Target Response Time means a maximum wait time for the first response of an issue received from a customer.
Target Response Time has the meaning given to that expression in Section H3.14 (Target Response Times) or L8 (SMKI Performance Standards and Demand Management).
Target Response Time means the target response time (calculated in Normal Business Hours) measured from the time that the Error Report is logged with the Supplier and all of the information required under paragraph 5.2 has been provided or the start of the next Working Day where the Error is reported outside Normal Business Hours.
Examples of Target Response Time in a sentence
Incident Severity Level Target Response Time Severity Level 3: Requires attention –There is a problem or inconvenience.
Cases will be opened upon receipt of request or identification of issue, and incidents will be routed and addressed according to the following: Severity Level Error State Description Target Response Time Target Resolution Within 1 – Critical Priority Renders the Service unusable.
Response times are below: Severity Level Target Response Time Target Resolution Time* P1 1 hour up to 4 hours P2 2 hours up to 8 hours P3 4 hours up to 3 working days P4 8 hours up to 5 working days *Quoted resolution times are on a best endeavours basis only and may be subject to change if faults are due to factors outside of the control of Telappliant.
SaaS Severity Level Target Response Time SaaS Severity Level 1: Requires immediate attention– Critical production functionality is not available or a large number of users cannot access the SaaS Application.
More Definitions of Target Response Time
Target Response Time means the target time for a CommsFM engineer to respond to an Equipment Fault from the time reported to CommsFM by the Customer as detailed in Schedule 4;
Target Response Time. In support of services outlined in the Agreement, Mercatus will respond to service-related incidents and/or requests submitted by the customer within the following timeframes: o 0-8 hours for issues classified as CRITICAL priority. o Within 24 hours for issues classified as HIGH priority. o Within 48 hours for issues classified as MEDIUM priority. o At Mercatus' discretion / best efforts for issues classified as LOW priority. o Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request. • “Target Resolution Times” - shall be broken up into 2 categories: o “Time to First Fix or Workaround” – this category is designed to establish a way for Mercatus to support Customer to get back to normal Platform operation quickly while a more permanent resolution is being worked on. Such delivery will be provided with support documentation.
Target Response Time. In support of services outlined in the Agreement, Mercatus will respond to service-related incidents and/or requests submitted by the customer within the following timeframes: o 0-8 hours for issues classified as CRITICAL priority. o Within 24 hours for issues classified as HIGH priority. o Within 48 hours for issues classified as MEDIUM priority. o At Mercatus' discretion / best efforts for issues classified as LOW priority. o Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
Target Response Time means the elapsed time, in business days, from when PTI receives a request for assistance until PTI expects the commencement of assistance. Targeted Response Time does not include the time to resolve the request.
Target Response Time is defined as the time elapsing from receipt of the request to Forsta initiating action to resolve the issue. The time to arrive at a solution may be longer. Client will normally be informed of the status of Client’s request within the response times listed above.
Target Response Time. The time between receipt of the call/work order and the time that a CPS technology services team member acknowledges the issue. Times are in business hours. ● All requests entered after 4 PM (except for critical safety) will be considered as submitted the following business day.
Target Response Time. The time between receipt of the case and the time it is acknowledged. All requests entered after 4 PM will be considered as submitted the following business day. *Target Resolution Time: Time between receipt of request and time that a Team Member resolves the issue. Additional Priority Sets: Response Level Criteria Target Resolution Time Pending user Response Communication has been sent and we are awaiting a reply with necessary information (error message, screenshot, waiting to see if issue comes up again, the next class period.) We will wait and make contact each day it is in Pending response and document in the work order that we contacted the user by phone/email. After 3 days of no response we will close the work order. Awaiting Parts/Assistance Awaiting parts/assistance from the vendor. Details for the order will be noted on the issue for customer review. Once the parts or fix arrives, we will be there that work day or next business day to resolve the issue. Long Term Project This is a large scale project that may take months to complete. These projects may be completed in phases. Projects might include district/building wide implementation; repair; replacement of hardware or software, report or programming developments. Planned Maintenance/Outage/Upgrades Issue resolution may require a planned interruption of an application; network services (Example: Server Upgrade, Software Rebuild). Resolution time frame will be given advance notice before the planned occurrence happens. Problem Resolution As certain work requests/ cases are resolved the information will be placed in the Knowledge Base for future resolution of similar issues. Priority Policy Technology Services will review the Priority Policy annually to ensure technical support needs are addressed at a level consistent with CPS District goals and objectives. Work requests are handled at the discretion of TS leaders by considering staff availability, level of technical difficulty, number of cases, and customer availability. Scheduled Maintenance Procedure