Required Response Times Clause Samples

Required Response Times. Upon notice by County of an Event, Contractor shall address and resolve the Event consistent with the following priority, response and resolution levels:‌
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Required Response Times. Subject to the subsection below (entitled "Response Time Conditions"), Contractor hereby agrees that, for the WMATA implementations, commencing on Conditional Approval of First Article Testing and ending with the Completion of Software Warranty, the Licensed Software shall meet the following Software Response Times
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Required Response Times. Upon notice by County of an Event, Contractor shall address and resolve the Event consistent with the following priority, response and resolution levels: Hours of Service. Normal business hours are from 8:30 a.m. to 6:00 p.m. (Eastern), Monday – Friday. After hours are from Friday at 6:00 p.m. to Monday at 8:30 a.m. (Eastern) and all day on Echo holidays which are: New Year’s Day, ▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇ Day, President’s Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving and the Friday following, Christmas Day. Records and Reports. Contractor will maintain records of its Support and Maintenance Services, which shall include at least the following:
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Required Response Times. Upon notice by County of an Event, Provider shall address and resolve the Event consistent with the following priority, response and resolution levels:
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Required Response Times. Upon notice by County of an Event, Provider shall address and resolve the Event consistent with the following priority, response and resolution levels: Provider Support Coverage Hours Direct customer: 24 hours per day – Priority 1 and 2 Cases 5:00 am - 11:00 pm US EST (“Normal Working Hours”) – Priority 3 & 4 Cases. End User: 5:00 am – 11:00 pm US EST phone support and working hours email support Following SLA descriptions are for direct customers and end users: Rating Service Response Service Level Resolution Description Priority 1 Error 60 minutes between hours 5am-11pm U.S. EST. Next Business day between 11pm-5am US EST (except in cases where direct customer contacts Provider 24/7/365 live customer support line). 4 hours during Normal Working Hours and 8 Hours during other times (for technical issues under Provider’s control). Means a catastrophic error that causes: (a) any significant component of the System to be unusable; (b) a System malfunction that has major impact on County; (c) frequent failure of an important service that utilizes the System; or (d) material data loss or corruption. A Priority 1 Error significantly impacts County business and is considered “service affecting.” Priority 2 Error 60 minutes between hours 5am-11pm/US EST. Next business day between 11pm-5am US EST (except in cases where direct customer contacts Provider 24/7/365 live customer support line). 24 hours (for technical issues under Provider’s control). Means an error that causes:(a) a major failure to an important feature in the System resulting in significant inconvenience to Subscriber; (b) a System malfunction that has a frequent impact on County; or (c) a major feature of the System to perform materially differently from the description of that feature in the Agreement and Documentation. A Priority 2 Error requires significant attention of County’s operations staff to keep the System functioning. Priority 3 Error 1 business day 5 business days Means an Error that: (a) has minimal current impact on County; and (b) causes a malfunction of a non- essential feature of the System. Priority 4 Issue 1 business day Variable Means an issue that: (a) has minimal or no impact on County; and (b) causes an inconvenience to operations staff; or (c) enhancement requests. Escalation Guidelines for Support Services Requests >60 minutes Technical Support Lead N/A N/A N/A >4 hours Director IT Technical Support Lead Technical Support Lead N/A >8 hours SVP Technology Director IT Director...
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Related to Required Response Times

  • Response Times Qubit bases its response times and the actions it takes to resolve problems on an assessment of the impact of the reported technical issue. The more serious the impact, the higher the assigned priority. For all support issues relating to Customer, Qubit will respond in accordance with Table 1: P1 1 hour 4 hours P2 1 hour 8 hours P3 4 hours 72 hours P4 1 business day Next or a later major release **The Priority Levels are defined in Section II(2) below.

  • Response Time PROVIDING PARTY shall respond to and resolve any problems in connection with the Corporate Services for RECEIVING PARTY within a commercially reasonable period of time, using response and proposed resolution times consistent with its response and resolution of such problems for itself.

