The Service Levels for Incident and Service Request Response Times and Update Clause Samples

The Service Levels for Incident and Service Request Response Times and Update. Frequencies (each as defined in Clause 5.3) are set out in the table below. Service Credits will be available pursuant to Clause 8 where the Service Provider fails to achieve the SLA Measure (as out in the table below) in any particular month for Response Times against Incidents logged via telephone support and automated alerting: 1 – Critical 15 minutes (24x7x365) 95% within Response Time 2 Hours (24x7x365) 2 – Major 30 minutes during Business Day 90% within Response Time 4 Hours during Business Day 3 – Medium 4 hours during Business Day 85% within Response Time 1 Business Day 4 – Low 8 hours during Business Day Not Applicable 5 Business Days 5 – Service Requests Next Business Day Not Applicable 10 Business Days

Related to The Service Levels for Incident and Service Request Response Times and Update

  • Transmission Delivery Service Implications Under ER Interconnection Service, Interconnection Customer will be eligible to inject power from the Generating Facility into and deliver power across the Transmission System on an “as available” basis up to the amount of MW identified in the applicable stability and steady state studies to the extent the upgrades initially required to qualify for ER Interconnection Service have been constructed. After that date FERC makes effective MISO’s Energy Market Tariff filed in Docket No. ER04-691-000, Interconnection Customer may place a bid to sell into the market up to the maximum identified Generating Facility output, subject to any conditions specified in the Interconnection Service approval, and the Generating Facility will be dispatched to the extent the Interconnection Customer’s bid clears. In all other instances, no transmission or other delivery service from the Generating Facility is assured, but Interconnection Customer may obtain Point-To-Point Transmission Service, Network Integration Transmission Service or be used for secondary network transmission service, pursuant to the Tariff, up to the maximum output identified in the stability and steady state studies. In those instances, in order for Interconnection Customer to obtain the right to deliver or inject energy beyond the Point of Interconnection or to improve its ability to do so, transmission delivery service must be obtained pursuant to the provisions of the Tariff. The Interconnection Customer’s ability to inject its Generating Facility output beyond the Point of Interconnection, therefore, will depend on the existing capacity of the Transmission or Distribution System as applicable, at such time as a Transmission Service request is made that would accommodate such delivery. The provision of Firm Point-To-Point Transmission Service or Network Integration Transmission Service may require the construction of additional Network or Distribution Upgrades.

  • Service Levels All service level requirements will be set forth in Exhibit A (“▇▇▇▇.▇▇▇ Referral Service Level Requirements”). Recipient ▇▇▇▇▇▇ agrees to adhere, and encourage Recipient Agent’s adherence, with the version of the ▇▇▇▇.▇▇▇ Referral Service Level Requirements in effect at the time ▇▇▇▇.▇▇▇ identifies the Referral to Recipient Broker/Agent.

  • Detailed Description of Services / Statement of Work Describe fully the services that Contractor will provide, or add and attach Exhibit B to this Agreement.

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Voice Information Service Traffic ‌ 5.1 For purposes of this Section 5, (a) Voice Information Service means a service that provides [i] recorded voice announcement information or [ii] a vocal discussion program open to the public, and (b) Voice Information Service Traffic means intraLATA switched voice traffic, delivered to a Voice Information Service. Voice Information Service Traffic does not include any form of Internet Traffic. Voice Information Service Traffic also does not include 555 traffic or similar traffic with AIN service interfaces, which traffic shall be subject to separate arrangements between the Parties. Voice Information Service Traffic is not subject to Reciprocal Compensation charges under Section 7 of the Interconnection Attachment. 5.2 If a Talk America Customer is served by resold Verizon dial tone line Telecommunications Service, to the extent reasonably feasible, Verizon will route Voice Information Service Traffic originating from such Service to the appropriate Voice Information Service connected to Verizon’s network unless a feature blocking such Voice Information Service Traffic has been installed. For such Voice Information Service Traffic, Talk America shall pay to Verizon without discount any Voice Information Service provider charges billed by Verizon to Talk America. Talk America shall pay Verizon such charges in full regardless of whether or not Talk America collects such charges from its Customer. 5.3 Talk America shall have the option to route Voice Information Service Traffic that originates on its own network to the appropriate Voice Information Service connected to Verizon’s network. In the event Talk America exercises such option, Talk America will establish, at its own expense, a dedicated trunk group to the Verizon Voice Information Service serving switch. This trunk group will be utilized to allow Talk America to route Voice Information Service Traffic originated on its network to Verizon. For such Voice Information Service Traffic, unless Talk America has entered into a written agreement with Verizon under which Talk America will collect from Talk America’s Customer and remit to Verizon the Voice Information Service provider’s charges, Talk America shall pay to Verizon without discount any Voice Information Service provider charges billed by Verizon to Talk America. Talk America shall pay Verizon such charges in full regardless of whether or not Talk America collects such charges from its own Customer.