Problem Response Time definition

Problem Response Time means the applicable Service Level period during which the Contractor must respond to a Problem, commencing upon Problem Notification.
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Problem Response Time means the elapsed time between: (i) the earlier of the moment that an Incident or Problem is reported to IBM (*) or the moment that IBM otherwise becomes aware of such Incident or Problem; and (ii) notification of acknowledgement to the applicable External Customer or Equifax contact and the commencement of resolution efforts by the group responsible for resolution (e.g., dispatch of technician or commencement of remote diagnostic activity, or, in the case of problems that are not within the scope of the Services, the handoff of resolution efforts to the appropriate Equifax or third party personnel); mere scheduling of resolution efforts shall not be deemed to be “commencement of resolution efforts”.
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Problem Response Time means, (i) during the Pre-Transformation (BAU) phase, the elapsed time from the time IBM receives a trouble ticket from WSI’s help desk, or (ii) during the ODCS / Managed Hosting phase, the elapsed time from the time IBM receives a trouble ticket generated directly from WSI through a phone call to IBM’s help desk or through IBM’s On demand Data Center Services web portal, to the time IBM personnel acknowledge the problem ticket by recording a specific action in the problem ticket. If no acknowledgment action is recorded in the problem ticket, the response time [***] Confidential treatment has been requested for the bracketed portions. The confidential redacted portion has been omitted and filed separately with the Securities and Exchange Commission. will be calculated from the time the problem ticket was time-stamped opened to the time a problem resolution action was recorded in the problem ticket or the problem ticket was time-stamped closed.
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Examples of Problem Response Time in a sentence

  • Problem Response Time The time taken for the Supplier to acknowledge receipt of the call from the customer.

  • Severity Level 1 Problem: The Problem Response Time shall be 15 minutes from Problem Notification.

  • As scheduled Per agreed to plan 1 Problem Response Time is defined as the time starting when County logs a call and is given a call tracking number by Contractor’s Help Desk and ending when Contractor’s Support technician begins the resolution process (System Software only) or at the time Contractor’s hardware technician arrives at County's facility (System Hardware only).

  • Problem Response Time is measured from the time the ticket is created in the Supplier support system, to the time a response is sent to the Customer.

Related to Problem Response Time

  • PQQ Response means the response submitted by the Supplier to the pre-qualification questionnaire issued by the Authority on 06/03/2012;

  • Emergency Load Response Program means the program by which Curtailment Service Providers may be compensated by PJM for Demand Resources that will reduce load when dispatched by PJM during emergency conditions, and is described in Operating Agreement, Schedule 1, section 8 and the parallel provisions of Tariff, Attachment K-Appendix, section 8.

  • Emergency Response Plan means the plan containing the set of procedures developed by the Private Infrastructure Owner and adequate for dealing with an Incident which may impact on the Network or Connecting Infrastructure, including all actions to be taken to minimise or alleviate any threat or danger to any person or property, which is compatible with the Emergency Procedures:

  • Emergency Response Agency is a governmental entity authorized to respond to requests from the public to meet emergencies.

  • health and safety specification means a site, activity or project specific document prepared by the client pertaining to all health and safety requirements related to construction work;