Response and Resolution Service Levels Clause Samples

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Response and Resolution Service Levels. The Supplier shall Respond to Fault notifications or as soon as it becomes aware of a Fault within the Fault Response Time Service Levels and Resolve all Faults within the Resolution Time Service Levels applicable to the Priority Level of the Fault set out in the table below. The Resolution Time Service Level period shall commence when the Fault is reported to the Supplier or as soon as the Supplier becomes aware of a Fault and end when the Supplier have Resolved the Fault. An issue is considered Resolved if it no longer meets the Fault definitions.
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Response and Resolution Service Levels. The Provider shall Respond to Fault notifications or as soon as it becomes aware of a Fault within the Fault Response Time Service Levels and Resolve all Faults within the Resolution Time Service Levels applicable to the Priority Level of the Fault set out in the table below. The Resolution Time Service Level period shall commence when the Fault is reported to the Provider or as soon as the Provider becomes aware of a Fault and end when the Provider have Resolved the Fault. An issue is considered Resolved if it no longer meets the Fault definitions. Priority 1 Fault minutes hours days minutes hours days Priority 2 Fault minutes hours days minutes hours days Priority 3 Fault minutes hours days minutes hours days
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Response and Resolution Service Levels. Supplier shall: (i) Respond to Fault notifications within the Response Time Service Level; (ii) Resolve all Faults within the Resolution Time Service Level; and (iii) provide Game Distributor with updates by telephone and/or email as to the nature and status of its efforts to Resolve each Fault and the estimated time of Resolution for each Fault, in each case as applicable to the Priority Level of the Fault set out in the following table: * Response Time Service Level period commences when the Fault is Reported to Supplier and ends when Supplier has Responded to the Fault. **Resolution Time Target Service Level period commences when the Fault is Reported to Supplier and ends when Supplier has Resolved the Fault.
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Response and Resolution Service Levels. Type Measurement Penalty Severity 1 Resolution All Severity 1 problems are resolved in less than 2 hours. NA One or more Severity 1 problems are resolved in over 4 hours. 5% of monthly fees Severity 2 Resolution Less than 95% of Severity 2 problems are resolved in 8 hours. 5% of monthly fees Severity 3 Resolution Less than 95% of Severity 3 problems are resolved in 4 calendar days. 2% of monthly fees Severity 4 Resolution Less than 95% of Severity 4 problems are resolved in 20 calendar days. 2% of monthly fees Response/Estimate Less than 95% of Initial Response, Estimation Response, and Subsequent Response times are met. 2% of monthly fees End user satisfaction More than 95% of completed scores on problem resolution satisfaction survey have a rating of satisfied or very satisfied. NA Less than 80% of completed scores on problem resolution satisfaction survey have a rating of satisfied or very satisfied. 5% of monthly fees Maximum Problem Backlog There are always less than <maximum> unresolved problems. NA Maximum Problem Aging No problem is older than 60 days. NA  End user satisfaction is the rating provided by end users after the problem they logged is resolved.  Problem backlog is the maximum number of unresolved problems.  Problem aging tracks unresolved problems that are older than 60 days.
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Related to Response and Resolution Service Levels

  • Service Level Agreement 6.1 NCR Voyix will use commercially reasonable efforts to make the Service available to you at or above the Availability Rate set forth at ▇▇▇▇▇://▇▇▇.▇▇▇.▇▇▇/support/aloha-sla. If NCR Voyix does not meet the Availability Rate, you are entitled to request a service-level credit subject to the terms of this Agreement. This credit is calculated as a percentage of the monthly recurring bill (or monthly pro rata share of billing, if billing does not occur monthly) for the Service for the month in which the Availability Rate was not met. The Availability Rate is determined by: (a) dividing the total number of valid outage minutes in a calendar month by the total number of minutes in that month; (b) subtracting that quotient from 1.00; (c) multiplying that difference by 100; and (d) rounding that result to two decimal places in accordance with standard rounding conventions. The number of outage minutes per day for a given service is determined by the lesser of the number of outage minutes. 6.2 Unavailability due to other conditions or caused by factors outside of NCR Voyix’s reasonable control will not be included in the calculation of the Availability Rate. Further, the following are expressly excluded from the calculation of the Availability Rate: (a) service unavailability affecting services or application program interfaces that are not used by you; (b) cases where fail-over to another data center is available but not utilized; (c) transient time-outs, required re-tries, or slower-than-normal response caused by factors outside of NCR Voyix’s reasonable control; (d) Scheduled Downtime, including maintenance and upgrades; (e) force majeure; (f) transmission or communications outages outside the NCR Voyix- controlled environment; (g) store-level down-time caused by factors outside of NCR Voyix’s reasonable control; (h) outages attributable to services, hardware, or software not provided by NCR Voyix, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services; (i) use of the Service in a manner inconsistent with the documentation for the application program interface or the NCR Voyix Product; (j) your Point of Sale (“POS”) failure or the failure to properly maintain the POS environment, including updating the POS firmware or version of the software running on the POS as recommended by either NCR Voyix, a third-party POS reseller or servicer; and (k) issues related to third party domain name system (“DNS”) errors or failures. 6.3 To obtain a service-level credit, you must submit a claim by contacting NCR Voyix through the website at ▇▇▇▇▇://▇▇▇.▇▇▇.▇▇▇/support/aloha-sla Your failure to provide the claim and other information will disqualify you from receiving a credit. NCR Voyix must receive claims within 60 days from the last day of the impacted month. After that date, claims are considered waived and will be refused. You must be in compliance with the Agreement in order to be eligible for a service-level credit. You may not unilaterally offset for any performance or availability issues any amount owed to NCR Voyix. If multiple Services experience an outage in a given month, the total credit for that month will be the highest credit allowed for any single Service which failed; there is no stacking of credits. 6.4 The remedies set forth in the Section are your sole and exclusive remedies for performance or availability issues affecting the Services, including any failure by NCR Voyix to achieve the Availability Rate.

  • Statement of Work The Statement of Work to which Grantee is bound is incorporated into and made a part of this Grant Agreement for all purposes and included as Attachment A.

  • Service Level Agreements If a Service or a Plan includes a Service Level Agreement (‘SLA’): (a) we are liable for any remedy or rebate allowed to you under the SLA; and (b) subject to clauses 34 to 38, and to the express terms of the SLA, our liability for breach of the SLA is limited to such remedy or rebate.

  • Service Levels All service level requirements will be set forth in Exhibit A (“▇▇▇▇.▇▇▇ Referral Service Level Requirements”). Recipient ▇▇▇▇▇▇ agrees to adhere, and encourage Recipient Agent’s adherence, with the version of the ▇▇▇▇.▇▇▇ Referral Service Level Requirements in effect at the time ▇▇▇▇.▇▇▇ identifies the Referral to Recipient Broker/Agent.

  • TCP DNS resolution RTT Refers to the RTT of the sequence of packets from the start of the TCP connection to its end, including the reception of the DNS response for only one DNS query. If the RTT is 5 times greater than the time specified in the relevant SLR, the RTT will be considered undefined.