CUSTOMER-DEFINED PRIORITY AND RESPONSE TIME Sample Clauses

CUSTOMER-DEFINED PRIORITY AND RESPONSE TIME. When Contact calls for support assistance, Contact will assign a priority rating to the call: URGENT, SERIOUS, or NOT CRITICAL: • URGENT (system unusable) - Live transfer of service request. Personnel arrive at the installation site within an average of two (2) hours of service request for on-site hardware support assistance. • SERIOUS (system seriously impaired) - Live transfer of service request. Personnel arrive at the installation site within an average of four (4) hours for on-site hardware support assistance. • NOT CRITICAL - Live transfer of service request. Personnel arrive at the installation site after an average of one (1) business day or at a later mutually convenient time for on-site hardware support assistance.
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CUSTOMER-DEFINED PRIORITY AND RESPONSE TIME. When Contact calls for support assistance. Contact will assign a priority rating to the call: URGENT, SERIOUS, or NOT CRITICAL: • URGENT (system unusable) - Live transfer of service request during Telephone Assistance Hours. • SERIOUS (system seriously impaired) - Callback within an average of two (2) Telephone Assistance Hours of service request. • NOT CRITICAL - Callback within an average of four (4) Telephone Assistance Hours of service request.
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CUSTOMER-DEFINED PRIORITY AND RESPONSE TIME. When Contact calls for support assistance, Contact will assign a priority rating to the call: URGENT, SERIOUS, or NOT CRITICAL: • URGENT’ (system unusable) - Live transfer of service request during Telephone Assistance Hours. Personnel arrive at the installation site within an average of four (4) On-site Hours of service request for on-site hardware support assistance. • SERIOUS (system seriously impaired) - Callback within an average of two (2) Telephone Assistance Hours of service request. Personnel arrive at the insinuation site within an average of one (1) business day for on-site hardware support assistance. • NOT CRITICAL - Callback within an average of four (4) Telephone Assistance Hours of service request. Personnel arrive at the installation site after an average of one (1) business day or at a later mutually convenient time for on-site hardware support assistance.
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CUSTOMER-DEFINED PRIORITY AND RESPONSE TIME. When Contact calls for support assistance. Contact will assign a priority rating to the call: URGENT, SERIOUS, or NOT CRITICAL: • URGENT (system unusable) - Live transfer of service request. Personnel arrive at the installation site within an average of four (4) On-site Hours of service request for on-site hardware support assistance. • SERIOUS (system seriously impaired) - Callback within an average of two (2) hours of service request. Personnel arrive at the installation site within an average of one (1) business day for on-site hardware support assistance. • NOT CRITICAL - Callback within an average of four (4) hours of service request. Personnel arrive at the installation site after an average of one (1) business day or at a later mutually convenient time for on-site hardware support assistance.
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