Response Times Sample Clauses
POPULAR SAMPLE Copied 26 times
Response Times. ▇▇▇▇▇▇ Solutions shall be responsive and timely to technical support calls/inquires made by the Client. The Client will first make support inquires through their qualified system administrators to assure the policies and business practices of the Client are enforced prior to contacting ▇▇▇▇▇▇ Solutions. The timeliness of the response is dependent upon the severity of the issue/support problem, as defined below: The severity* of the issue/support problem shall determine the average problem resolution response time in any calendar month of the contract as follows:
Response Times. 22.1. The Contractor will have a proven fault reporting and rectification service with defined contact numbers and procedures.
22.2. Standard response is required when a product has failed, irrespective of whether some functionality may still be available or alternative products available. Response Time is defined as: “The time it takes for an engineer to attend the Framework Public Body’s site (or resolve remotely) after the fault has been reported to the Contractor”.
22.3. The Contractor must demonstrate that they can provide a genuine standard Response Time of next Working Day but no longer than 24 hours after the fault has been reported to the Contractor unless otherwise agreed with the Framework Public Bodies for all catalogue devices with the exception of Very High Volume. A standard Response Time of 2 Working Hours is applicable for Very High Volume products. Response times will cover the defined Working Hour and Working Day and cover both the products and software elements across the geography of Scotland.
22.4. There will be a requirement for the Contractor to provide a Critical Response Time of 2 Working Hours from the time a fault was reported to the Contractor. Critical response time is typically required when a product has completely failed and there is no reasonable alternative product/option available. The Framework Public Body will identify the response required as “critical” when reporting the fault. The definition of a critical response and associated critical criteria should be agreed at the start of the agreement between the Contractor and the Framework Public Body.
22.5. The Contractor will be required to provide a maximum fix time of 4 Working Hours from the point where work commenced to resolve the fault.
22.6. The Contractor will be required to provide a First Time Fix report to determine and minimise the number of return visits per product. First Time Fix is defined as: “The volume of faults per product fixed first time that did not require a follow up visit to repair a similar fault within a 4-week timeframe.”
Response Times. Once Company has contacted Provider about an Incident, Provider will provide an acknowledgement of receipt within the applicable time frame specified below, in accordance with Company’s appropriate Support Services Level. Provider will be responsible for fixing reproducible bugs, testing fixes, and delivering appropriate patches to Company within commercially reasonable means. Bug fixes will be delivered to Company development team, unless Company notifies Provider otherwise. As used in this Article, a response means a qualified Provider engineer has been assigned to the Incident and has begun to work to resolve the Incident. The prescribed response times above may be extended by mutual agreement of both parties in writing on a per Incident basis.
Response Times. Based on the Customer’s classification of the incident, the Company shall use commercially reasonable efforts to respond to the Customer in the response time shown below, and provide an initial synopsis of the incident within the following timescales: Call Priority Platinum Support Plan Gold Support Plan Critical 4 business hours 8 business hours 8 business hours 16 business hours High 8 business hours 16 business hours 16 business hours 32 business hours Moderate 12 business hours 24 business hours 24 business hours 48 business hours
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 Times. In support of services outlined in this SLA, KnowBe4 will respond to service-related incidents and/or requests submitted by Customer within the following time frames:
Response Times. (a) LogRhythm will respond to new support cases whether received via a telephone call or email within (i) four (4) Support Hours after receipt if received during a Business Day or
(b) If Customer has purchased Enhanced Support Services LogRhythm will respond to new support cases received via a telephone call within four (4) hours after receipt.
Response Times. We use commercially reasonable efforts to meet the response times associated with the relevant Support Level. Access to Our websites for the provision of Support may be suspended for brief periods due to maintenance and other factors.
Response Times. Contractor shall respond to request for quotes from a Purchaser within twenty-four (24) hours. If Purchaser has administrative concerns during the performance of this Contract, Contractor must respond to the agency within twenty-four (24) hours from notice of the concern, or within two (2) hours, if it is an emergency.
Response Times. The response time generally begins on receipt of the customer’s report on the specified communication channel of Host Europe GmbH. The customer will be informed of the communication channels for the relevant product upon conclusion of a contract. Should these change, Host Europe GmbH will inform the customer of this in good time. Should the report not arrive at Host Europe GmbH in the correct channel, this may cause delays. The response times are only guaranteed if the report arrives at Host Europe GmbH via the specified communication channel. The response times are categorised as follows: • Response time for general enquiries • Response time for faults = Service can still be reached, but availability is limited • Response time for urgent faults = Service can no longer be reached The reports from customers are sorted into the above categories by the employees of Host Europe GmbH based on the customer’s description of the fault. Within the established response time, the customer receives a qualified statement by an employee of Host Europe GmbH. In the best case, a qualified statement already includes the closing of the transaction, but at least an initial assessment of the report and the information on the next steps. In the event of a fault or an urgent fault, the qualified statement also includes information on the expected duration and scale of the current fault. The guaranteed response times with regard to the product booked can be found in Annex A to this Service Level Agreement.