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.
Sample 1Sample 2Sample 3
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%
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Examples of Technical Support Incident in a sentence

  • 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.

Related to Technical Support Incident

  • Technical Support means the technical assistance for attempting resolution of a reported Case through error correction, patches, hot fixes, workarounds, replacement deliveries, or any other type of Product corrections or modifications.

  • Child support services means any civil, criminal or administrative action taken by the Division of

  • Level 1 Support means qualifying and logging all Technical Support Incidents, answering technical inquiries via telephone support and email regarding the Work and performing limited diagnostic services.

  • pseudonymisation means the processing of personal data in such a manner that the personal data can no longer be attributed to a specific data subject without the use of additional information, provided that such additional information is kept separately and is subject to technical and organisational measures to ensure that the personal data are not attributed to an identified or identifiable natural person;

  • Level 2 Support means, with the use of technical support specialists: (i) performing Defect isolation, Defect replication and interoperability testing; (ii) performing remote diagnostic services and on-site troubleshooting, if required; (iii) identifying the source of Defects; (iv) developing a reproducible test case for any Defect and documenting the details of such Defect for escalation to Level 3 Support; and (v) developing and implementing Workarounds where reasonably possible.

  • Local support means funds from tax sources, gifts, endowments, penal fines, or other funds received from local sources, excluding state and federal aid as stated in this act.

  • Child support means that part of an Enhanced Child Restraint System by which the child can be raised within the Enhanced Child Restraint System.

  • Supported Web Browser means the current release from time to time of Microsoft Internet Explorer, Mozilla Firefox, Google Chrome or Apple Safari, or any other web browser that the Provider agrees in writing shall be supported;

  • Support Service means an activity, such as information technology, accounting, human resources, legal, and other support functions that are required to support the ongoing delivery of core services.

  • Customer Support means the services by which 21Vianet may provide assistance to Customer to resolve issues with the Services.