Service Level Agreements Slas. The SLRs for each of the following SLAs represent minimum service levels required across all Service Towers. ACS must consistently meet or exceed such SLRs. Confidential Information Page 29 August 1, 2009 Schedule 2A—Cross-Functional Services SOW Definition Time to resolve following responses to different Incident priority classifications. Each Service Tower Schedule categorizes Incidents according to the Incident Resolution priorities listed below. Service Tower Incident categorizations are referenced in the Service Environment section of each Service Tower Schedule. Priority Level 1 Time to resolve [***] [***] Priority Level 2 Time to resolve [***] [***] Priority Level 3 Time to resolve [***] [***] Priority Level 4 Time to resolve [***] [***] Root Cause Analysis for Priority ▇▇▇▇▇ ▇ and Priority Level 2 Incidents Time to report [***] [***] Formula As provided in the Spec Sheet Measurement Interval As provided in the Spec Sheet Measurement Tool As provided in the Spec Sheet
Appears in 2 contracts
Sources: Master Services Agreement (Symetra Financial CORP), Master Services Agreement (Symetra Financial CORP)