Severity Levels & Response Times Sample Clauses

Severity Levels & Response Times. TRITAN shall use its best efforts to adhere to the response times outlined in this Section. When submitting a Support Request, Client will specify the initial Severity Level for the issue in consultation with TRITAN. Client may request a change in Severity Level at any time by providing an explanation of the need for a change, and TRITAN will not unreasonably deny such requests. TRITAN reserves the right to downgrade the Severity Level of any Support Request if Client is not able to provide adequate resources or responses to enable TRITAN to continue with problem resolution efforts in a timely manner. Response times, including TRITAN’s and Client’s responsibilities, are defined as follows:
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Severity Levels & Response Times. TRITAN shall use its best efforts to adhere to the response times outlined in this Section. When submitting a Support Request, Client will specify the initial Severity Level for the issue in consultation with TRITAN. Client may request a change in Severity Level at any time by providing an explanation of the need for a change, and TRITAN will not unreasonably deny such requests. TRITAN reserves the right to downgrade the Severity Level of any Support Request if Client is not able to provide adequate resources or responses to enable TRITAN to continue with problem resolution efforts in a timely manner. Response times, including TRITAN’s and Client’s responsibilities, are defined as follows: Severity Level Description TRITAN Response Time Expected Client Response 1 Catastrophic Business Impact: Production application down or major malfunction resulting in an inoperative condition for all or the majority of users. The Software is unusable. Submission via telephone only. 1st response in < 2 hours Continuous effort on a 24x7 basis. * Rapid escalation within TRITAN. Notification of TRITAN senior executives. Notification of senior executives at Client site. Allocation of appropriate resources to sustain continuous effort on a 24x7 basis. Rapid access and response from change control authority.
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Severity Levels & Response Times. Initial response time measured by the severity levels above and from when Customer contacts ForeScout Support in accordance with the following: SEVERITY Time to Respond Sev 1 1 Hour Sev 2 3 Hours Sev 3 8 Hours Sev 4 Next business day
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Severity Levels & Response Times. TRITAN shall use its best efforts to adhere to the response times outlined in this Section. When submitting a Support Request, Client will specify the initial Severity Level for the issue in consultation with TRITAN. Client may request a change in Severity Level at any time by providing an explanation of the need for a change, and TRITAN will not unreasonably deny such requests. TRITAN reserves the right to downgrade the Severity Level of any Support Request if Client is not able to provide adequate resources or responses to enable TRITAN to continue with problem resolution efforts in a timely manner. Response times, including TRITAN’s and Client’s responsibilities, are defined as follows: SeverityLevel Description TRITAN Response Time Expected Client Response 1 Catastrophic Business Impact: Production application down or major malfunction resulting in an inoperative condition for all or the majority of users. The Software is unusable. Submission via telephone only. 1st response in < 2 hours Continuous effort on a 24x7 basis. * Rapid escalation within TRITAN. Notification of TRITAN senior executives. Notification of senior executives at Client site. Allocation of appropriate resources to sustain continuous effort on a 24x7 basis. Rapid access and response from changecontrol authority. 2 Critical business impact: Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions with impractical or no workaround available. The Software is usable but severely limited. Submission via telephone only. 1st response < 6 hoursContinuous effort on a 24x7 basis. * Notification of TRITAN senior managers. Allocation of appropriate resources to sustain continuous effort on a 24x7 basis. Rapid access and response from change control authority. Management notification. 3 Moderate business impact: Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions, but practical workaround exists. The Software is usable but limited. Submission via phone, email orweb portal. 1st response in < 2 business days. Effort during business hours only.** Allocation of appropriate resources to sustain continuous effort during business hours*. Allocation of appropriate resources to sustain continuous effort during business hours. Access and response from change control authority within 8 business hours*. 4 Minimal business impact:Minor loss of application functionali...
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Severity Levels & Response Times. Terascala shall use commercially reasonable efforts to address the Severity Levels set out below in the time periods described below, provided that classification of any problem among Severity Levels shall be reasonably in accordance with the definitions specified below which shall be determined in Terascala’s reasonable discretion:
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Related to Severity Levels & Response Times

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Service Levels All service level requirements will be set forth in Exhibit A (“XXXX.xxx Referral Service Level Requirements”). Recipient Xxxxxx agrees to adhere, and encourage Recipient Agent’s adherence, with the version of the XXXX.xxx Referral Service Level Requirements in effect at the time XXXX.xxx identifies the Referral to Recipient Broker/Agent.

  • Staffing Levels To the extent legislative appropriations and PIN authorizations allow, safe staffing levels will be maintained in all institutions where employees have patient, client, inmate or student care responsibilities. In July of each year, the Secretary or Deputy Secretary of each agency will, upon request, meet with the Union, to hear the employees’ views regarding staffing levels. In August of each year, the Secretary or Deputy Secretary of Budget and Management will, upon request, meet with the Union to hear the employees’ views regarding the Governor’s budget request.

  • SLA The SLA response times specified herein by Incident Priority level are guidelines only and commence from when an Incident is logged with the Support Centre and an incident reference number is given to the Customer.

  • Measuring EPP parameters Every 5 minutes, EPP probes will select one “IP address” of the EPP servers of the TLD being monitored and make an “EPP test”; every time they should alternate between the 3 different types of commands and between the commands inside each category. If an “EPP test” result is undefined/unanswered, the EPP service will be considered as unavailable from that probe until it is time to make a new test.

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