Technical Support Incident definition

Technical Support Incident means a single, indivisible problem reported or technical inquiry made regarding the Deliverable, service, Licensed Software or any other part of the Work, including without limitation user questions or Defect reports. A Technical Support Incident is only closed when mutually agreed by the parties.

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Technical Support Incident means a single, indivisible problem reported or technical inquiry made regarding the Licensed Software and/or any Deliverable, including without limitation user questions or Defect reports. A Technical Support Incident is only closed when mutually agreed by the parties.

Technical Support Incident means a single indivisible problem reported or technical inquiry made regarding the Deliverable, service, enhancement, Licensed Software or any other part of the Services, including without limitation user questions, enhancement request, or Defect reports. A Technical Support Incident is only closed when mutually agreed by the parties. See the table below for breakdown of Incident Resolution times: Incident Resolution Time to Resolve Incident Resolution - Severity Level 1 Less than (<) 4 hours upon receipt of authorized request. 95.00% Incident Resolution Time to Resolve Incident Resolution - Severity Level 2 Less than (<) 8 hours upon receipt of authorized request. 95.00% Incident Resolution Time to Resolve Incident Resolution - Severity Level 3 End-of-Next Business Day upon receipt of authorized request. 95.00% Incident Resolution Time to Resolve Incident Resolution - Severity Level 4 End-of-Next Business Day upon receipt of authorized request or mutually agreed prioritized request with Service Provider. 95.00% Help Desk & Support Completion time Disable End-User Account - During Standard Support hours. Less than (<) 15 minutes upon receipt of authorized request 99.00% Help Desk & Support Completion time Password Reset - During Standard Support hours Less than (<) 10 minutes upon receipt of authorized request 95.00% Help Desk & Support Completion time Terminate/Delete End-User Account - During Standard Support hours. Less than (<) 5 Business Days upon receipt of authorized request 99.00% Incident Resolution Completion time Root Cause Analysis (RCA) - Resolution Reports Less than (<) 6 Business Days upon receipt of authorized request. 100.00% Incident Resolution Completion time Root Cause Analysis (RCA) - Final Report for Severity (Priority) Level 1 or 2. Less than or equal to (≤) 5 Business Days upon Incident Resolution or Stabilization of Severity (Priority) Level 1 or 2. 98.00% Incident Resolution Scheduled review Root Cause Analysis (RCA) - Resolution Report Monthly Review Monthly Review of Severity (Priority) Level 1, Level 2 and Recurring Incident Areas. 100.00% Incident Resolution Response time Root Cause Analysis (RCA) - Initial Report Less than or equal to (≤) 24 hours upon Incident Resolution or Stabilization of Severity (Priority) Level 1 or 2. (OR by End of Next Business Day, if the calculated 24-hour time to provide the Initial Report, falls outside of Business Hours) 98.00%

Examples of Technical Support Incident in a sentence

• Without limiting Contractor’s obligations under Section 4(b) below, with respect to each Technical Support Incident not covered in the table below, Contractor shall respond to the JBE within [four (4) hours] after the JBE reports a Technical Support Incident (such hours all occurring during Standard M&S Hours) to Contractor or within the applicable Response Periods, whichever is shorter.

• Without limiting any other obligation of Contractor under this Agreement, Contractor represents and warrants that it will maintain services, equipment, software or any other part of the Work so that they operate in accordance with their Specifications and Documentation; and The Contractor shall respond to the Court within four (4) hours after the Court reports a Technical Support Incident (such hours all occurring during Standard M&S Hours) to Contractor.

• Without limiting Contractor’s obligations under Section 5(b) below, with respect to each Technical Support Incident not covered in the table below, Contractor shall respond to the JBE within two (2) hours after the JBE reports a Technical Support Incident (such hours all occurring during Standard M&S Hours) to Contractor or within the applicable Response Periods, whichever is shorter.

• Without limiting Contractor’s obligations under Section 4(b) below, with respect to each Technical Support Incident not covered in the table below, Contractor shall respond to the JBE within four (4) hours after the JBE reports a Technical Support Incident (such hours all occurring during Standard M&S Hours) to Contractor or within the applicable Response Periods, whichever is shorter.

• Without limiting Contractor’s obligations under Section 4(b) below, with respect to each Technical Support Incident not covered in the table below, Contractor shall respond to the Court within [four (4) hours] after the Court reports a Technical Support Incident (such hours all occurring during Standard M&S Hours) to Contractor or within the applicable Response Periods, whichever is shorter.

• Without limiting Contractor’s obligations under Section 4(b) below, with respect to each Technical Support Incident not covered in the table below, Contractor shall respond to the JUDICIAL COUNCIL within [four (4) hours] after the JUDICIAL COUNCIL reports a Technical Support Incident (such hours all occurring during Standard M&S Hours) to Contractor or within the applicable Response Periods, whichever is shorter.

• Without limiting Contractor’s obligations under Section 4(b) below, with respect to each Technical Support Incident not covered in the table below, Contractor shall respond to the Judicial Council within [four (4) hours] after the Judicial Council reports a Technical Support Incident (such hours all occurring during Standard M&S Hours) to Contractor or within the applicable Response Periods, whichever is shorter.

• Without limiting Contractor’s obligations under Section 4(b) below, with respect to each Technical Support Incident not covered in the table below, Contractor shall respond to the JBE within four (4) hours] after the JBE reports a Technical Support Incident (such hours all occurring during Standard M&S Hours) to Contractor or within the applicable Response Periods, whichever is shorter.

• Without limiting Contractor’s obligations under this Exhibit E and Exhibit F, Service Level Requirements, with respect to each Technical Support Incident not covered under Section 1 of Exhibit F, Contractor shall respond to the AOC within four (4) hours after the AOC reports a Technical Support Incident (such hours all occurring during Standard M&S Hours) to Contractor or within the applicable Response Periods, whichever is shorter.

• Without limiting Contractor’s obligations under Section 4(c) below, with respect to each Technical Support Incident not covered in the table below, Contractor shall respond to the JBE within four (4) hours after the JBE reports a Technical Support Incident (such hours all occurring during Standard M&S Hours) to Contractor or within the applicable Response Periods, whichever is shorter.