Technical Responsibilities. Understands and is knowledgeable about problems that may arise during service usage. • Understands and is knowledgeable with respect to functionality of supported handset models. • Understands and is knowledgeable with email notification systems, the Internet and the World Wide Web. • Understands and is knowledgeable with its network operations and is capable of discerning whether an incident is internal to its internal operations before identifying the incident as a trouble ticket for Infospace. EXHIBIT G – SERVICE LEVEL AGREEMENT
Technical Responsibilities a. Company’s customer support personnel will understand and be knowledgeable about problems that may arise during a Subscriber’s usage of the MSN Mobile Services and other MSN Services.
Technical Responsibilities. Understand and remain knowledgeable about problems that may arise during usage of the Service obtained through use of the Service. Understand and remain knowledgeable with respect to functionality of the DECE products and/or services. As between DECE and Coordinator, resolve incidents or problems that are within the DECE Licensee’s Span of Control.
Technical Responsibilities. Understand and remain knowledgeable about problems that may arise during usage of the Secretariat Services to support all decisions. • Understand and remain knowledgeable with respect to functionality of various Secretariat operations. • Understand and remain knowledgeable about Customer setup’s and be capable of discerning whether an incident is internal to Customer operations before identifying the incident as a trouble ticket for AMS. • Resolve incidents or problems with the Secretariat Services that are within the Customer Span of Control. Incident Handling by AMS Customer Support will coordinate incident isolation, provide community notification and testing & repair work within AMS and all third party systems that are within the AMS Span of Control. During the incident isolation and troubleshooting process, Customer Support will communicate incident resolution progress to the IETF Community based upon the times specified on Table 2 below, and resolve the incidents in accordance with the timeframes specified in Table 2. Severity 1 issues are considered to be Unscheduled Downtime unless otherwise agreed to in writing by Customer. Additionally, AMS will proactively inform the IETF Community when an issue or condition arises that necessitates the creation of trouble tickets. AMS will resolve incidents within the AMS Span of Control within the timeframes set forth below. AMS will resolve outages within the timeframes set forth in Table 2. AMS will provide a similar commitment as set out in Table 2 to Recipient’s Table 2 – AMS Support Services Response and Incident Handling Notification Timetable Severity Level Conditions Update Method Resolution Closure Severity 1 Critical Business Impact Complete loss of service and work cannot reasonably continue. Real or perceived data loss or corruption. An essential part of the service is unusable. No workaround is available. (Removed for Business Confidential reasons) First update within 8 hours of acknowledgement. Subsequent updates every 8 hours after first update. AMS’s customer support will work continuously to resolve the problem. Customer acknowledges that it shall make available resources to AMS’s customer support to assist in the resolution of the problem. Fixes will be applied as emergency patches. Customer receives a workaround or information that resolves the issue. or a patch is implemented, if issue is due to a software defect within 3 hours. The Severity Level may be downgraded if a viable workaround is...
Technical Responsibilities. The following section describes the administrative duties of the customer agency technical staff or system administrators that are responsible for supporting the web servers and application servers for the agency. Security The Customer Agency is responsible for protecting web and application servers from unauthorized access by following industry standards for security best practices. Customer agency is responsible for upgrading/maintaining web agents that are hosted at the customer agency data center. NYSDS will notify customer agencies when support for a web agent version is going to end. The notification will be sent as soon as NYSDS is made aware of the end of support date. Application Registration Technical Staff or system administrators are required to: Submit application registration forms at least 3 weeks prior to the application start date. Notify NYSDS when an application owner has changed. Inform NYSDS of any changes to their infrastructure, software, or procedures that may affect the service offered by NYSDS. Incident Management Technical Staff or system administrators are required to: Provide adequate and timely resources in the event of an incident. Perform entry level troubleshooting (i.e. basic connectivity tests) during an incident. User Account Management Responsibilities The following section describes the administrative duties of the customer agency technical staff or system administrators that are responsible for supporting the user account management for the agency. The following are roles within the user account management component:
Technical Responsibilities. It is helpful if the Executive Administrative Manager has some understanding of the organizational and political environment in which the IAB operates; the working model of the IAB allows for very xxxxx and open discussion among IAB members, and often the Executive Administrative Manager needs to summarize these discussions into a form that is appropriate for public distribution (e.g. meeting minutes).
Technical Responsibilities. ● Understand and remain knowledgeable about problems that may arise during usage of the Services to support all decisions. ● Understand and remain knowledgeable with respect to functionality of various Secretariat operations. ● Understand and remain knowledgeable about Customer setup and be capable of discerning whether an incident is internal to Customer operations before identifying the incident as a trouble ticket for Contractor. ● Resolve incidents or problems with the Services that are within the Customer Span of Control.
Technical Responsibilities. D2S in agreement with in:ciite Events commits to providing Host Sites all technical and customer service support to help make D2S Live an impactful success. The following is a list of MINIMUM technical equipment requirements. The Technical Director should be familiar with the Host Site and understand the needs and availability of the technical equipment. Larger venues may require additional equipment. If Host Site structure causes sight-line obstructions, the seats affected should not be counted toward stated capacity. Screen: At least one screen, if screen is blocked by the worship band, using two screens on either side of the stage may be necessary. Consider putting screen as close to the stage floor as possible so that your attendees feel more connected with the broadcast feed. Stage/band set-up cannot interfere with the screen/projector sight-lines. Minimum screen sizes: o Audience size of 1-500 attendees: screen size at least 9’ x 16’ o Audience size of 500-2000 attendees: screen size at least 11’ x 20’ Projector and Lighting: HD projector with a minimum of 12,000 lumens and adequate, adjustable stage and house lighting. Audio Console: At least a 16-channel board with full 4-band parametric EQ and enough channels to accommodate worship band set-up, 2 wireless Emcee microphones, and a Left and Right channel for the D2S Live broadcast feed.
Technical Responsibilities. Understands and is knowledgeable with respect to functionality of supported handset models. • Understands and is knowledgeable with email notification systems, the Internet and the World Wide Web. • Understands and is knowledgeable with AT&T’s network operations and is capable of understanding and validating evidence of whether an incident is internal to AT&T’s internal operations.
Technical Responsibilities a. Company’s customer support personnel will understand and be knowledgeable about problems that may arise during a Subscriber’s usage of the [*] Mobile Services and other [*] Services.
