Incident Priority Levels Sample Clauses

Incident Priority Levels. A technical support representative will be available to talk to CLIENT during support hours. Response is prioritized according to the level of urgency assigned to a ticket as deemed by AZCOMP (Four levels of urgency include Emergency, Urgent, Normal, and Planned). All support tickets, regardless of the method used to initiate the ticket (phone, email, or through the support portal), receive equal treatment in the queue and will be responded to in order of level of urgency first, followed by the time the ticket was created second. Response times are not guaranteed as they are subject to variations due to downtime for systems and server maintenance, company meetings and events, observed U.S. holidays, and events beyond our control. The foregoing shall not be deemed a representation or warranty on AZCOMP's behalf regarding the time within which a resolution, if any, may be available for any particular incident. Emergency Mission critical Affects many users (Site Down, User Disable). 60 minutes Urgent Limited scope, no workaround. 4 business hours Normal User, workaround available. (Permission Changes, Billing Changes) 8 business hours Planned Moves/adds/changes (User Archiving) 10 or fewer business days A. Data and Other Media: CLIENT is responsible for the condition of all data and other media it supplies. AZCOMP shall not be considered in breach of this Agreement if CLIENT's data or media cannot be processed due to its condition. CLIENT agrees to pay for the resources used in the partial processing of any CLIENT’s work if the failure to complete the processing is due to the condition of CLIENT’s media.
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Incident Priority Levels. A technical support representative will be available to communicate (phone, email, ticket updates, etc.) to CLIENT during support hours. Responses are prioritized according to the level of urgency assigned to a ticket as deemed by AZCOMP (Four levels of urgency include Emergency, Urgent, Normal, and Planned). All support tickets, regardless of the method used to initiate the ticket (phone, email, or through the support portal), receive equal treatment in the queue and will be responded to in order of level of urgency first, followed by the time the ticket was created second. Response times are not guaranteed as they are subject to variations due to downtime for systems and server maintenance, company meetings and events, observed U.S. holidays, and events beyond our control. The foregoing shall not be deemed a representation of warranty on AZCOMP's behalf regarding the time within which a resolution, if any, may be available for any particular incident. Emergency Mission critical Affects many users (Site Down, User Disable). 2 business hours Urgent Limited scope (at least one user), no workaround. 4 business hours Normal User, workaround available. (Permission Changes, Billing Changes) 8 business hours
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Incident Priority Levels. Priority level Definition Response and Response Time
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Incident Priority Levels. The following table provides the priorities to be applied for all Customer Reported Incidents (“CRI”). Impact Level Incident Priority Level Description TOP A CRI is classified as a “TOP” Impact Level if the Essential Capabilities of the GeoDecisions GeoPlan System are inoperative for more than one (1) hour after the Customer notifies the GeoDecisions representative. HIGH A CRI is classified as a “HIGH” Impact Level if the Non-essential Capabilities of the GeoDecisions GeoPlan System are inoperative for more than twenty-four (24) hours after the Customer notifies the GeoDecisions representative. LOW A CRI is classified as a “LOW” Impact Level if the Customer is reporting cosmetic or non-operational needs.
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Incident Priority Levels. Support Level Definition Priority 1 (IPL1) Critical Incident Complete platform-wide outage or disruption affecting all customers of one or more services, or a security or compliance issue requiring immediate resolution or cessation of issuance. Priority 2 (IPL2) Major Incident Platform-wide performance issue, or an issue affecting a subset of functionality of a service (e.g. such that only a minority of customers of that platform are affected) Priority 3 (IPL3) Low-impact Incident Intermittent or sporadic system problem affecting one or more customers. Possible resolutions include a workaround or re-trying a failed process. Priority 4 (IPL4) N/A Service is working within operational parameters but a minor irritant or frustration exists using a specific feature. Bugs and related items will fall into this category. GlobalSign will close the Support Case and track this as an enhancement request. This level is a placeholder only, and no Incident report will be made available. Priority 11 (IPL1) Priority 2 (IPL2) Priority 3 (IPL3) Priority 4 (IPL4) Target Incident Restoration Time Within maximum outage duration defined by SLA 8 hours 1 Business Day Not Applicable Target Incident Resolution Time 1 business day 5 business days 31 calendar days Not Applicable 1 Due to use of third parties for delivery of the service, IPL1 support is not available for QSS. If Incident Resolution does not prove possible within the above timeframes, GlobalSign will communicate with affected customers via the methods described above and/or on ▇▇▇▇▇://▇▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇▇/en/status in line with the Support Communication Frequency shown above. GlobalSign will provide an Incident report within one (1) business week of Incident Restoration following an IPL1 Incident, unless significant input from a third party (e.g. supplier or hardware vendor) is required in order to complete root cause analysis with sufficient depth. In the event that this information is not available in a timely manner, or significant analysis is required, GlobalSign may publish an interim Incident report in the above timeframe, with addenda as appropriate.
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Related to Incident Priority Levels

