Support Service Level Agreement Sample Clauses

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/Inciden...
Sample 1
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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. 7.2 The Reseller deliver support and error tracking to specific defined issues in the SOLIDWORKS Software. 7.3 The Reseller will send issued information (files, correspondence, photos, etc.) without further notice to Dassault Systèmes SOLIDWORKS Corp., unless a signed NDA is claimed in beforehand. 7.4 The Reseller can, with assistance from Dassault Systèmes SOLIDWORKS Corp, troubleshoot specific, well- defined defects and deficiencies in the SOLIDWORKS software. 7.5 The Reseller do have the possibility of presenting solutions to specific customer task, which cannot be solved during general support, based on hourly charged consultancy. Assistance to specific tasks mentioned below is considered consultancy and will not be covered by regular support. • Installation • Upgrades of installations • Model design and/or creation • Setup of templates • Creating and editing macros • Define rules and flows • Simulation (setup, calculation, verification etc.) • IT and hardware related issues • PDM and HostPLM setup and/or modification of a present PDM and/or HostPLM setup • Upgrading file databases and/or physical files For other issues considered not to be covered by general support (eg. due to complexity and/or priority of tickets), the Reseller may present the Purchaser with general guidelines for the use of SOLIDWORKS software and the standard functionality within. The Purchaser has the task and responsibility of understanding and implementing these guidelines / instructions in the specific, customer related task. The Reseller can also provide access and share knowledge from both the Reseller’s and SOLIDWORKS knowledge base and user community. Similarly, The Reseller can recommend training sessions or consultancy to The Purchaser if such a need is identified and not covered by general support. 7.6 The Reseller can forward detailed error tracking procedures to the Purchaser for implementation in order to solve the specific issue, prior to any further support. 7.7 The Support is open on business days as specified on the Reseller’s website at any given time. 7.8 The Support is applicable for Purchaser’s questions regarding the functionality of the Products. Any added customizations or Services that the Purchaser has bought from the Reseller shall not be part of the Product and will hence not be included in the Support. 7.9 The Support is applicable...
Sample 1Sample 2
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.
Sample 1Sample 2
Support Service Level Agreement. 5.1 Licensor 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 Licensor. Red Alert A complete outage of the entire OnDemand Service. Customer is unable to access the OnDemand Service due to such complete outage. Licensor dedicates all available resources to resolve a Red Alert at the highest level of priority. Red Alert applies during Working Hours (or as part of 24 x 7 support, if purchased for an additional fee). Initial Response Time (by email or call back) is targeted within thirty (30) minutes of Red Alert being invoked by Licensor, during Working Hours. Maximum Time Between Updates (by email, call back or implementation in the OnDemand Service) is targeted one (1) Working Hour. Licensor targets informing Customer that the OnDemand Service is restored within fifteen (15) minutes of restoration during Working Hours. Severity 1 An error isolated to the OnDemand Service that renders the service inoperative or causes the service to fail catastrophically, i.e. major system impact or system outage. Must be resolved before Customer can use the OnDemand Service. All Severity 1 Issues have no workaround. Customer and Licensor will work closely together to resolve the error as soon as possible. Severity 1 issues are extremely rare; Licensor escalates these issues to high priority. Initial Response Time (by email or call back) is within four (4) Working Hours. Maximum Time Between Updates (by email, call back or implementation in the OnDemand Service) is four (4)
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. 3.2 Sagitec’s support staff will be available to assist Customer with general information regarding the configuration, installation and use of the Products during Sagitec’s normal hours of technical assistance operation: Sagitec support hours are 7:00AM MST to 7:00 PM MST, Monday through Friday, exclusive of United States Federal holidays as published by the U.S. Office of Personnel Management. 3.3 Sagitec will provide a first level of response to reported software defects with written acknowledgment of the report that is delivered to Customer by E-mail. Sagitec will provide a second level of response to software defect reports with a patch, workaround or other temporary resolution to reported software defects. Sagitec’s final response to reported software defects will be the provision of an update release or version release, an operations process revision, or another official problem resolution. Sagitec will provide Customer with a copy of their support services procedures. The timing of Sagitec’s responses will be based upon the classification of the reported error. System errors will be classified as follows: P1 Fatal: Errors preventing all useful work from being done, or site outage. P2 Severe Impact: Errors that disable major functions from being performed, or that have a severe