Response Time Goals Sample Clauses

Response Time Goals. Severity 1 (“S1”) Severity 2 (“S2”) Severity 3 (S3) Severity 4 (S4) Basic Support 2 hours 4 hours 2 Business Days Not Applicable Premium Support 1 hour 2 hours 8 hours 2 Business Days

Response Time Goals. Iternal agrees to use commercially reasonable efforts to (i) acknowledge Defects reported to Iternal by Customer on Iternal’s problem reporting form and (ii) provide Workarounds. Acknowledgements will be sent to Customer via email. The following response time goals will be in effect:

Response Time Goals. ▇▇▇▇▇▇▇ agrees to use reasonable efforts to acknowledge software Defects promptly reported to Alchemy by Customer and to use reasonable efforts to provide Workarounds and Updates. Acknowledgements will be sent to Customer via the online support system, e-mail or phone. The following response time goals will be in effect:

Response Time Goals. Upland agrees to use commercially reasonable efforts to (i) acknowledge Defects reported to Upland by Customer on Upland’s problem reporting form (which, in the event of a Severity 1, such acknowledgement will occur within one business day of receipt of the notice of the Defect and categorization of the Defect as a Severity 1) and (ii) provide Workarounds. Acknowledgements will be sent to Customer via email. The following response time goals will be in effect:

Response Time Goals. Network availability will be maintained at approximately 98% availability of scheduled uptime. Problems with the LRC mobile machines will be handled in the following manner: ! LRC will bring the mobile cart to the Help Desk to have a track opened. ! The Help Desk will open a track under LRCFLOAT ! The track will include which LRC tech brought the equipment, reported problem and assigned a High Priority (one to three working days). A copy of the track will automatically be emailed to LRC Associate Director. ! Track will be assigned to Tech Support ! A copy of the track will be attached to the workstation. ! The LRC employee will take the PC to KT 216A where an IT Services technicians will work on it. Problems with LRC Fixed classroom workstations will be handled in the following manner: ! Track will be opened under Lab id corresponding to the workstation location - i.e. SB G30, CM 212 ! Track will describe problem and any steps taken to resolve the problem. ! ITS Help Desk will ask LRC priority to be assigned. ! Track will be assigned to Tech Support. ! A copy of the track will automatically be mailed to LRC's Associate Director. When work is completed, IT Services technician will update the work order with the final resolution and assign to the Helpdesk. If LRC mobile workstation, equipment will be taken to KT 216A An email will automatically be generated to LRC Associate Director. If LRCFloat workstation LRC can pick up from KT 216A. Systemwide problems resulting in the mobile machines or the classroom fixed stations being non-functional should be reported immediately to IT Services Help Desk by first-tier support. The Help Desk technicians will quickly determine which IT Services resources must be informed for quick response, and open a work order for ITS technical support. If classroom is not back in a production level within the time requested Learning Resource Center personnel should promptly inform the IT Services Manager of Technical Support, or the Operations Manager or the Director of IT Services.

Response Time Goals. ElementLMS agrees to use reasonable efforts to acknowledge software Defects promptly reported to ElementLMS by Licensee and to use all reasonable efforts to provide Workarounds and Updates. Acknowledgements will be sent to Licensee via the online support system, e-mail or phone. The following response time goals will be in effect:

Response Time Goals. 4.2.1. Response time is defined as the time between receipt of the call and the time that an IT Services' employee begins working on the problem. Due to the wide diversity of problems that can occur, when they occur i.e., outside business hours, and the methods needed to resolve them, response time IS NOT defined as the time between the receipt of a call and problem resolution. SYSTEMWIDE: Network access or server 15 minutes SYSTEMWIDE: Software application (e.g.- GroupWise, WordPerfect, or networked printing) 1 hour INDIVIDUAL: Special projects Any special projects requiring ITS support would be scheduled according to arrival of needed equipment, availability in the ITS master schedule, and the schedule priority of the customer. INDIVIDUAL: Equipment moves that are not part of a new computer install/replacement. 1-2 Weeks INDIVIDUAL: Miscellaneous projects. As time allows

Response Time Goals. Should the Multicultural Services lab experience a critical failure, the Walb student-access lab is available. IT Services regards the student-access labs as a production environment. Top priority will be given to restoring service within two hours when a significant part of the lab is unable to support normal student activity as intended. Network availability will be maintained at approximately 98% availability of scheduled uptime. Problems with any lab workstations will be assigned a High priority, which is one to three working days. Systemwide problems resulting in the Multicultural Services lab being nonfunctional should be reported immediately to IT Services Help desk by MCS staff. The Help Desk technicians will quickly determine which IT Services resources must be informed for quick response, and open a work order for ITS technical support. If the MCS lab is not back in a production level within one day, MCS staff should promptly inform the IT Services Manager of Technical Support, or the Operations Manager or the Director of IT Services.

Response Time Goals. Severity 1 Severity 2 Severity 3 Severity 4 Response Time 1 hour 2 hours 8 hours 2 Business Days