Common use of Services and Monthly Support Case Report Clause in Contracts

Services and Monthly Support Case Report. Contractor shall (i) provide the Court with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the Court Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the Court for each Defect and the table set forth below rev 5-04-15 Severity Level Description Resolution Hours Response Period Resolution Period Severity Level 1  A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the Court or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours

Services and Monthly Support Case Report. Contractor shall (i) provide the Court JBE with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the Court JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the Court JBE for each Defect and the table set forth below rev 5-04-15 below. Severity Level Description Resolution Hours Response Period Resolution Period Severity Level 1  • A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the Court JBE or user is 24 hours per day, 7 days per week 30 minutes 2 hours prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hoursor

Services and Monthly Support Case Report. Contractor shall (i) provide the Court with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the Court Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the Court for each Defect and the table set forth below rev 5-04-15 Severity Level Description Resolution Hours Response Period Resolution Period Severity Level 1  • A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the Court or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours

Services and Monthly Support Case Report. Contractor shall (i) provide the Court JBE with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the Court JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the Court JBE for each Defect and the table set forth below rev 5-04-15 below. Severity Level Description Resolution Hours Response Period Resolution Period Severity Level 1  • A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the Court JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours

Services and Monthly Support Case Report. Contractor shall (i) provide the Court JBE with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the Court JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the Court JBE for each Defect and the table set forth below rev 5-04-15 Severity Level Description Resolution Hours Response Period Resolution Period Severity Level 1  • A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the Court JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours

Services and Monthly Support Case Report. Contractor shall (i) provide the Court JBE with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the Court JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the Court JBE for each Defect and the table set forth below rev 5-04-15 below. Severity Level Description Resolution Hours Response Period Resolution Period Severity Level 1  A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the Court JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours