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. 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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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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Related to Severity Levels & Response Times

  • Offense Level Calculations i. The base offense level is 7, pursuant to Guideline § 2B1.1(a)(1).

  • 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 Annex 1 to this Part A of this Call Off Schedule sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Call Off Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Call Off Schedule (the Service Level Performance Criteria) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Call Off Schedule. The Supplier shall, at all times, provide the Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Services during the Call Off Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 12 of this Call Off Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Call Off Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Call Off Schedule; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 13 of this Call Off Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 13.1.2 of this Call Off Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Call Off Schedule sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Call Off Schedule, shall be a recurrent period of [one Month] during the Call Off Contract Period (the Service Period).

  • Service Level Expectations Without limiting any other requirements of the Agreement, the Service Provider shall meet or exceed the following standards, policies, and guidelines:

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  • Grievance Levels Level One. If not resolved on an informal discussion basis, the grievance shall be reduced to writing, outlining:

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  • 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.

  • Vehicle Base Specifications Note: The actual vehicle awarded may exceed the minimum specifications stated below. The Authorized User may elect to add additional Options, delete Options, or substitute a vehicle feature that is an Option with another Option. See Contract Section III.6

  • Service Specification The Parties have agreed upon the scope and specification of the Services provided under this Service Agreement in the Service Specification.

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