Technical Support Response Times Sample Clauses

Technical Support Response Times. Once Axtel has opened a CRN at the Airspan' Call Center and depending on the Severity Classification, an Airspan Technical Support (NTS) Engineer will contact Axtel's representative as per the terms set forth in Table 2-R below. Xxxxx X - Xxxxxxxx Services Purchase and License Agreement for FWA Equipment (December 2004) --------------------------------------------------------------------------------
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Technical Support Response Times. Once Axtel has opened a CRN at the Nortel Networks' Call Center and depending on the Severity Classification, a Nortel Networks Technical Support (NTS) Engineer will contact Axtel's representative as per the terms set forth in Table 2-R below.
Sample 1
Technical Support Response Times. Safe Fleet will triage Technical Support requests in good faith in accordance with the Severity Definitions below, and will use commercially reasonable efforts to provide an initial response to each such request within the Targeted Response Time set forth below. Customer acknowledges and agrees that the Targeted Resolution Time Guidelines below are estimates only, that many factors affect the ability to resolve specific requests and the time within which resolution may be achieved, and that Safe Fleet therefore does not guarantee that Errors will be resolved within such time and will have no liability for failing to meet such targets. All Targeted Response Times and Targeted Resolution Times set forth in these Terms assume, and require only, provision of Technical Support during Normal Business Hours, except that, if Customer has purchased, and is current on payments for, 24/7 Support, then, in the event of Severity 1 or Severity 2 incidents, Technical Support will be available 24 hours per day, 7 days per week until such incident is resolved or downgraded to Severity 3 or below. Cloud Service – Technical Support Response Times Level of Severity Severity Definition Targeted Response Time: Targeted Resolution Time Guidelines: Severity 1 Critical software issue: Production Cloud Service unavailable or major malfunction affecting critical business tasks and high number of staff. No workaround exists. As soon as possible, using commercially reasonable efforts As soon as possible, using commercially reasonable efforts. Severity 2 Severe: Impacts ability for some task to be completed though not full system nor all critical tasks. 1 Business Day 2 weeks or less from response, with workaround within 1 week or less. Severity 3 Major: Affects one user workflow, and even if there is a workaround, it is objectively not desirable. 1 Business Day Based upon prioritization and dependent upon all other reported issues and circumstances. Severity 4 Minor: Issue or question that, even if bothersome, has limited business impact. 1 Business Day Improved on when it is associated with higher priority work targeted for a release. Severity 5 Cosmetic: Low priority defect with no, or substantially no, business impact 1 Business Day Improved on when it is associated with higher priority work targeted for a release.
Sample 1
Technical Support Response Times. AECOM will use its reasonable endeavours to provide (1) an initial response and (2) a final response to any Technical Support Request incidents in accordance with the following timeframes: Classification Initial Response Final Response P1 – High < 1 business day < 5 business days P2 – Medium < 3 business days < 10 business days P3 – Low < 5 business days < 15 business days
Sample 1
Technical Support Response Times. Once Axtel has opened a CRN at the Nortel Networks’ Call Center and depending on the Severity Classification, a Nortel Networks Technical Support (NTS) Engineer will contact the Axtel’s representative as per the terms set forth in Table 2.2.3 below : “Table 2.2.3” TL9000 Severity Classification Actions Response Times Target Service restoration time Resolution Targets Based on RQMS* Business Hours Non – Business Hours E1 (*1) Worked continuously (7 x 24) until resolution or workaround is provided 15 min 30 min 7 Xx 00 xx E2 (*1) Worked continuously (7 x 24) until resolution or workaround is provided 15 min 30 min 8 Hr 10 Days Business Critical and Major (*2) Worked during normal business days and business hours. 2 hrs Next Business Day 24 Xx 00 Days Minor (*2) Worked during normal business days and business hours. Next Business Day Next Business Day 30 Days 180 days (*1) This Service is provided 7 x 24
Sample 1
Technical Support Response Times. Once Axtel has opened a CRN at the Nortel Networks’ Call Center and depending on the Severity Classification, a Nortel Networks Technical Support (NTS) Engineer will contact the Axtel’s representative as per the terms set forth in Table 2.2.3 below : “Table 2.2.3” TL9000 Severity Classification Actions Response Times Target Service restoration time Resolution Targets Based on RQMS* Business Hours Non – Business Hours E1 (*1) Worked continuously (7 x 24) until resolution or workaround is provided 15 min 30 min 7 Xx 00 xx E2 (*1) Worked continuously (7 x 24) until resolution or workaround is provided 15 min 30 min 8 Hr 10 Days Business Critical and Major (*2) Worked during normal business days and business hours. 2 hrs Next Business Day 24 Xx 00 Days Minor (*2) Worked during normal business days and business hours. Next Business Day Next Business Day 30 Days 180 days (*1) This Service is provided 7 x 24 (*2) This Service is provided in Normal Business Hours Note: The times set forth in Table 2 – R above, are subject to Nortel Networks and Customer working together in conjunction on a reasonable efforts basis to find a workaround for services restoration and resolution within the target times. These times do not represent an obligation or performance indicator. * RQMS – Reliability and Quality Measurements for Telecommunications Systems.
Sample 1
Technical Support Response Times. Once Axtel has opened a CRN at the Airspan’ Call Center and depending on the Severity Classification, a Airspan Technical Support (NTS) Engineer will contact the Axtel’s representative as per the terms set forth in Table 2.2.3 below : “Table 2.2.3” TL9000 Severity Classification Actions Response Times Target Service restoration time Resolution Targets Based on RQMS* Business Hours Non - Business Hours E1 (*1) Worked continuously (7 x 24) until resolution or workaround is provided 15 min 30 min 7 Xx 00 xx E2 (*1) Worked continuously (7 x 24) until resolution or workaround is provided 15 min 30 min 8 Hr 10 Days Business Critical and Major (*2) Worked during normal business days and business hours. 2 hrs Next Business Day 24 Xx 00 Days Minor (*2) Worked during normal business days and business hours. Next Business Day Next Business Day 30 Days 180 days (*1) This Service is provided 7 x 24
Sample 1
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Technical Support Response Times. Once Axtel has opened a CRN at the Airspan' Call Center and depending on the Severity Classification, a Airspan Technical Support (NTS) Engineer will contact the Axtel's representative as per the terms set forth in Table 2.2.3 below : "Table 2.2.3" --------------------------------------------------------------------------------------------------------- TL9000 Response Times Target Severity Business Non - Service Resolution Classification Actions Hours Business restoration Targets Hours time Based on RQMS* --------------------------------------------------------------------------------------------------------- E1 (*1) Worked continuously (7 x 24) 15 min 30 min 7 Xx 00 xx until resolution or workaround is provided --------------------------------------------------------------------------------------------------------- E2 (*1) Worked continuously (7 x 24) 15 min 30 min 8 Hr 10 Days until resolution or workaround is provided --------------------------------------------------------------------------------------------------------- Business Worked during normal business Next 24 Xx 00 Days Critical and days and business hours. 2 hrs Business Major (*2) Day --------------------------------------------------------------------------------------------------------- Minor (*2) Worked during normal business Next Next 30 Days 180 days days and business hours. Business Business Day Day ---------------------------------------------------------------------------------------------------------
Sample 1

