digital Enablement Software Solutions, it is essential that the Supplier can provide a comprehensive maintenance service that is capable of fulfilling the demands of the individual Contracting Body. The maintenance service is mandatory requirement regardless of whether software is leased or purchased. The service must include installation, testing, connection to the network, goods and services training, preventative and breakdown maintenance, maintenance for free of charge software, remote support, network support and firmware. Technicians carrying out any of these services must be fully trained to manufacturer’s specification. The Supplier shall ensure that the maintenance and support provided reduces the risk of downtime, and ensuring business continuity as a result.
