Incidence Resolution Times. The Contractor shall resolve the reported incident as indicated in the table below: Severity Level One (1) 4 hours Severity Level Two (2) 12 hours Severity Level Three (3) 24 hours Severity Level Four (4) 96 hours 5.1 The Company shall impose Service Credits if the Contractor fails to meet the agreed Service Availability requirements. 5.2 Service Credits shall be deducted from Operation & Maintenance Charges before payment is made to the Contractor. 5.3 Service Credits shall be imposed in the manner shown in the following table. 5.4 Service Credits shall be deducted as tabulated above and all other relevant taxation will apply.
Appears in 7 contracts
Sources: Service Level Agreement, Service Level Agreement, Service Level Agreement