Support Response Times Sample Clauses

Support Response Times. The parties shall promptly agree in good faith to share any information and/or documentation which may be required to permit Palm to identify and resolve any development support requests. The support response period begins after Palm (a) has enough information to profile the reported error and (b) can recreate the reported error or has access to a facility where the error can be recreated (“Start Date”). Palm agrees to use commercially reasonable efforts to recreate the reported error and respond based on the following timetable: “Severity One” Support. Palm shall use reasonable commercial efforts to resolve or reduce the severity via workaround and/or patch within two (2) business days of the Start Date, or if unable to resolve such problem within such timeframe, Palm shall provide its action plan within such timeframe and provide regular status updates. A final resolution shall be identified in the action plan. Palm and Licensee problem managers shall review incident after two (2) business days and every two (2) business days thereafter until the error has been resolved. “Severity Two” Support. Palm shall use reasonable commercial efforts to resolve or reduce the severity via workaround and/or patch within five (5) business days of the Start Date, or if unable to resolve such problem within such timeframe, Palm shall provide its action plan within such timeframe and provide regular status updates. Palm and Licensee problem managers shall review incident after five (5) business days. A final engineering resolution shall be identified in the action plan. “Severity Three” Support. Palm shall use reasonable commercial efforts to acknowledge the error within ten (10) business days of receipt of notice. Palm shall provide a final engineering resolution within three (3) months or next scheduled release, whichever is sooner. So long as Palm is using reasonable commercial efforts to recreate reported errors and resolve or reduce Severity One and Severity Two problems in accordance with the action plan provided, Palm’s inability to resolve such problems within the timeframes stated herein or the action plan shall not be deemed a material breach of Section 6.1 or any other provision of the Agreement. The prescribed support response times above may be extended as mutually agreed, such agreement not to be unreasonably withheld, e.g., if resolution of the problem requires timely hardware certification or test, or if resolution represents significant risk to the essent...

Support Response Times. Unresolved Calls

Support Response Times. Response Times 7.1. Customer shall designate no more than one Hosted Application(s) administrator (“Designated Support Contact”) who may contact and interact with Fraxion in connection with Technical Support requests. 7.2. Customer’s Designated Support Contact shall answer questions and resolve issues as needed when they arise from other Users of the Hosted Application(s). 7.3. Customer’s Designated Support Contact enters support request tickets, works through Technical Support issues with Fraxion, and takes action as needed to implement the resolution to the issue. 7.4. Customer agrees that Fraxion may communicate, and follow instructions to make changes to Customer Data and/or Customer’s instances, with its Designated Support Contact via email, phone or through the Support Portal. 7.5. Customer shall ensure that Customer’s Designated Support Contact is trained on the use and administration of the Hosted Application(s).

Support Response Times. Panopto will use commercially reasonable efforts to address Errors based on Priority Code in accordance with the table below. For clarity, all target timeframes set forth in the table below shall be deemed to be timeframes during Normal Working Hours except as otherwise expressly provided in this SLA. Priority Code Target Service Ticket Generation Time Target Response Time P1 (High) 30 minutes 4 hours P2 (Medium) 30 minutes 8 hours P3 (Low) 30 minutes 16 hours

Support Response Times. Our support response times shall be in accordance with the following table (Support Response Times): 0 Thirty (30) mins Two (2) hours One (1) hour 1 One (1) hour Twelve (12) hours Two (2) hours 2 One (1) hour Three (3) days Every Business Day 3 Four (4) hours Seven (7) days N/A 4 Four (4) hours with the next routine upgrade. N/A 0 (high) The product is not accessible by any Approved User.

Support Response Times. In the event that support response does not meet the targets defined in 5.2.2 the following will apply:- For each failure to meet target response time the Supplier will allocate one Service Failure Point, and for each further full period of target response time the Supplier will allocate one Service Failure Point

Support Response Times. The time from when Broadband Solutions receives a fault call from the Customer, to the time that we respond to the Customer to acknowledge receipt of the fault report, provide a fault reference number, and where possible give an early indication of the nature of the fault.

Support Response Times. XXX.xxx shall respond to Support Tickets according to the Response Time Table above, with the following definitions: First Technical Response is defined as the amount of time given for the XXX.xxx support team to review and assess the request, and respond to the requester with a plan of action toward the resolution of the request or request additional information required to diagnose or reproduce the issue. First Technical Response Times vary according to the priority of the request, and are specified for each priority level in the table above. In addition to the assessment of the issue, XXX.xxx reserves the right to reclassify the severity of the request based on the initial review of the problem using the criteria in the Response Time Table. Update Frequency is defined as the maximum amount of time expected to elapse between updates from the XXX.xxx support team regarding the status of an open request. Update frequency times vary according to the priority of the request, and are specified for each priority level in the table above. Enhancement Requests are those Support Requests that are requests for new features or functions that are outside the current specification of Resolution Center as configured for the Customer’s Authorized Disputes. Support Requests that are Enhancement Requests will be queued for discussion at regular business updates between the Customer’s program manager and the XXX.xxx program manager.

Support Response Times. The response time starts once the CaptivateIQ Support Team obtains all necessary information in order to determine severity level and begin corrective actions to diagnose and provide a resolution. If the CaptivateIQ Support Team does not respond within the defined timeframes described in the table below, Customer may escalate to the CaptivateIQ Support Team by submitting a Support Ticket at xxxxx://xxxxxxxxxxx.xxxxxxxxx.xxx/jfe/form/SV_eDaoahTjmhwJH0y.

Support Response Times. The level of priority for the application of remedial services is as according to the categories below. 6.1) to the time there is remote intervention on the System. The solution will have a persistent connection to the Supplier’s monitoring solution from where the System will be actively managed. Intervention time is the point at which the solution is resolved and full functionality is returned. Or an agreed workaround is provided. This is measured by the duration time from the below table The Response and Intervention Times are as set out below: Priority Response Time Fix Time Urgent 4 hours 1 working day Standard 8 hours 40 working days Urgent - Problems which cause System Downtime as defined in 5.2.1 under System Availability. minor Standard – All other faults including but not limited to peripheral issues which have a effect upon how effectively the user(s) can do the job.