  • Line Item Question Response 46 Do your warranties cover all products, parts, and labor? Warranties are those supplied by the equipment manufacturers. Generally cover parts and labor. * 47 Do your warranties impose usage restrictions or other limitations that adversely affect coverage? Warranty will not cover abuse or lack of maintenance. * 48 Do your warranties cover the expense of technicians' travel time and mileage to perform warranty repairs? Yes * 49 Are there any geographic regions of the United States or Canada (as applicable) for which you cannot provide a certified technician to perform warranty repairs? How will Sourcewell participating entities in these regions be provided service for warranty repair? We have coverage in the United States. * 50 Will you cover warranty service for items made by other manufacturers that are part of your proposal, or are these warranties issues typically passed on to the original equipment manufacturer? We warranty any work we preform. The equipment is covered by the original equipment manufacturer. * 51 What are your proposed exchange and return programs and policies? Special order items are not returnable and will not be exchanged. If a manufacture will take back an item they consider returnable, the return must have an RMA and be returned within 90 days in the original carton. All freight, restocking, damage plus a service fee will be deducted form the credit for equipment. * 52 Describe any service contract options for the items included in your proposal. We offer preventative maintenance contracts for refrigeration equipment in Texas. DFW, Houston, Beaumont and Austin. * 53 Describe your payment terms and accepted payment methods. Standard payment terms are Net 30 days. To be considered for an open account, all new customers will be required to complete a New Customer Application and provide tax exemption certification if applicable. All applicants are subject to Strategic's Credit Terms and Policies and must meet criteria specified therein. Finance charges of 1/5% per month (18% APR) or the maximum rate that an applicant may lawfully contract to pay, whichever is less, on any payment Seller considers past due until collected. Accepted payment methods include check, ACH, wire transfer, credit card * 54 Describe any leasing or financing options available for use by educational or governmental entities. TriMark Strategic has developed business relationships with several reputable third-party leasing companies and can provide Sourcewell customers with information regarding this option upon request. * 55 Describe any standard transaction documents that you propose to use in connection with an awarded contract (order forms, terms and conditions, service level agreements, etc.). Upload a sample of each (as applicable) in the document upload section of your response. Strategic will require a valid Purchase Order from Sourcewell customers. Upon acceptance, Strategic will agree to the terms and conditions set forth in the Purchase Order. All quotes submitted by Strategic to Sourcewell customers will be on a standard Quotation Form and will have this statement regarding the Terms of Sale: "This Quote shall be subject to Trimark's Terms of Sale http//▇▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇▇/▇▇▇▇▇▇▇▇▇/▇▇▇▇▇▇▇▇▇▇▇▇▇/▇▇▇▇/▇▇▇▇▇▇▇-▇▇▇▇▇- and-Conditions-of-Sale.pdf, which are incorporated herein by reference. The customer's Purchase Order terms and conditions shall govern. *

  • Optional Xactimate Response Attachment (Part 2)

  • Required Bonding Capacity Letter No response If proposing on Part 2, Vendor is required to upload a Bonding Capacity Letter from its surety, as described herein, at this location. Please see the attachment entitled "Instructions and Sample - Part 2 Required Bonding Capacity Letter" for complete instructions. . On Part 2, Vendor will be scored on the aggregate bonding capacity displayed in the accepted letter. Vendor must provide a current letter (issued on or after the first day of the month preceding the date on which the solicitation was posted) from its surety verifying Vendor’s bonding capacity as described herein. (Ex. if the solicitation/bid posted on February 4, 2022, the letter must be dated on or after January 1 2022. The letter must be issued from Vendor’s Surety companies, on surety company letterhead, must specify the maximum bonding capacity of the Vendor, and must be signed by an authorized representative of the surety company. The issuing surety must be authorized to do business in the State of Texas and must be listed on the Department of the Treasury's Listing of Approved Sureties (Department Circular 570).