SLA for Initial Response Times Sample Clauses
The "SLA for Initial Response Times" clause sets specific timeframes within which a service provider must acknowledge or respond to a customer's inquiry or support request. Typically, this clause outlines different response windows based on the severity or priority of the issue, such as responding to critical incidents within one hour and lower-priority requests within a business day. Its core function is to establish clear expectations for responsiveness, thereby improving customer satisfaction and accountability while reducing uncertainty about when support will be provided.
POPULAR SAMPLE Copied 1 times
SLA for Initial Response Times a. Priority 1 Support Messages (“Very High”). SAP shall respond to Priority 1 support messages within one (1) hour of SAP’s receipt (twenty- four hours a day, seven days a week) of such Priority 1 support messages. A message is assigned Priority 1 if the problem has very serious consequences for normal business transactions and urgent, business critical work cannot be performed. This is generally caused by the following circumstances: complete system outage, malfunctions of central SAP functions in the Production System, or Top-Issues.
b. Priority 2 Support Messages (“High”). SAP shall respond to Priority 2 support messages within four (4) hours of SAP’s receipt during SAP’s Local Office Time of such Priority 2 support messages. A message is assigned Priority 2 if normal business transactions in a Production System are seriously affected and necessary tasks cannot be performed. This is caused by incorrect or inoperable functions in the SAP system that are required to perform such transactions and/or tasks.
SLA for Initial Response Times a. Priority 1 Support Messages (“Very High”). SAP shall respond to Priority 1 support messages (defined as production system shut-down or severe restrictions in the SAP productive system that prevent productive work) within one (1) hour of SAP’s receipt (twenty-four hours a day, seven days a week) of such Priority 1 support messages.
b. Priority 2 Support Messages (“High”). SAP shall respond to Priority 2 support messages (defined as severe loss of functionality, significant restrictions in the SAP productive system) within four (4) hours of SAP’s receipt (during SAP’s normal business hours (in the region Licensee is located) Monday-Friday, excluding United States and German legal and public holidays) of such Priority 2 support messages.
c. For further information on assigning priority levels see SAP Note 67739 available in the SAP Notes Database on the SAP Service Marketplace via ▇▇▇.▇▇▇▇▇▇▇.▇▇▇.▇▇▇/▇▇▇▇▇▇▇.
SLA for Initial Response Times. Priority 1 Support Messages (“Very High”). SAP shall respond to Priority I support messages within one (1) hour of SAP’s receipt (twenty-four hours a day, seven days a week) of such Priority 1 support messages. A message is assigned Priority I if the problem has very serious consequences for normal business transactions and urgent, business critical work cannot be performed. This is generally caused by the following circumstances: complete system outage, malfunctions of central SAP functions in the Production System, or Top-Issues.