Target Response Times. All suspected Errors reported to the iplicit customer support department willbe classified and directed to the appropriate team for response. Business Impact Priority Code Priority Definition Target Response Times Target ResolutionTimes Support Hours P1 – Urgent (Severity 1) A critical failure in operational activity of the Services, or an Error that causes the Services to be severely impacted or completely shutdown, or Customer’s use of the Services is impossible, where no workaround is available. 1 hours 4 hours 7.5/5 P2 – High (Severity 2) Errors include high-impact issues in which the Services are inoperative or seriously degraded where a short-term workaround isavailable. 4 hours 12 hours 7.5/5 P3 – Medium (Severity 3) The Error limits the functionality or usefulness of the Services, but the condition is not critical to the continued operation of the Services. A workaround is readily available and can be applied or used with little or no operational impact. 8 hours Next Release 7.5/5 P4 – Low (Severity 4) Minimal problems in the Services arising from a misleading or unsatisfactory component or feature. The problem can be circumvented with no operational impact and there are no dataintegrity issues. This Severity Level also includes (i) a need to clarify procedures or information in Documentation, (ii) a requestfor a product enhancement or new feature, (iii) cosmetic or non- functional Errors; or (iv) Errors in the Documentation. Deferred maintenance of “low” Error is acceptable. 24 hours Future Release 7.5/5
Target Response Times. The below identifies the priority codes, target response times for incident resolution:
Target Response Times. 24X7 Support that provides 1 hour response time for S1 and 2 hour response time for S2 is available for an extra fee that is equal to 10% of the subscription license pricing.
Target Response Times. 3.1 The following Target Response Times apply in respect of the Services: Severity Level Scope Target Response Times 1 Business critical services unavailable (e.g. no users can sign into the Services). Business critical software system unavailable (e.g. active directory, terminal server) More than 50% of users affected 4 Hours 2 Performance of system heavily degraded Non-business critical systems unavailable More than 10% of users affected 6 hours 3 Performance of non-business critical system heavily degraded Single user unable to work or less than 10% of users affected (includes password resets) Non Business Critical 8 hours
3.2 You are required to make available your full resources to us if requested to do so, to facilitate the resolution of Faults. For all Severity Levels, you must allow us to access your Site and computer systems (including by remote computer access) at all times (including outside Business Hours) in order to facilitate the resolution of the Fault. Should you be unwilling to do any of the above for any reason, the Fault may be downgraded to a lower Severity Level.
Target Response Times. 9.1 The Company agrees to use its best endeavours to meet the following Target Initial Response Times for problems which are allocated a Severity and escalated by the Customer in accordance with this SLA:
Target Response Times. Action Response times Total time 1 Acknowledge receipt of request for service (C&R) (Within 5 working days) 2 Contact client to arrange survey (C&R) Within 15 working days from 15 receipt of service request 4 Contact client to arrange survey (P&DS) (Within 3 working days) 5 Initial assessment of work involved (P&DS) (Within 10 working days) 6 Receipt of drawings and specification Property and Direct Services (C&R) from Within 20 working days 45 7 Acceptance and referral to client, OT following receipt of drawings (C&R) etc Within 5 working days 50 8 Issue specification to contractors (C&R) Within 3 working days 53 9 Await return of tenders Within 15 working days* 68 10 Complete grant application form (C&R) Within 3 working days 71 11 Forward design services fees sheet (C&R) Within 5 working days 76 * Subject to the requirements of the planning system 3 Request for drawings and technical Within 10 working days 25 2. PERFORMANCE INDICATORS Action Target times 1 Referral to first visit Within 15 working days 2 Completion of work under £1,000.00 Within 90 working days 3 Completion of work over £1,000.00 Within 180 working days 4 Number of handy persons jobs completed within 7 working days 80% 5 Number of enquiries to service 1100 per annum 6 Number of promotional activities per annum 20 per annum APPENDIX 4
1. This is a Service Level Agreement (SLA) between Daventry and South Northamptonshire Care and Repair (CR) and South Northamptonshire Council (SNC) for the provision of technical services.
Target Response Times. Impact Priority Target Time for Initial Response Priority 1 – Critical Within 1 Support Hour Priority 2 -High Within 4 Support Hours Priority 3 - Medium Within 8 Support Hours Priority 4 - Low or Priority 5 - Non- urgent Within 2 Business Days
Target Response Times. Improve Digital agrees to provide the following service responses to questions or problems reported by the Customer to Improve Digital through e-mail (Zendesk):
Target Response Times. LogRhythm shall respond to new Support Cases within the following period following LogRhythm receipt of the Support Case from Customer: High 11x5 4 Medium 11x5 4 Low 11x5 4 High 24X7 4 Medium 11x5 4 Low 11x5 4
Target Response Times. LogRhythm shall respond to new Support Cases within the following period following LogRhythm receipt of the Support Case from Customer: High 11x5 4 Medium 11x5 4 Low 11x5 4 High 24X7 4 Medium 11x5 4 Low 11x5 4 Ticket Severity: LogRhythm classifies tickets per the following categories:
