Urgency levels, Incident types and related support Sample Clauses

Urgency levels, Incident types and related support. Only Customer Application Managers may report Incidents to the Support Desk. A Customer Application Manager is required to have sufficient knowledge of the Planon SaaS Services and to have followed the necessary training for expert use of the Planon SaaS Services. The following 4 incident urgency levels are distinguished: 1. “Level 1 / STANDSTILL / P1” if the following Incident types fulfils one or more of the following criteria: i) A registered Service Availability Incident results in the Planon SaaS Services is severely disrupted, with the majority of Named Users down; ii) A registered Loss of functionality Incident results in no functionality in the standard software module(s); iii) A registered Security Incident has been classified as ‘critical’ by the Support Desk. A Level 1 / STANDSTILL / P1 is always to be reported by phone. 2. “Level 2 / URGENT / P2” if the following Incident types fulfils one or more of the following criteria: i) A registered Service Availability Incident results in the Planon SaaS Services is being disrupted in such a way that a number of Named Users, but not the majority of the Named Users, are seriously inconvenienced; ii) A registered Loss of functionality Incident results in the functionality of the standard software module(s) being partially restricted, but Named User(s) is/are still able to meet own needs, and/or the Support Desk is able to offer a workaround (or partial workaround) to resolve the issue in whole or part within 3 Business Days; iii) A registered Security Incident has been classified as “high” by the Support Desk.
Sample 1
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Related to Urgency levels, Incident types and related support

  • Force Majeure If by reason of Force Majeure, either party hereto shall be rendered unable wholly or in part to carry out its obligations under this Agreement through no fault of its own then such party shall give notice and full particulars of Force Majeure in writing to the other party within a reasonable time after occurrence of the event or cause relied upon. Upon delivering such notice, the obligation of the affected party, so far as it is affected by such Force Majeure as described, shall be suspended during the continuance of the inability then claimed but for no longer period, and such party shall endeavor to remove or overcome such inability with all reasonable dispatch. In the event that Vendor’s obligations are suspended by reason of Force Majeure, all TIPS Sales accepted prior to the Force Majeure event shall be the legal responsibility of Vendor and the terms of the TIPS Sale Supplemental Agreement shall control Vendor’s failure to fulfill for a Force Majeure event.

  • Definitions For purposes of this Agreement:

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  • Confidentiality (a) Subject to Section 7.15(c), during the Term and for a period of three

  • General The Trustee shall keep proper books of record and account of all the transactions of each Trust under this Indenture at its corporate trust office, including a record of the name and address of, and the Units issued by each Trust and held by, every Unit holder, and such books and records of each Trust shall be open to inspection by any Unit holder of such Trust at all reasonable times during the usual business hours. The Trustee shall make such annual or other reports as may from time to time be required under any applicable state or federal statute or rule or regulations thereunder.

  • Termination In the event that either Party seeks to terminate this DPA, they may do so by mutual written consent so long as the Service Agreement has lapsed or has been terminated. Either party may terminate this DPA and any service agreement or contract if the other party breaches any terms of this DPA.

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  • Entire Agreement This DPA and the Service Agreement constitute the entire agreement of the Parties relating to the subject matter hereof and supersedes all prior communications, representations, or agreements, oral or written, by the Parties relating thereto. This DPA may be amended and the observance of any provision of this DPA may be waived (either generally or in any particular instance and either retroactively or prospectively) only with the signed written consent of both Parties. Neither failure nor delay on the part of any Party in exercising any right, power, or privilege hereunder shall operate as a waiver of such right, nor shall any single or partial exercise of any such right, power, or privilege preclude any further exercise thereof or the exercise of any other right, power, or privilege.

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