Request for Service. In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames. The priority level will be determined by the Service Provider. 0-5 hours (during business hours) for issues classified as High priority. Within 12 hours for issues classified as Medium priority. Within 5 business days for issues classified as Low priority. Remote assistance will be provided in line with the above timescales dependent on the priority of the support request.
Appears in 4 contracts
Sources: Service Level Agreement, Service Level Agreement, Service Level Agreement
Request for Service. In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames. The priority level will be determined by the Service Provider. • 0-5 hours (during business hours) for issues classified as High priority. • Within 12 hours for issues classified as Medium priority. • Within 5 business days for issues classified as Low priority. Remote assistance will be provided in line with the above timescales dependent on the priority of the support request.
Appears in 2 contracts