Support Desk and Services Sample Clauses

Support Desk and Services. The Proposer will provide CPS a designated service contact with a tracking number used until the incident report is closed. Incident reports are characterized, tracked, and responded to as follows: App Environment Priority Tech Response Time Maximum Resolution Time Production High 15 minutes 4 hours Production Medium 15 minutes 8 hours Production Low 15 minutes 24 hours Development/Test High 15 minutes 8 hours Development/Test Medium 15 minutes 12 hours Development/Test Low 15 minutes 24 hours 15. Resolution Time. Resolution Time is defined as the maximum elapsed time during PHOs for the Proposer to remedy the problem or determine the resolution process if the problem is not within the control of the Proposer. For instance, hosted software errors may require a remedy provided by the software provider that is beyond the control of the Proposer. Implementation of software patches is conducted by the Proposer in a controlled process and will be accomplished when made available by the software provider and then as quickly and safely as practical during the scheduled change control windows. The Proposer shall respond to 100% of all issues, with tickets according to the metrics approved for the service. The Proposer will provide a determined “Service Credit”, as defined below if responses to support falls below a metric, which shall be tracked via ticket or technology service monitoring tool.
Sample 1
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Support Desk and Services. Vendor will provide CPS a designated service contact with a tracking number used until the incident report is closed. Incident reports are characterized, tracked and responded to as follows: Environment Priority Tech Response Time Maximum Resolution Time Production High 15 minutes 4 hours Production Medium 15 minutes 8 hours Production Low 15 minutes 24 hours Development/Test High 15 minutes 8 hours Development/Test Medium 15 minutes 12 hours Development/Test Low 15 minutes 24 hours
Sample 1
Support Desk and Services. Vendor will provide CPS a designated service contact with a tracking number used until the incident report is closed. Incident reports are characterized, tracked and responded to as follows: Environment Priority Tech Response Time Maximum Resolution Time Production High 15 minutes 4 hours Production Medium 15 minutes 8 hours Production Low 15 minutes 24 hours Development/Tes t High 15 minutes 8 hours Development/Tes t Medium 15 minutes 12 hours Development/Tes t Low 15 minutes 24 hours ● RESOLUTION TIME. Resolution Time means the maximum elapsed time during PHOs for Vendor to either remedy the problem or determine the resolution process, if the problem is not within the control of Vendor. For instance, hosted Software errors may require a remedy provided by the Software Vendor that is beyond the control of the Vendor. Implementation of Software patches is conducted by Vendor in a controlled process and will be accomplished when made available by the Software Vendor and then as quickly and safely as practical during the scheduled change control windows. The Vendor should respond to 100% of all issues and tickets according to the metrics approved for the service. The Vendor will provide a determined Service Credit if responses to support falls below a metric, which should be tracked via ticket.
Sample 1

Related to Support Desk and Services

  • Support and Services ISD and HC agree to the following conditions:

  • Broadband Services Notwithstanding any other provision of the Amended Agreement (but subject to and without limiting Section 2 above and Section 4.4 below), when XO seeks access to a Hybrid Loop for the provision of "broadband services," as such term is defined by the FCC, then in accordance with 47 C.F.R. § 51.319(a) and the Arbitration Orders, Verizon shall provide XO with nondiscriminatory access under the Amended Agreement to the existing time division multiplexing features, functions, and capabilities of that Hybrid Loop, including DS1 or DS3 capacity (where impairment has been found to exist, which, for the avoidance of any doubt, does not include instances in which Verizon is not required to provide a DS1 Loop under Section 3.4.1 below or is not required to provide a DS3 Loop under Section 3.4.2 below) on an unbundled basis to establish a complete transmission path between the Verizon central office serving an end user and the end user's customer premises. This access shall include access to all features, functions, and capabilities of the Hybrid Loop that are not used to transmit packetized information.

  • Maintenance and Support Services As long as you are not using the Help Desk as a substitute for our training services on the Tyler Software, and you timely pay your maintenance and support fees, we will, consistent with our then-current Support Call Process:

  • Support and Maintenance Services Information about Teradici’s support and maintenance for the Licensed Product may be found at xxxxx://xxxx.xxxxxxxx.xxx.

  • Support Services HP’s support services will be described in the applicable Supporting Material, which will cover the description of HP’s offering, eligibility requirements, service limitations and Customer responsibilities, as well as the Customer systems supported.

  • Maintenance Services Subject to Client’s timely payment of the applicable maintenance fees, Accenture will make available the following maintenance services (“Maintenance Services”):

  • Software Support Services 6.1 The Software Support Services shall comprise:

  • Hospice Services Services are available for a Member whose Attending Physician has determined the Member's illness will result in a remaining life span of six months or less.

  • Routine Maintenance Services PM1.03.2-1 Respond immediately to restrict all access to Highway Crossing Infrastructure, as directed by the Province.

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