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.
Appears in 2 contracts
Sources: Sun Servicemanager Agreement (Consonus Technologies, Inc.), Sun Servicemanager Agreement (Consonus Technologies, Inc.)