site performance impact. P3 Degraded Operations: Errors disabling or impacting performance only in certain non-essential functions. Sagitec’s responses to such errors will be provided within the following time periods: X0 Xxxxxx 1 hour when reported during Sagitec support hours. Within 2 hours when reported after Sagitec support hours. Constant effort until relief provided Within 15 days P2 Within 2 hours when reported during Sagitec support hours. Within 4 hours when reported after Sagitec support hours. Within 7 days Within 30 days P3 Within 24 hours Within 14 days Within 180 days or as agreed to by parties 3.4 Customer acknowledges and agrees that (i) Sagitec will determine the appropriate level of severity for all reported errors, (ii) Sagitec has no obligation to correct any error that is caused by Customer fault or error, (iii) except as provided above, Sagitec has no obligation to correct errors that only minimally reduce efficiency or ease of use, and (iv) Sagitec has no obligation to correct errors that result...
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. 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
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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 Level Agreement 6.1 NCR Voyix will use commercially reasonable efforts to make the Service available to you at or above the Availability Rate set forth at xxxxx://xxx.xxx.xxx/support/aloha-sla. If NCR Voyix does not meet the Availability Rate, you are entitled to request a service-level credit subject to the terms of this Agreement. This credit is calculated as a percentage of the monthly recurring bill (or monthly pro rata share of billing, if billing does not occur monthly) for the Service for the month in which the Availability Rate was not met. The Availability Rate is determined by: (a) dividing the total number of valid outage minutes in a calendar month by the total number of minutes in that month; (b) subtracting that quotient from 1.00; (c) multiplying that difference by 100; and (d) rounding that result to two decimal places in accordance with standard rounding conventions. The number of outage minutes per day for a given service is determined by the lesser of the number of outage minutes. 6.2 Unavailability due to other conditions or caused by factors outside of NCR Voyix’s reasonable control will not be included in the calculation of the Availability Rate. Further, the following are expressly excluded from the calculation of the Availability Rate: (a) service unavailability affecting services or application program interfaces that are not used by you; (b) cases where fail-over to another data center is available but not utilized; (c) transient time-outs, required re-tries, or slower-than-normal response caused by factors outside of NCR Voyix’s reasonable control; (d) Scheduled Downtime, including maintenance and upgrades; (e) force majeure; (f) transmission or communications outages outside the NCR Voyix- controlled environment; (g) store-level down-time caused by factors outside of NCR Voyix’s reasonable control; (h) outages attributable to services, hardware, or software not provided by NCR Voyix, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services; (i) use of the Service in a manner inconsistent with the documentation for the application program interface or the NCR Voyix Product; (j) your Point of Sale (“POS”) failure or the failure to properly maintain the POS environment, including updating the POS firmware or version of the software running on the POS as recommended by either NCR Voyix, a third-party POS reseller or servicer; and (k) issues related to third party domain name system (“DNS”) errors or failures. 6.3 To obtain a service-level credit, you must submit a claim by contacting NCR Voyix through the website at xxxxx://xxx.xxx.xxx/support/aloha-sla Your failure to provide the claim and other information will disqualify you from receiving a credit. NCR Voyix must receive claims within 60 days from the last day of the impacted month. After that date, claims are considered waived and will be refused. You must be in compliance with the Agreement in order to be eligible for a service-level credit. You may not unilaterally offset for any performance or availability issues any amount owed to NCR Voyix. If multiple Services experience an outage in a given month, the total credit for that month will be the highest credit allowed for any single Service which failed; there is no stacking of credits. 6.4 The remedies set forth in the Section are your sole and exclusive remedies for performance or availability issues affecting the Services, including any failure by NCR Voyix to achieve the Availability Rate.

  • Service Levels All service level requirements will be set forth in Exhibit A (“XXXX.xxx Referral Service Level Requirements”). Recipient Xxxxxx agrees to adhere, and encourage Recipient Agent’s adherence, with the version of the XXXX.xxx Referral Service Level Requirements in effect at the time XXXX.xxx identifies the Referral to Recipient Broker/Agent.

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Support Services Rehabilitation, counselling and EAP’s. Support is strictly non- punitive, and can be accessed at anytime (self-identification of the need for help is strongly encouraged).

  • Statement of Work The Statement of Work to which Grantee is bound is incorporated into and made a part of this Grant Agreement for all purposes and included as Attachment A.

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