Targeted Response Times Sample Clauses
Targeted Response Times. Provider will make every reasonable effort to respond to notifications from the Client rapidly within the time period to be measured from the first Support business hour occurring after Provider’s receipt of notification as outlined in the chart below. Support requests will be logged and tracked in Provider’s support tracking system. When submitting a support request, Customer must provide Provider with all information necessary for Provider to process the request and must respond promptly to Provider with any information reasonably requested to clarify the support request. Provided the requirements of this section are met, upon receipt of the support request, Provider will work with Customer to set expectations regarding the completion times for all support requests. Provider will acknowledge the request and determine the appropriate priority level based on the classifications specified below. In addition to services otherwise excluded in this Support and Service Level Schedule, excluded from Support are: Professional Services, infrastructure configurations that are outside of the then-standard product configuration, access to the Subscription Services or Hosting Services via private network, custom report creation, staging environment, technical and/or functional user training, database schema changes, modifications to data feed, on-site services, translation services, and any and all other requirements and/or services not specifically described herein. An “Acknowledgement” is Provider’s initial confirmation to Customer that Provider has received Customer’s support request; a “Resolution” is a workaround or action plan for addressing the problem; an “Issue” is a failure of the Subscription Services or Hosting Services to operate in accordance with its then-current Documentation. Severity Issue Urgent High Normal Low Definition Emergency, mission critical, application is unavailable, non- responsive or unusable. Components or features are unavailable, no work- around is possible. Downgraded user experience. Components or features are unavailable but work-around is possible. Non-critical questions, inquiries, and on- going projects. Applies to Production Production Production Production, Sandbox, development, and demo sites Examples Site appears to be down; users are unable to access the site. Site is returning error codes. Service is unavailable to a subset of users or it is intermittently unavailable. Major functional component is unavailable. Components...
Targeted Response Times. With respect to SunGard Public Sector’s Maintenance obligations, SunGard Public Sector will use diligent, commercially reasonable efforts to respond to Notifications from Customer relating to the Baseline Component Systems/Custom Modifications identified in Exhibit 1 of this Agreement in accordance with the following guidelines with the time period to be measured beginning with the first applicable SunGard Public Sector “Telephone Support” hour occurring after SunGard Public Sector’s receipt of the Notification: Priority Description Response Goal* Resolution Goal* AGENCY ACCESS SUPPLEMENT
Targeted Response Times. With respect to SunGard Public Sector’s Maintenance obligations, SunGard Public Sector will use diligent, commercially reasonable efforts to respond to Notifications from Customer relating to the Baseline Component Systems/Custom Modifications identified in Exhibit 1 of this Agreement in accordance with the following guidelines with the time period to be measured beginning with the first applicable SunGard Public Sector “Telephone Support” hour (that is, based upon whether SunGard Public Sector provides 7x24 or 5x8 Support for the Baseline Component System/Custom Modification in question) occurring after SunGard Public Sector’s receipt of the Notification: Priority One Calls –two (2) hours or less. Priority Two Calls - four (4) hours or less. Priority Three Calls – twenty-four (24) hours or less. Priority Four Calls – seventy-two (72) hours or less.
(1) For purposes of these targets, a “response” will mean as an initial contact from an SunGard Public Sector representative to Customer to begin evaluation of the problem reported under one of the categories of calls identified above; (2) As a prerequisite to SunGard Public Sector’s obligation to respond to Customer, Customer must follow SunGard Public Sector’s then-current processes (such as the dialing of a particular phone number, the categorization of a particular problem, etc.) when submitting its Notification.
Targeted Response Times. With respect to Superion’s Maintenance obligations, Superion will use diligent, commercially reasonable efforts to respond to Notifications from Customer relating to the Baseline Component Systems/Custom Modifications identified in Exhibit 1 of this Agreement in accordance with the following guidelines with the time period to be measured beginning with the first applicable Superion “Telephone Support” hour occurring after Superion’s receipt of the Notification:
Targeted Response Times. STATUS UPDATES INITIAL (PROVIDED UPON PRIORITY FAILURE DESCRIPTION RESPONSE LICENSEE'S REQUEST TIME AFTER NETSCAPE'S INITIAL RESPONSE) -------------------------------------------------------------------------------- 1 Enterprise-critical 1 hour By customer (Product is not agreement functioning) -------------------------------------------------------------------------------- 2 Severe Impact - Product 2 working Once per inconsistency which hours working day significantly decreases Licensee productivity (periodic work stoppages, feature crashes) --------------------------------------------------------------------------------
Targeted Response Times