Target Response Times. The below identifies the priority codes, target response times for incident resolution:
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): Request Level Definition Target Respons e Time Emergency o Wrong size ad in ad slot - large formats only (wallpapers/billboards) o Server issues causing 360 Platform to be inaccessible – this does not include username or password issues o Adult and illegal ads o Technical issues where the 360 Platform tag is breaking website pages o Suspected malware ads Max 2-4 business hours High o Issues with existing Deal IDs/PMPs o Unwanted ads (other than illegal ads) o Wrong size ad in ad slot - medium formats (rectangles, skyscrapers) o Large discrepancies of greater than 50% of total impressions Max 8 business hours Other o All other cases Max 2 business days Local support is available on normal Dutch business days (9:00-18:00 CET Monday to Friday). For emergency issues outside normal business hours a dedicated email address and phone number are available to escalate emergency issues to Improve Digital. The target response time for emergency issue requests outside normal business hours is 2-4 hours as stated above.
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 Initial Response Time by Severity Severity Level Target Initial Response Time
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 SUPPORT EXCLUSIONS
Target Response Times. The primary method of reporting Critical and Major faults to Onecom should be by telephone. Faults reported by email may not be allocated to a support engineer in an appropriate timescale to provide the desired level of response. Level Target Response 2 4 hours 3 16 hours 4 48 hours
Target Response Times. Target initial response time for a (A) Severity Level 1 issue is within two
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
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 specification – following initial visit (C&R) 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 CARE AND REPAIR DAVENTRY AND SOUTH NORTHAMPTONSHIRE TECHNICAL SERVICES SERVICE LEVEL AGREEMENT
Target Response Times. Sage will respond to a call for service from You based on the severity levels within the following time limits: Severity 1 2 Hours Severity 2 4 Hours Severity 3 24-48 Hours
Target Response Times. Response times are targets set in a first attempt to contact you regarding your call. Response times are executed on a best effort basis. When reporting a call to Annuncio, Customer must indicate the priority of your call so Annuncio can respond accordingly. PRIORITY TITLE & EXPLANATION RESPONSE TIME NOTIFICATION MECHANISM CONFIDENTIAL AND PROPRIETARY ANNUNCIO SOFTWARE, INC. 3 DEGRADED OPERATIONS - 4-8 business Contact via email to Your Annuncio system is hours support@annuncio.com or -------------------- experiencing degraded access through Annuncio operations, or errors are support phone number causing malfunction of non- critical functions 4 MINIMAL IMPACT - 24 hours/One Contact via email to Attributes and/or options to business day support@annuncio.com -------------------- or utility programs are not access through Annuncio operating as stated, or the support phone number problem is an enhancement request