Related to Technical Support Response Times

  • Technical Support State Street will provide technical support to assist the Fund in using the System and the Data Access Services. The total amount of technical support provided by State Street shall not exceed 10 resource days per year. State Street shall provide such additional technical support as is expressly set forth in the fee schedule in effect from time to time between the parties (the “Fee Schedule”). Technical support, including during installation and testing, is subject to the fees and other terms set forth in the Fee Schedule.

  • TECHNICAL SUPPORT SERVICES 2.1 The technical support services (the "Services"): Party A agrees to provide to Party B the relevant services requested by Party B, which are specified in Exhibit 1 attached hereto ("Exhibit 1").

  • Customer Support If Customer is entitled to receive Customer Support as part of a separately purchased Service Plan, Sage warrants that while Customer’s Service Plan is in effect and if it has paid all required Service Plan fees, Sage will use qualified personnel to provide Customer Support in a professional manner consistent with industry standards. Customer’s sole remedy under this section 5.2 is limited to Sage’s re-performance of the Customer Support services giving rise to Customer’s claim.

  • Product Support Partners may provide support for Products and other value-added services, and Partner is responsible for the performance of any services it provides. If Customer purchases Microsoft Support Services through a Partner, Microsoft will be responsible for the performance of those services subject to the terms of this Agreement. Pricing and payment If Customer orders from a Partner, the Partner will set Customer’s pricing and payment terms for that order, and Customer will pay the amount due to the Partner. Pricing and payment terms related to orders placed by Customer directly with Microsoft are set by Microsoft, and Customer will pay the amount due as described in this section.

  • Training and Support Licensor shall offer installation support to the Licensee and each of the Members, including assisting with the implementation of any Licensor software. Licensor will provide appropriate training to Licensee and Member staff relating to the use of the Licensed Materials and any Licensor software. Licensor will offer reasonable levels of continuing support to assist Licensee and Members in use of the Licensed Materials, including providing help files and other appropriate user documentation in connection with the use of and access to Licensed Materials. Licensor will, at a minimum, make its personnel available by email, telephone or via the Web, or in person during Licensor’s regular business hours, Monday through Friday, for training and user access support.

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