Time to react. CUSTOMER queries are subject to different times to react depending on their se- verity level. The time to react is measured as the period of time between the receipt of a customer query from an AUTHORIZED USER and the point in time at which COMPANY notifies CUSTOMER that its request has been received and is now being processed. The time to react is only measured within the hotline operating hours as defined in section 3 in III. Part of this SLA. If CUSTOMER raises a query with the SUPPORT HOTLINE outside of the hotline operating hours, the query shall only be deemed to have been raised from the time at which the hotline operating hours recommence. Disruptions caused by a PERMITTED SERVICE FAILURE in accordance with number 1. clause
Appears in 5 contracts
Samples: Service Level Agreement, Service Level Agreement, Service Level Agreement
Time to react. CUSTOMER queries are subject to different times to react depending on their se- verity severity level. The time to react is measured as the period of time between the receipt of a customer query from an AUTHORIZED USER and the point in time at which COMPANY notifies CUSTOMER that its request has been received and is now being processed. The time to react is only measured within the hotline operating hours as defined in section 3 in III. Part of this SLA. If CUSTOMER raises a query with the SUPPORT HOTLINE outside of the hotline operating hours, the query shall only be deemed to have been raised from the time at which the hotline operating hours recommence. Disruptions caused by a PERMITTED SERVICE FAILURE in accordance with number 1. clause
Appears in 3 contracts
Samples: Service Level Agreement, Service Level Agreement, Service Level Agreement
Time to react. CUSTOMER queries are subject to different reaction times to react depending on their se- verity severity level. The time to react is measured as the period of time between the receipt of a customer query from an AUTHORIZED USER and the point in time at which COMPANY notifies CUSTOMER that its request has been received and is now being processed. The time to react is only measured within the hotline operating hours as defined in section 3 in III. Part of this SLA. If CUSTOMER raises a query with the SUPPORT HOTLINE outside of the hotline operating hours, the query shall only be deemed to have been raised from the time at which the hotline operating hours recommence. Disruptions caused by a PERMITTED SERVICE FAILURE in accordance with number 1. clauseClause
Appears in 2 contracts
