Target Resolution Times. 3.1. iRiS will use reasonable endeavour to resolve technical support failures within the following resolution times: Priority level Target resolution time Urgent 8 hours High 12 hours Medium 24 hours Low 120 hours
3.2. Certain technical support failures may require a bug fix or software patch which can only be processed during European business hours. INTEGRATED ORDERING TIER 3 PLA (PRICE FIXED FOR 3 YEARS)
Target Resolution Times. NetSuite will use the following timeframes as targets for resolution of these issues.
Target Resolution Times. NetSuite KK will use the following timeframes as targets for resolution of these issues. S1 – Blocking 24 to 48 hours after NETSUITE determines that the issue requires a change in the Product. S2 – Urgent, No Workaround 60 days after NETSUITE determines that the issue requires a change in the Product. S3 – Important, Available 90 days after NETSUITE determines that the issue requires a change in the Product. S4 – Nuisance Timeframe is determined from Customer input and will most likely be greater than 90 days. S5 – Minor Timeframe is determined from customer input and will moist likely be greater than 90 days. For purposes of the foregoing, an incident shall be considered resolved if its Incident Priority Status is reduced to a lower tier as defined in this Section 2 above.
Target Resolution Times. 3.1. IRIS will use reasonable endeavour to resolve technical support failures within the following resolution times: Priority level Target resolution time Urgent 8 hours High 12 hours Medium 24 hours Low 120 hours
3.2. Certain technical support failures may require a bug fix or software patch which can only be processed during European business hours. DIGITAL MENU PLA (PRICE FIXED FOR 3 YEARS)
Target Resolution Times. 3.1. iRiS will use reasonable endeavour to resolve technical support failures within the following resolution times: Priority level
Target Resolution Times. Based on the Priority of the incident as determined by the table below, the following target response timeframes apply. These timeframes determine the associated escalations, communication frequency, priority over other activities, and the steps to be taken to resolve. Priority Target Response Definition Coverage
P1 1 Hour Subscription Service is not accessible 24x7x365 P2 2 Hours Critical function affecting system wide usage Business Days P3 8 Hours Defect significantly affecting use of the Subscription Service Business Days P4 3 Days Defect not significantly affecting use of the Subscription Service Business Days From time to time, the Subscription Service will not be operational due to scheduled and unscheduled maintenance. Servicely will use their reasonable endeavours to ensure that the Subscription Service is available 99.8% of the time during each month except for:
(a) planned maintenance downtime (for which Servicely will give Customer 2 weeks advanced notice and carry out during non-core business hours as much as practicable); and
(b) downtime caused by circumstances beyond their reasonable control. Planned maintenance should not occur on a Friday. Servicely should also provide details of the planned maintenance including a description of what the planned maintenance involves, expected outage time / downtime including the start and end times.
Target Resolution Times. NetSuite KK will use the following timeframes as targets for resolution of these issues. Incident Priority Target Resolution for Fix S1 – Blocking 24 to 48 hours after NETSUITE determines that the issue requires a change in the Product. S2 – Urgent, No Workaround 60 days after NETSUITE determines that the issue requires a change in the Product. S3 – Important, Available 90 days after NETSUITE determines that the issue requires a change in the Product. S4 – Nuisance Timeframe is determined from Customer input and will most likely be greater than 90 days. S5 – Minor Timeframe is determined from customer input and will moist likely be greater than 90 days. For purposes of the foregoing, an incident shall be considered resolved if its Incident Priority Status is reduced to a lower tier as defined in this Section 2 above. Incident Priority. In the interest of efficiently allocating NetSuite KK’s and NetSuite’s support resources, NetSuite will prioritize the urgency of support requests and inquiries according to the following criteria guidelines (each, an “Incident Priority”):
i) S1 - Blocking. Severity: Core business functionality is broken Workaround: None • Issues which cause data loss or data corruption. • Issues which prevent use of core business workflows - e.g. login, transactions, groups of reports or lists, account provisioning. • Incorrect data on key financial reports (Balance Sheet, Income Statement, Trial Balance, General Ledger, A/R aging). • Security Breaches - including permission errors which erroneously expose data, or which prevent valid data access.
Target Resolution Times. EMIS shall use its reasonable endeavours to Resolve or Mitigate an Incident in accordance with the following service levels (measured in accordance with paragraph 5 of this Schedule 3): 1 Target to Resolve/Mitigate Incident within 8 Operational Hours Severity 1 Incidents to be managed in accordance with ISO20000 2 Target to Resolve/Mitigate Incident within 16 Operational Hours Severity 2 Incidents to be managed in accordance with ISO20000 3 Target to Resolve/Mitigate Incident within 48 Operational Hours Severity 3 Incidents to be managed in accordance with EMIS’s standard processes 4 Target to Resolve/Mitigate Incident within 144 Operational Hours Severity 4 Incidents to be managed in accordance with EMIS’s standard processes 5 No specified resolution/mitigation timeframe Severity 5 Incidents to be managed in accordance with EMIS’s standard processes
Target Resolution Times. AmpliFund will use commercially reasonable efforts to meet the following target time frames for resolution of Issues from the time AmpliFund receives a Support request: Critical 4 hours or better High 48 hours or better Medium 10 business days or better
Target Resolution Times. Binti will use commercially reasonable efforts to meet the following target time frames for resolution of Events from the time Binti receives a Support request:
