Targeted Response Times Sample Clauses

Targeted Response Times. Provider will make every reasonable effort to respond to notifications from the Client rapidly within the time period to be measured from the first Support business hour occurring after Provider’s receipt of notification as outlined in the chart below. Support requests will be logged and tracked in Provider’s support tracking system. When submitting a support request, Customer must provide Provider with all information necessary for Provider to process the request and must respond promptly to Provider with any information reasonably requested to clarify the support request. Provided the requirements of this section are met, upon receipt of the support request, Provider will work with Customer to set expectations regarding the completion times for all support requests. Provider will acknowledge the request and determine the appropriate priority level based on the classifications specified below. In addition to services otherwise excluded in this Support and Service Level Schedule, excluded from Support are: Professional Services, infrastructure configurations that are outside of the then-standard product configuration, access to the Subscription Services or Hosting Services via private network, custom report creation, staging environment, technical and/or functional user training, database schema changes, modifications to data feed, on-site services, translation services, and any and all other requirements and/or services not specifically described herein. An “Acknowledgement” is Provider’s initial confirmation to Customer that Provider has received Customer’s support request; a “Resolution” is a workaround or action plan for addressing the problem; an “Issue” is a failure of the Subscription Services or Hosting Services to operate in accordance with its then-current Documentation. Severity Issue Urgent High Normal Low Definition Emergency, mission critical, application is unavailable, non- responsive or unusable. Components or features are unavailable, no work- around is possible. Downgraded user experience. Components or features are unavailable but work-around is possible. Non-critical questions, inquiries, and on- going projects. Applies to Production Production Production Production, Sandbox, development, and demo sites Examples Site appears to be down; users are unable to access the site. Site is returning error codes. Service is unavailable to a subset of users or it is intermittently unavailable. Major functional component is unavailable. Components...
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Targeted Response Times. With respect to SunGard Public Sector’s Maintenance obligations, SunGard Public Sector will use diligent, commercially reasonable efforts to respond to Notifications from Customer relating to the Baseline Component Systems/Custom Modifications identified in Exhibit 1 of this Agreement in accordance with the following guidelines with the time period to be measured beginning with the first applicable SunGard Public Sector “Telephone Support” hour occurring after SunGard Public Sector’s receipt of the Notification: Priority Description Response Goal* Resolution Goal* AGENCY ACCESS SUPPLEMENT
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Targeted Response Times. With respect to SunGard Public Sector’s Maintenance obligations, SunGard Public Sector will use diligent, commercially reasonable efforts to respond to Notifications from Customer relating to the Baseline Component Systems/Custom Modifications identified in Exhibit 1 of this Agreement in accordance with the following guidelines with the time period to be measured beginning with the first applicable SunGard Public Sector “Telephone Support” hour (that is, based upon whether SunGard Public Sector provides 7x24 or 5x8 Support for the Baseline Component System/Custom Modification in question) occurring after SunGard Public Sector’s receipt of the Notification: Priority One Calls –two (2) hours or less. Priority Two Calls - four (4) hours or less. Priority Three Calls – twenty-four (24) hours or less. Priority Four Calls – seventy-two (72) hours or less. (1) For purposes of these targets, a “response” will mean as an initial contact from an SunGard Public Sector representative to Customer to begin evaluation of the problem reported under one of the categories of calls identified above; (2) As a prerequisite to SunGard Public Sector’s obligation to respond to Customer, Customer must follow SunGard Public Sector’s then-current processes (such as the dialing of a particular phone number, the categorization of a particular problem, etc.) when submitting its Notification.
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Targeted Response Times. With respect to Superion’s Maintenance obligations, Superion will use diligent, commercially reasonable efforts to respond to Notifications from Customer relating to the Baseline Component Systems/Custom Modifications identified in Exhibit 1 of this Agreement in accordance with the following guidelines with the time period to be measured beginning with the first applicable Superion “Telephone Support” hour occurring after Superion’s receipt of the Notification:
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Targeted Response Times. STATUS UPDATES INITIAL (PROVIDED UPON PRIORITY FAILURE DESCRIPTION RESPONSE LICENSEE'S REQUEST TIME AFTER NETSCAPE'S INITIAL RESPONSE) -------------------------------------------------------------------------------- 1 Enterprise-critical 1 hour By customer (Product is not agreement functioning) -------------------------------------------------------------------------------- 2 Severe Impact - Product 2 working Once per inconsistency which hours working day significantly decreases Licensee productivity (periodic work stoppages, feature crashes) --------------------------------------------------------------------------------
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Targeted Response Times 
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Related to Targeted Response Times

  • 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 Time PROVIDING PARTY shall respond to and resolve any problems in connection with the Corporate Services for RECEIVING PARTY within a commercially reasonable period of time, using response and proposed resolution times consistent with its response and resolution of such problems for itself.

  • Line Item Question Response 46 Do your warranties cover all products, parts, and labor? Warranties are those supplied by the equipment manufacturers. Generally cover parts and labor. * 47 Do your warranties impose usage restrictions or other limitations that adversely affect coverage? Warranty will not cover abuse or lack of maintenance. * 48 Do your warranties cover the expense of technicians' travel time and mileage to perform warranty repairs? Yes * 49 Are there any geographic regions of the United States or Canada (as applicable) for which you cannot provide a certified technician to perform warranty repairs? How will Sourcewell participating entities in these regions be provided service for warranty repair? We have coverage in the United States. * 50 Will you cover warranty service for items made by other manufacturers that are part of your proposal, or are these warranties issues typically passed on to the original equipment manufacturer? We warranty any work we preform. The equipment is covered by the original equipment manufacturer. * 51 What are your proposed exchange and return programs and policies? Special order items are not returnable and will not be exchanged. If a manufacture will take back an item they consider returnable, the return must have an RMA and be returned within 90 days in the original carton. All freight, restocking, damage plus a service fee will be deducted form the credit for equipment. * 52 Describe any service contract options for the items included in your proposal. We offer preventative maintenance contracts for refrigeration equipment in Texas. DFW, Houston, Beaumont and Austin. * 53 Describe your payment terms and accepted payment methods. Standard payment terms are Net 30 days. To be considered for an open account, all new customers will be required to complete a New Customer Application and provide tax exemption certification if applicable. All applicants are subject to Strategic's Credit Terms and Policies and must meet criteria specified therein. Finance charges of 1/5% per month (18% APR) or the maximum rate that an applicant may lawfully contract to pay, whichever is less, on any payment Seller considers past due until collected. Accepted payment methods include check, ACH, wire transfer, credit card * 54 Describe any leasing or financing options available for use by educational or governmental entities. TriMark Strategic has developed business relationships with several reputable third-party leasing companies and can provide Sourcewell customers with information regarding this option upon request. * 55 Describe any standard transaction documents that you propose to use in connection with an awarded contract (order forms, terms and conditions, service level agreements, etc.). Upload a sample of each (as applicable) in the document upload section of your response. Strategic will require a valid Purchase Order from Sourcewell customers. Upon acceptance, Strategic will agree to the terms and conditions set forth in the Purchase Order. All quotes submitted by Strategic to Sourcewell customers will be on a standard Quotation Form and will have this statement regarding the Terms of Sale: "This Quote shall be subject to Trimark's Terms of Sale http//▇▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇▇/▇▇▇▇▇▇▇▇▇/▇▇▇▇▇▇▇▇▇▇▇▇▇/▇▇▇▇/▇▇▇▇▇▇▇-▇▇▇▇▇- and-Conditions-of-Sale.pdf, which are incorporated herein by reference. The customer's Purchase Order terms and conditions shall govern. *

  • Optional Xactimate Response Attachment (Part 2)

  • PRICING OF After Hours Coefficient What is your after hours coefficient for the RS Means Price Book for work performed after normal working hours?