Severity Classif ication and Response Time Goals Sample Clauses

Severity Classif ication and Response Time Goals. Issues are classified according to severity of impact on the use of the Software, according to the Support Response Time Goal chart below. All disputes regarding severity classification will be resolved by TCP in its sole discretion. Support Response Time Goals Severity Impact Response Time Goal Level 1 Production system is down, impacting all applications and associated business systems. No Workaround exists. A Level 1 Issue will immediately be assigned to a TCP Support Technician who will contact Client within one (1) business hour with an initial response. The support technician will then work without interruption on the Issue until a resolution is reached, either in the form of a complete f ix, or an interim Workaround solution that will cause the level of urgency to drop to Level 2. Level 2 Production system performance is degraded, but operational; Issue affects essential functions, and no Workaround exists; or Issue is blocking critical systems tests or deliverables. A Level 2 Issue will immediately be assigned to a TCP Support Technician who will contact Client within two (2) business hours with an initial response. The support technician will then work without interruption during standard support hours until a resolution is reached, either in the form of a complete f ix, or an interim Workaround solution that will cause the level of urgency to drop to Level 3. Level 3 General product questions relating to development, feature issues, or Documentation. A Level 3 Issue will be assigned to a TCP Support Technician who will contact Client within one (1) business day with an initial response. The support technician will work on the issue during Standard Support Hours.
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Related to Severity Classif ication and Response Time Goals

  • Technical Objections to Grievance No grievance will be defeated or denied by any minor technical objection.

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  • Technical Objections to Grievances It is the intent of both Parties of this Agreement that no grievance shall be defeated merely because of a technical error, other than time limitations in processing the grievance through the grievance procedure. To this end, an arbitration board shall have the power to allow all necessary amendments to the grievance and the power to waive formal procedural irregularities in the processing of a grievance, in order to determine the real matter in dispute and to render a decision according to equitable principles and the justice of the case.

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  • Interconnection Customer Compensation for Actions During Emergency Condition The CAISO shall compensate the Interconnection Customer in accordance with the CAISO Tariff for its provision of real and reactive power and other Emergency Condition services that the Interconnection Customer provides to support the CAISO Controlled Grid during an Emergency Condition in accordance with Article 11.6.

  • Goals Goals define availability, performance and other objectives of Service provisioning and delivery. Goals do not include remedies and failure to meet any Service Goal does not entitle Customer to a Service credit.

  • Training Objectives It is important that the objectives for the employee(s) enrolling in this course or program is related to the strategic objectives of the organization for which the employee works. Provide text to explain how the training event meets agency objective(s) and purpose type.

  • Specific Objectives In accordance with Articles 34 and 35 of the Cotonou Agreement, the specific objectives of this Agreement are to:

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