Support Levels. The Support Levels are divided into three tiers:
Support Levels. Levels of customer support are defined as follows:
Support Levels. Once a technical support request has been received, and all required information has been gathered, the request will be assigned a severity level as defined below: Level 1: The SERVICE is not functioning or is materially unavailable. The SERVICE is not available to a majority of Users, or the production system is down, or all features/functions are unavailable. For example: No course content is available, no Users can login, or the administrative interface is unavailable. o Target Response Time: 2 hours Level 2: The SERVICE is functioning, but with significant impairment. The SERVICE is not available to a significant proportion of Users or a major area of the SERVICE is not functioning. For example: A department of Users cannot access the SERVICE, the Courses section of the administrative interface is unavailable, or new enrollments cannot be made. o Target Response Time: 4 hours Level 3: The SERVICE is functioning but with minor impairment. The SERVICE is not available to a small proportion of CLIENT Users or a specific area of the SERVICE is not functioning. For example: Certificates are not displaying, an individual report is not accessible, or enrollment emails are not sending out. o Target Response Time: 8 hours Level 4: Any request that is not level 1, 2, or 3 is a severity level 4. o Target Response Time: 24 hours Response time applies to both the initial response as well as any subsequent responses. In the event that CLIENT upgrades to Elite Support, in addition to the aforementioned, CLIENT shall also receive (i) Strategic client support, (ii) business reviews, and (iii) SSL certificate for custom URL
Support Levels. Identity Automation shall provide Company with the level of support purchased by Company and specified in the applicable Order Form. Support services will be provided pursuant to Appendix A: Support SLA in the Proposal. Identity Automation reserves the right, from time to time, to modify any of the support levels offered.
Support Levels. Allscripts shall be the initial point of contact for support requests from Allscripts Sublicensed Customers and will refer to NantHealth support issues determined to relate to the NantHealth Products or NantHealth Services, for which NantHealth will provide support and maintenance in accordance the terms set forth in the applicable Product Schedule. NantHealth will be the initial point of contact for support requests from NantHealth Sublicensed Customers or in connection with a Managed Services Offering and will refer to Allscripts support issues determined to relate to Allscripts Products or Allscripts Services, for which Allscripts will provide support and maintenance in accordance with the terms set forth in the applicable Product Schedule. The Parties will work reasonably and in good faith to effectuate the orderly transition of support cases.
Support Levels. Company shall attempt to answer any End-User inquiries to Company's representatives at the time of inquiry in the following manner:
(1) First Level Support. After 7/1/00, First Level Support can be defined as a "pool" of Company representatives who handle the majority of End- User inquiries and support requests. Responsibilities involved in first level support can be generally defined as follows: support request creation and maintenance, verify priority and severity information, search technical documentation for all known issues and possible matches, document all customer interactions, close support requests, escalate to second level support, if necessary. First level support shall also include coordination of account registration and testing and ongoing account monitoring and maintenance. Company's service representatives shall answer service inquiries as "DellBizNet".
(2) Second Level Support. Second Level Support can be defined as a "pool" of Company representatives who maintain specialized skills and are at a different organizational level than the first level support group. Skills not available in the first level are transferred to the second level, where more specialized skills and an increased technical depth exist. Responsibilities involved in second level support can be generally defined as follows: ensure quality of information provided to first level representatives, manage relationship with first level representative, verify information received in escalated support requests, analyze support request to identify specific issues, create and maintain new trouble reports, create interim and final resolutions as necessary. Second Level Support should be sufficient to resolve any End-User need. In the event, the Second Level Support cannot correct or answer an inquiry at the time of inquiry, the Second Level Support shall respond to the End-User in accordance with Section 3 below. Company's service representatives shall answer service inquiries as "DellBizNet".
Support Levels. If during the Term, Adobe offers a higher level of support than the Gold Level Support currently received by Licensee, than Licensee shall be eligible to receive said higher level of support at no additional cost.
Support Levels. Once a technical support request has been received by Absorb, and all required information has been gathered, a severity level will be assigned to the request as set forth below: Support Level Rating Target Response Elite + Premium Level 1 - Critical 2 Hours Level 2 - High 4 Hours Level 3 - Normal 8 Hours Level 4 - Low 24 Hours • Level 1 - Critical: The Service is not functioning or is materially unavailable. The Service is not available to many Users, or the production system is down, or all features/functions are unavailable. For example: No course content is available, no Users can login, or the administrative interface is unavailable.
Support Levels. Support personnel will respond to and update each support ticket in accordance with the following timelines. Online Ticket Submission, Phone Support Severity Level 1: 24x7 Severity Levels 2-4: Mon-Fri, 8am-6pm at Customer’s main domicile All Severity Levels: 24x7 Designated Support Contacts Maximum of 5 Maximum of 10 Response Times Update Frequency Response Times Update Frequency Severity Level 3 3 business days 4 business days 2 business days 2 business days Severity Level 4 7 business days 7 business days 5 business days 5 business days
Support Levels. The below identifies the priority codes, target response times, and target resolution times for incident resolution in this SLC:
