Target Response Times Clause Samples
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Target Response Times. All suspected Errors reported to the iplicit customer support department willbe classified and directed to the appropriate team for response. Business Impact Priority Code Priority Definition Target Response Times Target ResolutionTimes Support Hours P1 – Urgent (Severity 1) A critical failure in operational activity of the Services, or an Error that causes the Services to be severely impacted or completely shutdown, or Customer’s use of the Services is impossible, where no workaround is available. 1 hours 4 hours 7.5/5 P2 – High (Severity 2) Errors include high-impact issues in which the Services are inoperative or seriously degraded where a short-term workaround isavailable. 4 hours 12 hours 7.5/5 P3 – Medium (Severity 3) The Error limits the functionality or usefulness of the Services, but the condition is not critical to the continued operation of the Services. A workaround is readily available and can be applied or used with little or no operational impact. 8 hours Next Release 7.5/5 P4 – Low (Severity 4) Minimal problems in the Services arising from a misleading or unsatisfactory component or feature. The problem can be circumvented with no operational impact and there are no dataintegrity issues. This Severity Level also includes (i) a need to clarify procedures or information in Documentation, (ii) a requestfor a product enhancement or new feature, (iii) cosmetic or non- functional Errors; or (iv) Errors in the Documentation. Deferred maintenance of “low” Error is acceptable. 24 hours Future Release 7.5/5
Target Response Times. The below identifies the priority codes, target response times for incident resolution:
Target Response Times. Support Ticket initial target response times are set out in the table below: 1 (Critical) 2 Hours 2 (High) 4 Hours 3 (Medium) 24 Hours 4 (Low) 80 Hours 5 (Planning) 180 Hours
Target Response Times. LogRhythm shall respond to new Support Cases within the following period following LogRhythm receipt of the Support Case from Customer: High 11x5 4 Medium 11x5 4 Low 11x5 4 High 24X7 4 Medium 11x5 4 Low 11x5 4
Target Response Times. Sage will respond to a call for service from You based on the severity levels within the following time limits: Severity 1 2 Hours Severity 2 4 Hours Severity 3 24-48 Hours
Target Response Times. Response times are targets set in a first attempt to contact you regarding your call. Response times are executed on a best effort basis. When reporting a call to Annuncio, Customer must indicate the priority of your call so Annuncio can respond accordingly. Annuncio will use commercially reasonable efforts to fix an Incident as soon as practical. PRIORITY TITLE & EXPLANATION RESPONSE TIME NOTIFICATION MECHANISM 1 FATAL - Your Annuncio Up to 1 hour Watch Dog - Automatic system is down, a major email or page to a list of operational function is pre-determined recipients. unavailable, or a critical Annuncio interface has Contact via email to failed ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇.▇▇▇ or -------------------- access through Annuncio support phone number 3 DEGRADED OPERATIONS - 4-8 business hours Contact via email to Your Annuncio system is ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇.▇▇▇ or -------------------- experiencing degraded access through Annuncio operations, or errors are support phone number causing malfunction of non- critical functions 4 MINIMAL IMPACT - 24 hours/One Contact via email to Attributes and/or options to business day ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇.▇▇▇ or -------------------- utility programs are not access through Annuncio operating as stated, or the support phone number problem is an enhancement request CONFIDENTIAL AND PROPRIETARY ANNUNCIO SOFTWARE, INC.
Target Response Times. Action Response times Total time 1 Acknowledge receipt of request for service (C&R) (Within 5 working days) 2 Contact client to arrange survey (C&R) Within 15 working days from 15 receipt of service request 4 Contact client to arrange survey (P&DS) (Within 3 working days) 5 Initial assessment of work involved (P&DS) (Within 10 working days) 6 Receipt of drawings and specification Property and Direct Services (C&R) from Within 20 working days 45 7 Acceptance and referral to client, OT following receipt of drawings (C&R) etc Within 5 working days 50 8 Issue specification to contractors (C&R) Within 3 working days 53 9 Await return of tenders Within 15 working days* 68 10 Complete grant application form (C&R) Within 3 working days 71 11 Forward design services fees sheet (C&R) Within 5 working days 76 * Subject to the requirements of the planning system 3 Request for drawings and technical Within 10 working days 25 2. PERFORMANCE INDICATORS Action Target times 1 Referral to first visit Within 15 working days 2 Completion of work under £1,000.00 Within 90 working days 3 Completion of work over £1,000.00 Within 180 working days 4 Number of handy persons jobs completed within 7 working days 80% 5 Number of enquiries to service 1100 per annum 6 Number of promotional activities per annum 20 per annum APPENDIX 4
1. This is a Service Level Agreement (SLA) between Daventry and South Northamptonshire Care and Repair (CR) and South Northamptonshire Council (SNC) for the provision of technical services.
Target Response Times. Upon receipt of an Incident Report, DNAnexus’ Support personnel will assign an incident type (“Incident Type”) to each Incident and seek to provide responses in accordance with the applicable table below for the level of Support specified on the applicable Order Form.
4.1. Standard Support. 4.2. Professional Support.
Target Response Times. The primary method of reporting Critical and Major faults to Onecom should be by telephone. Faults reported by email may not be allocated to a support engineer in an appropriate timescale to provide the desired level of response. 2 4 hours 3 16 hours 4 48 hours
Target Response Times. (a) Where Client reports a Defect, Benchmark must achieve a Response Time which is consistent with the following targets: Critical 30 minutes Severe 45 minutes Serious 120 minutes Minor/Query 24 hours