Technical Support Problem Resolution Sample Clauses

Technical Support Problem Resolution. This service level is similar to the technical support problem response service level described above, except that this service level measures the important element of resolution time (versus response time). This service level measures the resolution time of the table below of a vendor that is providing some sort of support, such as help desk or “how to” support. Severity Description Response Time 1 Multiple customers impacted; critical problems that stop customer from functioning or doing any productive work 2 hours 2 One customer impacted; major problem with severe impact on customer’s business, but does not stop it from functioning 4 hours 3 Minor problem that does not seriously affect service or customer’s business (e.g., installation questions) 24 hours 4 No problem; customer’s business is not impacted; incident may be a request for information 48 hours Follow Up For Severity Level 1 and 2; written email communication updates until resolved Every 1 hour
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Technical Support Problem Resolution. This service level is similar to the technical
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Technical Support Problem Resolution 
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Related to Technical Support Problem Resolution

  • Problem Resolution The parties shall meet and attempt to resolve all disputes and differences that may arise between the parties hereto concerning construction, interpretation, performance, operations, or breach of the matters referred to in this Agreement prior to seeking any legal remedy.

  • Technical Support State Street will provide technical support to assist the Fund in using the System and the Data Access Services. The total amount of technical support provided by State Street shall not exceed 10 resource days per year. State Street shall provide such additional technical support as is expressly set forth in the fee schedule in effect from time to time between the parties (the “Fee Schedule”). Technical support, including during installation and testing, is subject to the fees and other terms set forth in the Fee Schedule.

  • Technical Support Services 2.1 The technical support services (the "Services"): Party A agrees to provide to Party B the relevant services requested by Party B, which are specified in Exhibit 1 attached hereto ("Exhibit 1").