Response and Resolution Time Clause Samples

Response and Resolution Time. (01/19) Contractor shall respond to a Maintenance Request from City within the times specified in this Contract. Such Response Times shall be measured from the time the City requests Maintenance. Contractor shall provide Maintenance as outlined in the technical specifications.

Response and Resolution Time. Licensor’s response and resolution time are set forth in the following table: Critical Errors or problems which materially and adversely affect the use of any Software including errors or problems which halt processing of the Software, cause corruption of Customer’s data by the Software, or cause a key function of the Software not to operate as defined in the specifications or production problems that do not inhibit operations but significantly impede the regular flow of operations and have significant monetary impact One hour during Business Hours; by 9 a.m. Central time next day outside Business Hours Resource immedi- ately assigned until critical problem resolved. Phone: E-mail: Support@.com Serious Production problems that do not inhibit operations but significantly impede the regular flow of operations Two hours during Business Hours; by 9 a.m. Central time next day outside Business Hours Resource assigned by next business day until serious problem resolved. Phone: E-mail: Support@.com Moderate Production problems where specific functions do not conform to specifications; specific transaction scenarios give unexpected results; or the configuration does not conform to the defined environment, but does not substantially affect or undermine Program use. Seventy-two hours Not to exceed six months from report Phone, fax or E- mail Minor Cosmetic production problems and general test systems problems that do not affect availability of the production system, on-line transaction processing, or that have no significant measurable monetary impact One week Next Release from report, not to exceed twelve months from report Phone, fax or E- mail Licensor will support only personnel specifically designated by Customer and will not receive calls directly from customers of Customer. Licensor and Customer share equal responsibility in classifying the level of problems in good faith pursuant to the above.

Response and Resolution Time. The penalty for not meeting Level 1 or Level 2 Target Initial Response Time Objectives more than once in any given month will be 2% of the Monthly Cloud Service Fees. The penalty for not meeting Level 1 or Level 2 Target Resolution Time Objectives more than once in any given month will be 2% of the Monthly Cloud Service Fees.

Response and Resolution Time. The penalty for not meeting Level 1 or Level 2 Target Initial Response Time Objectives (as defined in Section 5) more than once in any given month will be 2% of the Monthly SaaS Product Fees. The penalty for not meeting Level 1 or Level 2 Target Resolution Time Objectives more than once in any given month will be 2% of the Monthly SaaS Product Fees.

Response and Resolution Time. The minimum Response and Resolution time for the Regional Offices, Operating Offices, Business Offices and Head Office will be as detailed below. Vendor shall abide by the resolution time for all incidents failing which penalty will be applicable as per the clause 15.9 Head Office UPS 1 Hour 4 Hours 1 Business Day Regional Offices UPS 2 Hours Next Business Day 4 Business Days Divisional Office/ Branch Offices UPS 6 Hours Next Business Day 2 Business Days Business Offices UPS and Batteries 8 Hours Next Business Day 4 Business Days