  • PRIORITY RATING If so identified, this Contract is a "rated order" certified for national defense, emergency preparedness, and energy program use, and SELLER shall follow all the requirements of the Defense Priorities and Allocation System Regulation (15 C.F.R. Part 700).

  • SPECIALIZED SERVICE REQUIREMENTS In the event that the Participating Entity requires service or specialized performance requirements not addressed in this Contract (such as e- commerce specifications, specialized delivery requirements, or other specifications and requirements), the Participating Entity and the Supplier may enter into a separate, standalone agreement, apart from this Contract. Sourcewell, including its agents and employees, will not be made a party to a claim for breach of such agreement.

  • Search Results; Lien Terminations Certified copies of Uniform Commercial Code search reports dated a date reasonably near to the Closing Date, listing all effective financing statements which name any Loan Party (under their present names and any previous names) as debtors, together with (a) copies of such financing statements, (b) payoff letters evidencing repayment in full of all Debt to be Repaid, the termination of all agreements relating thereto and the release of all Liens granted in connection therewith, with Uniform Commercial Code or other appropriate termination statements and documents effective to evidence the foregoing (other than Liens permitted by Section 11.2) and (c) such other Uniform Commercial Code termination statements as the Administrative Agent may reasonably request.

  • Collateral Requirements All amounts deposited or invested with financial institutions in excess of any insurance limit shall be collateralized in accordance with the Public Funds Investment Act, 30 ILCS 235/. The Superintendent or designee shall keep the Board informed of collateral agreements.

  • Collateral Coverage Ratio ‌ (i) Within ten (10) Business Days after (x) the last day of March, June, September and December of each year (beginning with December 2020) or (y) any date on which an Appraisal is delivered pursuant to clause Error! Reference source not found. of Section 5.16 (each such date in clauses (x) and (y), a “CCR Reference Date” and the tenth Business Day after a CCR Reference Date, a “CCR Certificate Delivery Date”), the Parent shall deliver to the Administrative Agent a certificate of a Responsible Officer of the Parent containing a calculation of the Collateral Coverage Ratio (a “CCR Certificate”). (ii) If the Collateral Coverage Ratio with respect to any CCR Reference Date is less than 1.60 to 1.00, the Borrower shall, no later than ten (10) Business Days after the applicable CCR Certificate Delivery Date, (x) prepay any outstanding Loans such that following such prepayment, the Collateral Coverage Ratio with respect to such CCR Reference Date, recalculated by subtracting any such prepaid portion of the Loans, shall be no less than 1.60 to 1.00 and/or (y) designate Additional Collateral as additional Eligible Collateral and comply with Sections 5.13 and 5.15, collectively, in an amount such that following such designation, the Collateral Coverage Ratio with respect to such CCR Reference Date, recalculated by adding such Additional Collateral, shall be no less than 1.60 to 1.00. (iii) At the Parent’s request, the Lien on any Collateral will be released; provided, in each case, that the following conditions are satisfied or waived: (a) no Event of Default shall have occurred and be continuing, (b) either (x) after giving effect to such release, the Collateral Coverage Ratio is not less than 2.00 to 1.00 (or in the case of a swap or exchange of existing Additional Collateral with new Additional Collateral, less than 1.60 to 1.00) or (y) the Parent shall prepay or cause to be prepaid the Loans and/or shall designate Eligible Collateral as Additional Collateral and comply with Sections 5.13 and 5.15, collectively, in an amount necessary to cause the Collateral Coverage Ratio to not be less than 2.00 to 1.00 (or in the case of a swap or exchange of existing Additional Collateral with new Additional Collateral, less than‌