Time to Resolve Sample Clauses

Time to Resolve. The Contractor must rectify the invoice rejected under section 4.7 within:‌
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Time to Resolve. One of the key metrics describing the time needed to restore customer’s defined service, original system functionality. According to the severity of impact and urgency of restoration of original system or application functionality, a ticket priority level is defined. Standardly there are four Priority Levels (Critical, Important, Normal, Low) with individual resolution times assigned to them. Resolution time of critical incidents with high impact and urgency usually takes between 2 to 4 hours. For incidents with “low” priority level the resolution time is counted in days, even weeks. Resolution times are being stated in SLA contract and their duration is based on the selected service level: Bronze, Silver or Gold.
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Time to Resolve. Severity Level 1 Incident This measure evaluates the resolution of tickets that are Incidents of Severity Level 1. Resolution is measured from the time the ticket is opened to the time it is closed. Upon the Amendment No 7 Effective Date, Incident tickets relating to the EUS tower shall not apply to the calculation of this Service Level. Upon the AHS Commencement Date, Incident tickets related to the Application Hosting Tower shall not apply to the calculation of this Service Level.
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Time to Resolve. If within sixty (60) days after Customer begins Production on a prior Release of the Software, HSD is unable to correct the Customer's Priority 1 and/or Priority 2 Verified Program Error(s) in the Supported Release of the Software that Customer was using in Production, HSD will reduce its then-current monthly support fee by twenty (20%) percent (which 20% reduction shall apply even if Customer does not have the option of using a prior Release of the Software in Production). Any such credit will apply retroactively to the initial sixty (60) day use of the prior Release of the Software in Production and will continue until the Customer is in Production on the Customer's Supported Release which is functioning in a manner consistent with its Specifications.
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Time to Resolve. Service Provider shall resolve the Problem within the periods set forth on Exhibit K-2 depending on the categorization of the Problem. SARS shall categorize each Problem according to the following: "High (Severity Level 1) Problem", which is an incident causing a complete loss of critical functionality, or an incident impacting one percent (1%) or more of End Users, an entire site or a department under circumstances in which essential service delivery is interrupted, or any other circumstance in which essential service is interrupted. "Medium (Severity Level 2) Problem", which is an incident causing a complete loss of critical functionality that does not rise to the level of a High (Severity Level 1) Problem, or an incident causing a partial loss of critical functionality under circumstances in which essential service delivery is not interrupted but is impaired. For the avoidance of doubt, a Problem shall be categorised as a Medium (Severity Level 2) Problem if it is an incident that causes any loss of any functionality that does not rise to the level of a High (Severity Level 1) Problem but rises above the level of a Low (Severity Level 3) Problem. "Low (Severity Level 3) Problem", which is anincident affecting non-critical application functionality under circumstances in which only minor inconvenience results and the SARS’ day to day operations continue as normal. For purposes of this clause 45.3.2 of Annexure F (Maintenance Services), the periods set forth on Exhibit K-2 shall not commence until the earlier of the time that: (a) SARS’ information technology personnel have reasonably communicated the nature of the Problem and the extent to which such Problem affects SARS’ operations; or (b) Service Provider otherwise becomes sufficiently aware of the nature of the Problem to commence resolution efforts (even if there is some risk that such efforts may be misdirected). A Problem shall not be deemed to be resolved until Service Provider has obtained SARS’ confirmation thereof. SARS shall not unreasonably withhold or delay such confirmation. Notwithstanding the foregoing, if Service Provider has implemented a workaround under clause 45.2.2 of this Annexure F (Maintenance Services), Service Provider shall be deemed to have resolved the problem when the workaround is first implemented and operational provided the work around provides SARS a reasonable level of systems performance and Service Provider deploys and makes operational a permanent solution as soon ...
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Time to Resolve. FAULT (TTRF) Time to resolve fault is defined as the time between the fault being reported with Trust Systems (i.e. a support ticket is issued) and resolution of the problem (not including time waiting for customer input).
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Time to Resolve. The elapsed time between the first contact between the end-user with the vendor and resolution of the problem and restoration of functionality.
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Related to Time to Resolve

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  • Dispute Resolution and Governing Law 31.1. In the event that a determination of the Expert is sought under this Agreement:

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