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. 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. 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. 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. 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. 5.1 Once Cardiobase has been notified of a Fault, Cardiobase will use its best endeavours to contact the Customer’s nominated personnel and provide an initial response within the relevant Response Time.
5.2 Cardiobase will use its best endeavours to include the following information in the initial response:
(a) additional Customer Data required.
(b) suggested re and specific actions required of the Customer.
(c) any Additional Fees or charges payable.
5.3 Cardiobase will notify the Customer’s nominated personnel as often as it considers reasonable having regard to the nature of the Fault including providing any variation of the estimate for service restoration set out in the initial response.
Support Response Times. A response means that we answer your call or email request and acknowledge your issue, we then assign the issue a TSCT Number In some cases, we may need to obtain additional information from you in order to resolve the issue as such this may involve a call back and we will reference the issue with the TSCT. Response times depend on the severity level of the issue. The support technician will determine your problem's severity level based on guidelines listed below, these guidelines are strictly adhered to. • During Business Hours (08:30 – 18:00 GMT) Calls (to 0345 094 3070, option 3) and emails will be routed directly to the Technical Support Engineers on duty. • 24X7 Support Customers with 24 x 7 support contracts should ring 0345 094 3070, option 1 if they require assistance outside of normal Business Hours Customers who do not have a 24 x 7 support contract may call out of hours, but the response and escalation process will not start until 08:30 on the next business day. If a customer requests an immediate response/ escalation Blue Cube Security’s team will, on a best effort’s basis, escalate and manage the issue and a charge of GBP 150 per hour will be levied for these efforts. When submitting a service request, please provide the following information: • Company name and Customer Support ID • Contact's name, phone number (including extension), and email address • Brief description of the problem (in the email subject line) • Service request number if this is a continuation of an existing request (in the email subject line) • Level of severity (see page 2 for details) • Product name, product version number, and details of any service packs applied • Operating system version number and applied service packs • Name, version, and service pack of any affected third-party application • Detailed description of the problem, including any steps required to reproduce the problem • In any subsequent communication with technical support about an active case, please include the case number. Include it in the web form, your voice mail message, or have it ready to provide the support engineer.
Support Response Times. Except as otherwise provided by an applicable SOW, Vendor shall respond to all Support Requests and Resolve all Errors as soon as practicable but within the following timelines: .
Support Response Times. Frostbite Hosting is committed to providing prompt and efficient customer support.
3.1 Critical Issues (Priority 1): Frostbite Hosting will respond to critical issues within 1 hour of receiving a support request. Critical issues are those that severely impact service availability or performance.
3.2 Major Issues (Priority 2): Frostbite Hosting will respond to major issues within 4 hours of receiving a support request. Major issues significantly affect service functionality but are not immediately critical.
3.3 Normal Issues (Priority 3): Frostbite Hosting will respond to normal issues within 12 hours of receiving a support request. Normal issues have a moderate impact on service usage or functionality.
