Support Service Levels. Forward Networks will provide the support services set forth in Exhibit B. In addition, if Customer has an active subscription to use the Forward Networks SaaS Service, Forward Networks will comply with the service level obligations set forth in Exhibit C.
Support Service Levels. Contrast will provide support and uptime for the Service and/or Product, as applicable, in accordance with (i) the support package selected by Customer on the applicable Order Form (if any), and (ii) Contrast’s then-current standard Support and Availability Policy set forth at xxx.xxxxxxxxxxxxxxxx.xxx/xxx.
Support Service Levels. In the event that the Licensed Software fails to perform in accordance with the Specifications or otherwise contains errors, defects, bugs, nonconformity or malfunctions, the JBE shall notify the Contractor of such condition, and Contractor shall respond to the JBE’s requests for Support Services in accordance with the Service Levels set forth in Exhibit 9 (Maintenance and Support). The JBE shall assign the applicable Service Level, as described in Exhibit 9 (Maintenance and Support) to each request for Support Services and Contractor shall respond according to the applicable response requirements set forth in Exhibit 9 (Maintenance and Support), based on the severity of the error, defect, bug, nonconformity or malfunction designated by the JBE. Contractor shall perform such correction or repair at no additional charge to the JBE. In the event that Contractor is unable to complete the corrections or repairs necessary to permit the Licensed Software to perform and conform to the Specifications or to correct such error, bug, nonconformity or malfunction, then the parties shall invoke the Escalation Procedure set forth in Exhibit 9 (Maintenance and Support).
Support Service Levels. 4.1. [insert details of service levels agreed where these are different from the main Contract clause 13]
Support Service Levels. Xxxx shall provide support services as outlined in its Standard Operating Procedures document which may be updated from time to time.
Support Service Levels. 4.1 The first level investigation notes should be supplied by super user/operational leads in the support tickets. Second and third level support investigation will be conducted by OTG in consultation with Customer.
4.2 OTG shall prioritise all Support Requests based on its reasonable assessment of the severity level of the problem reported and endeavour to respond to all Support Requests in accordance with the target response times specified in the table set out below where possible: Description° Target response times Critical P1 • An error, or failure of, the Product / Service that affects ALL OTG customers: o Materially impacts the operations of ALL Customer's business or marketability of its product or services Within 1 hour Major P2 • A major component failure affecting at least one Registered User and with the potential to impact a significant number of other Registered Users • Failure of system primary feature(s) / function(s) • Usability issues that impact primary feature(s) / function(s) • Inaccurate or missing event data recorded in audit trail logs Within 2 hours Moderate P3 • A problem causing inconvenience to a Registered User but is not immediately critical or severe. • Failure of a secondary (supporting) or infrequently used function or behaviour that would lead a user to believe that failure had occurred. • A secondary or infrequently used function to produce incorrect results. • Error messages Within 8 hours Minor P4 • An isolated or minor error in the Product / Service that: o is not urgent or where a work-around is available. o the Customer agrees is low in priority. o does not significantly affect the Product / Service functionality; or o May disable only specific non-essential function with minimal disruption Within 3-5 days
4.3 All hours above are business hours.
4.4 OTG reserves the right to re-categorise and assign incidents raised by Xxxxxxxx.
Support Service Levels. The following levels of support will apply.
a) Office hours - Monday to Friday from 8:00am to 5:00pm (GMT+2); Severity 1 30min 1 hours 1.5 hours Severity 2 30min 2 hours 2.5 hours Severity 3 1 hours 4 hours 8 hours b) After hours - Monday to Friday from 5:30pm to 8:30am (GMT+2), Saturday, Sunday and Public Holiday’s all day Severity 1 30 min 2 hours 2.5 hours Severity 2 30 min 2 hours 2.5 hours Severity 3 1 hours 4 hours 8 hours
c) Should the same fault, after having been reported under this SLA by INTARGET to the CLIENT, occur more than 3 (three) times post resolution of such fault within a 48-hour period, then INTARGET shall have the right to disable the VAS service and re-enable the VAS service when the CLIENT has rectified the fault to INTEGRAT’s satisfaction.
d) The Technical Support Services referred to herein shall be supplied on a 24 hours per day, 7 days a week and 365 days a year basis.
e) Should a CLIENT service affect any of the other CLIENT’s services, in any way, the CLIENT will be disabled until such time the error was rectified and the problem resolved.
Support Service Levels. An incident is defined as a situation where the Product does not function as warranted (“Incident”). The detail below defines the severity level of each type of Incident. CertiPath will use commercially reasonable efforts to provide the targeted responses included below.
Support Service Levels. SkySync will provide support and uptime for the Service in accordance with (i) the support package selected by Customer on the applicable Order Form (if any) and (ii) SkySync’s then-current standard Support and Availability Policy (the current version of which is set forth at xxxxx://xxx.xxxxxxx.xxx/supportpolicies/ (A current copy of these polices are available and may be downloaded for the webpage in .PDF format)
Support Service Levels. Subject to the terms and conditions of this Agreement, CareStack will provide its standard support and maintenance services for the Service that it generally provides to other customers without additional charges. CareStack will undertake commercially reasonable efforts to make the Services available.
