Support Response. If requested by Adobe under Section 5.5, ESPS shall provide telephone consultation within the next business day of ESPS' receipt of a telephone request for Level III Support by Adobe during ESPS standard business hours. ESPS shall provide a means whereby requests for consultation can be recorded outside of standard hours. Subject to the provisions of Section 5.5, ESPS shall use reasonable efforts to provide a workaround within fifteen (15) days of ESPS' receipt of a notice of any Material Defect and to correct such Material Defect within sixty (60) days of ESPS' receipt of such notice.
Support Response. Primus will assign all Distributor requests for Error ---------------- support one of three response priorities. The priorities will dictate the timing and nature of the response as follows:
Support Response. Distributor will assign all Licensee requests for Error ---------------- support one of three response priorities which will dictate the timing and nature of the response as follows: High Priority. A major feature/function of the Licensed Program(s) is not ------------- working or the system integrity is at risk.
Support Response. Xxxxxx XX will assign all Licensee requests for Error support one of three response priorities. The priorities will dictate the timing and nature of the response as follows:
Support Response. In support of services outlined in this SLA, the Supplier will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
1. Within eight (8) hours (during business hours in Norway) for issues classified as Critical.
2. Within three (3) business days (during working days in Norway) for all other issues as well as general service requests.
Support Response. Vendor will, without undue delay, provide reasonable information to Client (and procure that any relevant Sub-Processor does the same) to assist Client in responding to a Data Subject Request or Complaint within the timeframe set out in the Data Protection Laws. Vendor will not respond to such Data Subject Request or Complaint without Client’s prior written consent or as required by applicable Data Protection Law.
Support Response. Customer must open a trouble ticket by calling Edge’s Network Operation Center (NOC) at 000-000-0000 or 866-800- 4192 (“Trouble Ticket”). Edge’s NOC is in operation 24x7x365. Edge shall categorize and respond to troubles under the following guidelines:
1. Severity 1. The customer is experiencing a service outage over an area of the building/property or the entire building/property. The EDGE NOC will acknowledge the alarm within 10 minutes of detection and immediately start trouble shooting the problem. Within 30 minutes of the alarm, the NOC will dispatch a field technician as a pre-emptive measure in the event the problem cannot be resolved remotely. The field technician will arrive within four hours of dispatch, traffic permitting.
2. Severity 2. The customer is experiencing a problem that impedes the use of phone service, Wi-Fi access, and/or data applications that impacts the operation of the business. The EDGE NOC will acknowledge the alarm within 10 minutes of detection and immediately start trouble shooting the problem. The NOC will dispatch a field tech upon determination of the need to have local support. The field technician will arrive within eight hours of the time of dispatch, traffic permitting.
3. Severity 3. The customer is experiencing a problem with a specific network device that is intermittent and/or isolated such that an inconvenience is created, but the customer and its end users are minimally impacted. The EDGE NOC will acknowledge the alarm within 30 minutes of the event but will immediately start troubleshooting to clear the problem. In the event a field technician is required, the field tech will be dispatched the next business day.
4. Severity 4. The customer experiences a problem due to inherent issues with cabling, wiring, power, grounding or other building-related assets outside the control of EDGE. The EDGE NOC will discuss with the customer the appropriate actions.
Support Response. Primus will assign all Customer requests for Error ---------------- support one of three response priorities which will dictate the timing and nature of the response as follows: High Priority. A major feature/function of the Licensed Program(s) is not ------------- working or the system integrity is at risk.
Support Response. Supplier shall use all commercially reasonable efforts to ensure the Software is always available during Extended Hours, subject to scheduled downtime for maintenance purposes for which it shall provide Customer with a minimum of three (3) Business Days advance notice. Any such downtime shall be scheduled at times that minimize the impact to Customer's business. Supplier will assign all Customer requests for Error support with one of four Severity Codes (1, 2, 3 or 4). Severity Codes are ranked in order of the severity of their impact to the Customer. Severity Codes are assigned to problems or Issues strictly on the basis of their symptoms and not according to frequency of occurrence, likelihood of being seen or difficulty of reproducing. A Supplier Support Agent will confirm that the correct Severity Code has been assigned based on the information provided to Supplier by the Customer. The Severity Codes will dictate the timing and nature of the response as follows, with all appropriate or additional resources which are assigned or provided to Customer to be at the sole cost and expense of Supplier.
(a) Severity 1 – Critical.
i. Customer’s production use of the Program is stopped, or there is an application Outage and no Workaround exists.
ii. Response Goal: Supplier will provide an Initial Response to Customer within fifteen (15) minutes of receipt of Notification by means of Telephone call to a Supplier Customer Support Agent during Regular Business Hours or within one (1) hour outside of Regular Business Hours. After investigating the problem, Supplier will provide a follow-up response to Customer within one (1) hour of the Initial Response during Regular Business Hours or within two (2) hours of the Initial Response outside of Regular Business Hours. With the follow-up response, Supplier will identify the appropriate resources who will work exclusively to resolve the problem. Supplier will assign additional resources as needed to resolve the problem.
iii. Resolution Goal: Supplier shall use reasonable endeavours to provide a Fix or Workaround within twenty-four (24) hours of Customer's report of the problem.
(b) Severity 2 – Significant Impact. Customer's production use of the Program is severely disrupted or impaired and there is no Workaround.
i. Response Goal: Supplier will provide an Initial Response to Customer within fifteen (15) minutes of receipt of Notification by means of a Telephone call to a Supplier Support Agent during Regular Business Ho...
Support Response. All support requests shall be made in writing and sent to M-Star at the following address: xxxxxxx@xxxxxxxx.xxx. M-Star shall respond within three (3) business days after receipt of a written request for support and shall propose a plan for prompt and effective remedy within five (5) business days following the response.
