Service Window. The time frame during which the eHealth services are offered to the client applications, is defined in terms of days and hours. Standard working days are all days of the year, except during the biannual maintenance periods and Bank Holidays. The following table summarises the eHealth service window. Monday Tuesday Wednesday Thursday Friday Saturday Sunday Day period 00:00 – 07:00 07:00 – 08:00 08:00 – 16:30 16:30 – 19:00 19:00 – 20:00 20:00 – 24:00 Legend Timeslots where the Service must be available according to the SLA and where corrective actions will be taken to resolve detected Incidents. Timeslots where the Service will be available provided there are no blocking Incidents. If these incidents do appear, no corrective action will be taken. Timeslots where unavailability can occur.
Service Window. All Response Time and Service Windows are only available in EST or GMT time zone and refer to a Service Response, not time to generate a solution. All Response Times and Service Windows might be affected by the occurrence of any Force Majeure Event (as defined in Section 15.4 of the Agreement). Unless impacted by a statutory holiday applicable to businesses operating in New York, NY or London, UK, Service Provider personnel will be available to handle service/support matters during the Service Window indicated above. Please note, however, an applicable statutory holiday may result in a shortened Service Window on a given weekday or even possibly no Service Window. Also, please note that Service Provider reserves the right to cancel the Service Window for Winter Holidays from December 23 to January 2. Please note that Service Provider personnel may be able to provide assistance outside of the Service Window times; however, this must be arranged separately with Service Provider and is not guaranteed.
Service Window. A service window is a recurring time period (Mondays 01.00-06.00) where Telenor has the option to perform support on delivered services without influence on the calculation of availability. Generally all customers are informed about planned jobs on the web at least 5 working days before the allocated time will be taken in charge and in what amount the time will be used. The customer chooses the way of contact through Webline. Telenor is only able to use 15 hours per 90 days for this kind of service support. Service windows not announced appropriately will be treated as down time during calculation of availability.
Service Window. EXCEPTIONS Remote traveling end-users (also defined as Class 3 Customer Site in Exhibit B) will be given 1st tier support by phone and will receive service per call on a 24/7 basis. PORTIONS OF THIS AGREEMENT HAVE BEEN OMITTED PURSUANT TO A REQUEST FOR CONFIDENTIAL TREATMENT FROM THE SEC Service Levels and Service Level Credits 4 RESOLUTION CONTINUITY The resolution process for MUO or Critical Priority Incidents will not stop even if it extends the General Service Window or MCC Service Window. The resolution process will continue within and outside of the applicable Service Window until full resolution or workaround has been implemented. The resolution process of Regular and Low Priorities will be performed during the General Service Window. If an Incident is not resolved during the General Service Window, the resolution process will stop and continue during the next General Service Window. PORTIONS OF THIS AGREEMENT HAVE BEEN OMITTED PURSUANT TO A REQUEST FOR CONFIDENTIAL TREATMENT FROM THE SEC Service Levels and Service Level Credits
A. Within fifteen (15) days after the Effective Date (of the Agreement), the Parties shall mutually agree on the identity of an independent third party that will conduct a baseline customer satisfaction survey of the Services to be provided under this Agreement in accordance with the survey protocols and procedures specified in EXHIBIT D (TRANSITION AND STABILIZATION) (the "BASELINE SURVEY"). At least thirty (30) days before the Commencement Date, such independent third party shall have conducted the survey and shall submit the results to Customer for its approval. Such Baseline Survey shall thereafter become the baseline for measuring performance improvements and conducting other satisfaction surveys hereunder. During the Term and as part of the Services, HP-OMS shall engage independent third parties (such third parties to be approved in advance by Customer) to conduct satisfaction surveys at least on a semi-annual (every six months) basis, beginning on one year after Commencement Date (2 months after the end of Transition and Stabilization phase) the date of delivery of the Baseline Survey. The survey shall at a minimum cover at least the following classes of users: (i) end users of the Services ; and (ii) senior management of end users . The content, scope, and method of the survey shall be consistent with the Baseline Survey.
Service Window. The default service windows defined in the MSA (Chapter 5.1.1 Service, support and maintenance window) is applicable for this SLA. Monday Tuesday Wednesday Thursday Friday Saturday Sunday Day period 00:00 – 07:00 07:00 – 08:00 08:00 – 16:30 16:30 – 19:00 19:00 – 21:00 21:00 – 24:00 Legend Timeslots where the service must be available according to the SLA and where corrective actions will be taken to resolve detected incidents. Timeslots where the service will be available provided there are no blocking Incidents. If incidents do appear, no corrective action will be taken. Timeslots where unavailability can occur.
Service Window. All Response Time and Service Windows are only available in EST or GMT time zone and refer to a Service Response, not time to generate a solution. All
Service Window. Maingate’s ambition is that Maingate’s services are accessible in accordance with customers’ needs. There are occasions when the systems have to be updated in such a way that the services are inaccessible during the time when the updating is done. In order to minimise the consequences for the customers, Maingate has defined a service window, in which planned system maintenance is carried out. Maingate Support notifies the customer of any work scheduled no less than 5 workdays before the work is done. The service window is set to the following time:
Service Window. Service Service window Comments End user support on-site business days 9h -17h When the on-site support person is absent, remote support from Contractor takes over both for end user support and management of the infrastructure. Working days with on -site presence: around 245 days. Working days of the year except European Commission holidays (table b elow). In case of unplanned absence the on -site resource will be replaced on best effort base on the fir st day (on the second day replacement is guaranteed) End user support remote business days 8h30 -18h Covers call intake with fir st line support and immediate action on urgent calls. End user support remote (outside office hours) until 22:00 working days; 9:00 -17:00 non -working days) Covers call intake with fir st -line basic support (VPN, password reset, webmail support, incident logging, etc.) IT systems available business days 7h -20h Except previously agreed upon maintenance windows. Webmail and VPN access 24x7 coverage Covered with remote management by on -call team from Contractor . Europe an Commission holidays in 201 8 (for reference only , see point I.15 of Annex A4 , Framework Contract template ): 2 January Tuesday, day following New Year’s Day
Service Window. Subject to the parties’ mutual agreement to the contrary, Delphi shall perform routine maintenance and upgrades within the following service window of Friday 23:00 Central Time – Saturday 05:00 Central Time unless otherwise specifically mutually agreed in writing.
Service Window. The Service Window will be available 24x7x365 days. Pre-approved downtime will not be considered for penalty. The pre-approved downtime will be a window for regular maintenance schedules, which will have to be discussed every time during the SLA meetings.
