Response and Resolution Targets Clause Samples

Response and Resolution Targets. AgileAssets’ response and resolution targets are set forth in the table which follows. However, resolution times will vary depending on the complexity of the issue, the customer environment, and other factors. Specifically with respect to those Severity 1 Defects which completely prevent the Software from operating or have a direct security impact on the Software, AgileAssets agrees to use continuous and diligent efforts to provide a Defect Correction until the customer is back in production. Otherwise, all Target Time Frames which fall outside of AgileAssets’ normal business hours will be carried over to the next business day. Target Time Frames1 1 1 business day 24 hours4 8 hours 2 2 business days 120 hours5 40 hours 3 5 business days N/A6 None

Response and Resolution Targets. Sensus Technical Support will make every reasonable effort to meet the following response and resolution targets: Severity Standard Target Response Standard Target Resolution Resolution (one or more of the following) 1 30 Minutes Immediately assign trained and qualified Services Staff to correct the error on an expedited basis. Provide ongoing communication on the status of a correction. • Satisfactory workaround is provided. • Program patch is provided. • Fix incorporated into future release. • Fix or workaround incorporated into the Support Knowledge Base. 2 4 hours Assign trained and qualified Services Staff to correct the error. Provide communication as updates occur. • Satisfactory workaround is provided. • Program patch is provided. • Fix incorporated into future release. • Fix or workaround incorporated into the Support Knowledge Base. 3 1 Business Day 90 business days • Answer to question is provided. • Satisfactory workaround is provided. • Fix or workaround incorporated into the Support Knowledge Base. • Fix incorporated into future release. 4 2 Business Days 12 months • Answer to question is provided. • Fix or workaround incorporated into the Support Knowledge Base.

Response and Resolution Targets. Service Level Targets are broken into two sections: Response and Resolution. The Customer shall receive an acknowledgement (by email, SMS or voice) within 15 minutes of logging an incident by telephone. The response shall indicate the priority (as defined in the table below) and the estimated time for a resolution based on the resolution targets. Level of Priority System Status Critical (Priority 1) denotes system is down; business is critically affected; all or majority of users affected. High (Priority 2) denotes system is impaired; business is adversely affected but is operational; large proportion of users affected Medium (Priority 3) denotes the system is operating but that a small proportion of users (e.g. 4-5 users) are unable to access non-critical systems Low (Priority 4) denotes system is operating but with a minor functionality loss Resolution time is the time taken from the first report to the Service Centre until the incident has been closed. If service restoration has been achieved, the Service Centre shall confirm this with the Customer. If after 3 failed attempts to confirm this, the incident shall be closed. Should the Customer later inform Service Centre that the solution has not been effective (within 7 days) then the relevant incident case number shall be re-opened. Some types of call raised with the Service Centre will be categorised as first time fix, meaning the aim is to resolve the call on first contact. If this cannot be achieved the service resolution targets are defined in the table below: Incidents met within agreed timescale Critical priority incidents resolved within 1 working day 85% High priority incidents resolved within 2 working days 80% Medium priority incidents resolved within 5 working days 80% Low priority incidents resolved within 7 working days 80% A set of default service targets have been defined for the ICT4Leeds Service. Targets are measured during the working day. There are no target offerings outside of these hours. The ICT4Leeds Service will be available except for: i. planned downtime for maintenance ii. power failures or other external factors that are beyond the control of Leeds City Council’s ICT Services iii. force majeure events including but not limited to Acts of God, labour strikes, sabotage, natural disaster and national emergency. The ICT Service Centre works towards the following Key Performance Indicators: First time fix rate (incidents) – percentage of calls resolved by an operator during the i...

Response and Resolution Targets. Service Definition Response Scheduled Routine maintenance and software updates. These should be requested by email or by phone. Response within 2 business days. Resolution within 5 business days. Expedited Problems for which solutions exist. These can be requested by email or phone. Response within 8 business hours. Resolution within 2 business days if resolvable by LICENSOR. Emergency Outages involving critical software or hardware. These can be requested by email or phone. Response within 2 business hours. Resolution within 4 business hours if resolvable by LICENSOR.

Response and Resolution Targets. Severity Level

Response and Resolution Targets. (a) We will use reasonable efforts to respond and resolve Incidents and Service Requests during Business Hours as follows: (i) Incidents and Service Requests that are categorised as Severe: i. Response within 1 hour; ii. Resolution within 6 hours; iii. Monthly target 99%. (ii) Incidents and Service Requests that are categorised as Major: i. Response within 2 hour; ii. Resolution within 8 hours; iii. Monthly target 99%. (iii) Incidents and Service Requests that are categorised as Minor: i. Response within 2 hour; ii. Resolution within 2 Business Days; iii. Monthly target 97%. (iv) Incidents and Service Requests that are categorised as Low: i. Response within 2 Business Days; ii. Resolution within 5 Business Days; iii. Monthly target 95%.