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: 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. 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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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: Sev 1 1 Hour Sev 2 3 Hours Sev 3 8 Hours Sev 4 Next business day
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Related to Severity Levels & Response Times

  • Response Times Qubit bases its response times and the actions it takes to resolve problems on an assessment of the impact of the reported technical issue. The more serious the impact, the higher the assigned priority. For all support issues relating to Customer, Qubit will respond in accordance with Table 1: P1 1 hour 4 hours P2 1 hour 8 hours P3 4 hours 72 hours P4 1 business day Next or a later major release **The Priority Levels are defined in Section II(2) below.

  • 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.

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

  • Line Item Question Response 46 Do your warranties cover all products, parts, and labor? Warranties are those supplied by the equipment manufacturers. Generally cover parts and labor. * 47 Do your warranties impose usage restrictions or other limitations that adversely affect coverage? Warranty will not cover abuse or lack of maintenance. * 48 Do your warranties cover the expense of technicians' travel time and mileage to perform warranty repairs? Yes * 49 Are there any geographic regions of the United States or Canada (as applicable) for which you cannot provide a certified technician to perform warranty repairs? How will Sourcewell participating entities in these regions be provided service for warranty repair? We have coverage in the United States. * 50 Will you cover warranty service for items made by other manufacturers that are part of your proposal, or are these warranties issues typically passed on to the original equipment manufacturer? We warranty any work we preform. The equipment is covered by the original equipment manufacturer. * 51 What are your proposed exchange and return programs and policies? Special order items are not returnable and will not be exchanged. If a manufacture will take back an item they consider returnable, the return must have an RMA and be returned within 90 days in the original carton. All freight, restocking, damage plus a service fee will be deducted form the credit for equipment. * 52 Describe any service contract options for the items included in your proposal. We offer preventative maintenance contracts for refrigeration equipment in Texas. DFW, Houston, Beaumont and Austin. * 53 Describe your payment terms and accepted payment methods. Standard payment terms are Net 30 days. To be considered for an open account, all new customers will be required to complete a New Customer Application and provide tax exemption certification if applicable. All applicants are subject to Strategic's Credit Terms and Policies and must meet criteria specified therein. Finance charges of 1/5% per month (18% APR) or the maximum rate that an applicant may lawfully contract to pay, whichever is less, on any payment Seller considers past due until collected. Accepted payment methods include check, ACH, wire transfer, credit card * 54 Describe any leasing or financing options available for use by educational or governmental entities. TriMark Strategic has developed business relationships with several reputable third-party leasing companies and can provide Sourcewell customers with information regarding this option upon request. * 55 Describe any standard transaction documents that you propose to use in connection with an awarded contract (order forms, terms and conditions, service level agreements, etc.). Upload a sample of each (as applicable) in the document upload section of your response. Strategic will require a valid Purchase Order from Sourcewell customers. Upon acceptance, Strategic will agree to the terms and conditions set forth in the Purchase Order. All quotes submitted by Strategic to Sourcewell customers will be on a standard Quotation Form and will have this statement regarding the Terms of Sale: "This Quote shall be subject to Trimark's Terms of Sale http//xxx.xxxxxxxxxx.xxx/XxxxXxxxx/XxxxXxxxxxxxx/Xxxx/XxxXxxx-Xxxxx- and-Conditions-of-Sale.pdf, which are incorporated herein by reference. The customer's Purchase Order terms and conditions shall govern. *

  • 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.

  • Optional Xactimate Response Attachment (Part 2)

  • Response Time PROVIDING PARTY shall respond to and resolve any problems in connection with the Corporate Services for RECEIVING PARTY within a commercially reasonable period of time, using response and proposed resolution times consistent with its response and resolution of such problems for itself.

  • 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.

  • Customer Responsibility You agree that you are responsible for all access to and use of the Service through your account or password(s) and for any fees incurred for the Service, or for software or other merchandise purchased through the Service, or any other expenses incurred in accordance with the terms of this Agreement. You agree that you are responsible for backing up (a) any data you submit, receive or transfer over the Service, including, without limitation, your email; and (b) any data, files, programs, or applications on any device you connect to the Service. You acknowledge that you are aware that content accessible on or through the Service may contain material that is unsuitable for minors (persons under 18 years of age). You agree to supervise usage of your account by minors. You ratify and confirm any obligations incurred by a minor using your account.

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