Support Service Level Agreement Sample Clauses

Support Service Level Agreement. In the event any issue that arises solely due to Synapse Software prevents the Licensee from efficiently providing service to Licensee’s clients (this baseline efficiency is defined by the ability of each Licensee Radiologist performing interpretations at that time can perform [INFORMATION SUBJECT TO A REQUEST FOR CONFIDENTIAL TREATMENT] studies* per hour) then a penalty period is commenced that shall last until such time that baseline efficiency is restored., The volume of studies performed for the duration of that penalty period will be compared to the volume of studies performed for the duration of the same time period of the most recent preceding week without a penalty period. Licensor will provide Licensee a credit equal to [INFORMATION SUBJECT TO A REQUEST FOR CONFIDENTIAL TREATMENT] times the difference in Licensor fees generated by Licensee between the two comparison periods.
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Support Service Level Agreement. 7.1 While the Purchaser has a valid Subscription to the Products, the Purchaser is entitled to Support from the Reseller.
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Support Service Level Agreement. The following tables set Our target times and intended service levels but no representation or warranty is given that any Faults will be fixed within a specified period of time. KEY AREA DESCRIPTION MEASUREMENT/VALIDATOR Online Portal An online portal available 24 hours a day. Accessible from the Kinetic website. xxxxx://xxxxxxxxxxxxxxx.xxx/ Issues/Incidents/Faults and Ser- vice Requests can be logged at any time and queued for resolution by the Service Desk. Service Desk Manned Service Desk for the logging and resolution of Issues/Incidents/Faults and Service Requests. xxxxx://xxxxxxxxxxxxxxx.xxx/ Issues/Incidents/Faults are ac- cepted via the online portal. Is- sues/Incidents/Faults can also be raised by telephone or email. Escalation Details of escalation routes in relation to the Service Desk can be found on the Kinetic website. xxxxx://xxxxxxxxxxxxxxx.xxx/wp- content/uploads/2020/10/Escalation-Policy-2.pdf Not applicable Service Desk Availa- bility 08.00 – 18.00 each working day (Monday to Friday excluding public holidays in England) except during the annual Christmas closedown which will be noti- fied to You in advance, annually Not applicable Service Desk Re- sponse – Telephone All Service desk phone calls shall be answered or voicemail messages responded to. Our telephone service is intended for the reporting of high priority Incidents/Faults. Calls and/or voicemail messages will be answered or acknowl- edged within 2 hours during Ser- vice Desk Availability. Service Desk Re- sponse – Online Por- tal All service requests raised by online portal shall be acknowledged and responded to according to their assigned Priority as detailed in the Incident Man- agement Table. You will be provided with a con- firmation of any Issue/Inci- dent/Fault raised and updates will be sent periodically during Service Desk Availability. Estimated Resolution Time The time estimated for a particular Priority under the Incident Management Table that comes into ef- fect and xxxxx down from the point at which the Issue/Incident/Fault is accepted into the queue by the Service Desk. When We are awaiting feedback, testing, resource from the Customer, this time will be paused and is not representative of a total reso- lution period. An estimate does not constitute a contractual com- mitment. Issues/Incidents/Faults raised via the Online Portal are fully au- dited and a detailed report can be provided upon request and the Online Portal provides real- time updates. Issues/Incident...
Sample 1
Support Service Level Agreement. 5.1 Questionmark will use commercially reasonable efforts to respond to the Designated Contact within the Initial Response Time specified below, based on the Service Incident’s Severity Level as reasonably determined by Questionmark. Red Alert A complete outage of the entire OnDemand Service. Customer is unable to access the OnDemand Service due to such complete outage. Questionmark dedicates all available resources to resolve a Red Alert at the highest level of priority. Red Alert applies during Working Hours (or as Initial Response Time (by email or call back) is targeted within thirty (30) minutes of Red Alert being invoked by Questionmark, during Working Hours. Maximum Time Between Updates (by email, call back or implementation in the OnDemand Service) is targeted one (1) Working Hour. Questionmark part of 24 x 7 support, if purchased for an additional fee). targets informing Customer that the OnDemand Service is restored within fifteen (15) minutes of restoration during Working Hours.
Sample 1
Support Service Level Agreement. The maintenance and support service shall fully comply with the following services level: # Priority Description Response Time Resolution Time 1 High – Severity 1 High business impact. Issues that stop processing of the full system or main or part thereof. 15 Minutes, update should be provided every 30 minutes. Workaround should be implemented within 1 hour, until permanent solution is implemented within 4 hours. 2 Medium – Severity 2 Medium business impact. Issues affect non-essential parts of the system which are not 1 hours, update to be provided every 4 hour. Resolution should be provided within 1 day. needed for daily operation and which Ashghal can do without for some period. 3 Low – Severity 3 Low business impact. Issues not affecting the overall production system. Those will be determined on a case by case. 4 hours, updates to be provided every 1 day Resolution should be provided within 3 days. If the nature of the issues is such that it requires more than the above stipulated time to work on and fix, the contractor shall inform the Ashghal and provide him with:  A time related action plan  A work around if possible. Penalties will be applied in case of not meeting above service level agreement (SLA), the penalties rate will be determined during contract sign-off.
Sample 1
Support Service Level Agreement. In all submitted proposals, Suppliers shall provide a Service Level Agreement that details guarantees of customer support as well as a service escalation process that shall at a minimum provide a level of support as described below. System shall be understood to mean the software provided by the Supplier, any modifications made to the software by the Supplier, servers run by the Supplier or Supplier’s sub-contractor. Supplier shall respond to Village initiated problems in accordance with the following Supplier’s standard hours for support are from 8:30 a.m. to 6:00 p.m. (EST), Monday through Thursday, and 8:30a.m. to 5:00 p.m. (EST) on Friday, excluding holidays. The Village can lodge a support request in three ways: (i) Contact Customer Support option located within the Help menu of all of our applications (ii) our toll-free support line (0-000-XXX-XXXX) or (iii) via email. Supplier targets less than thirty (30) minutes for initial response (“Initial Response Target”). Customer service requests fall into four main categories:
Sample 1
Support Service Level Agreement. 3.1 Sagitec will provide Customer with the Sagitec support services that are made generally available by Sagitec to its customers that receive support services.
Sample 1
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Support Service Level Agreement. Xxxxxxxxx.XX will provide technical support for the Service in accordance with Exhibit A to this Agreement (Support and Service Level Agreement) as long as Customer is entitled to receive support under the applicable Order Form and this Agreement.
Sample 1
Support Service Level Agreement keylight will provide technical support for the Service in accordance with Exhibit A to this Agreement (Support and Service Level Agreement) as long as Customer is entitled to receive support under the applicable Order Form and this Agreement.
Sample 1

Related to Support Service Level Agreement

  • Service Levels Annex 1 to this Part A of this Call Off Schedule sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Call Off Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Call Off Schedule (the Service Level Performance Criteria) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Call Off Schedule. The Supplier shall, at all times, provide the Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Services during the Call Off Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 12 of this Call Off Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Call Off Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Call Off Schedule; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 13 of this Call Off Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 13.1.2 of this Call Off Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Call Off Schedule sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Call Off Schedule, shall be a recurrent period of [one Month] during the Call Off Contract Period (the Service Period).

  • 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.

  • Statement of Work The Contractor shall provide the services and staff, and otherwise do all things necessary for or incidental to the performance of work, as set forth below:

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