Common use of Service Level Objective Clause in Contracts

Service Level Objective. A. Contractor shall strive to resolve all cases in a fast and efficient manner. 1) Non-critical issues will be acknowledged within 1 business hour, Monday-Friday only, excluding holidays. Resolution will begin within 24 hours followed by on-going daily status updates until resolution is confirmed with the point of contact. 2) Critical Support issues (Priority 1) will be acknowledged within 1 business hour. Resolution will begin within 4 business hours followed by ongoing daily status updates until the resolution is confirmed with the Point of Contact. After-hours requests for critical support will be handled in the same manner. However, response will start within 4 hours of the call.

Service Level Objective. A. Contractor shall strive to resolve all cases in a fast and efficient manner. 1) Non-critical issues will Issues (Priority 2 and 3): Shall be acknowledged within 1 one (1) business hour, Monday-Friday only, excluding holidays. Resolution will begin within 24 hours followed by on-going daily status updates until resolution is confirmed with the point of contact. 2) Critical Support issues Issues (Priority 1) will ): Shall be acknowledged within 1 one (1) business hour. Resolution will begin within 4 four (4) business hours followed by ongoing daily status updates until the resolution is confirmed with the Point of Contact. After-hours requests for critical support will shall be handled in the same manner. However, response will shall start within 4 four (4) hours of the call.