Common use of Service Window Clause in Contracts

Service Window. EXCEPTIONS Remote traveling end-users (also defined as Class 3 Customer Site in Exhibit B) will be given 1st tier support by phone and will receive service per call on a 24/7 basis. PORTIONS OF THIS AGREEMENT HAVE BEEN OMITTED PURSUANT TO A REQUEST FOR CONFIDENTIAL TREATMENT FROM THE SEC Service Levels and Service Level Credits 4 RESOLUTION CONTINUITY The resolution process for MUO or Critical Priority Incidents will not stop even if it extends the General Service Window or MCC Service Window. The resolution process will continue within and outside of the applicable Service Window until full resolution or workaround has been implemented. The resolution process of Regular and Low Priorities will be performed during the General Service Window. If an Incident is not resolved during the General Service Window, the resolution process will stop and continue during the next General Service Window. PORTIONS OF THIS AGREEMENT HAVE BEEN OMITTED PURSUANT TO A REQUEST FOR CONFIDENTIAL TREATMENT FROM THE SEC Service Levels and Service Level Credits A. Within fifteen (15) days after the Effective Date (of the Agreement), the Parties shall mutually agree on the identity of an independent third party that will conduct a baseline customer satisfaction survey of the Services to be provided under this Agreement in accordance with the survey protocols and procedures specified in EXHIBIT D (TRANSITION AND STABILIZATION) (the "BASELINE SURVEY"). At least thirty (30) days before the Commencement Date, such independent third party shall have conducted the survey and shall submit the results to Customer for its approval. Such Baseline Survey shall thereafter become the baseline for measuring performance improvements and conducting other satisfaction surveys hereunder. During the Term and as part of the Services, HP-OMS shall engage independent third parties (such third parties to be approved in advance by Customer) to conduct satisfaction surveys at least on a semi-annual (every six months) basis, beginning on one year after Commencement Date (2 months after the end of Transition and Stabilization phase) the date of delivery of the Baseline Survey. The survey shall at a minimum cover at least the following classes of users: (i) end users of the Services ; and (ii) senior management of end users . The content, scope, and method of the survey shall be consistent with the Baseline Survey.