lC and Client hereby enter into Schedule D Service Levels, under the Master Service Agreement (“Agreement”) dated DATE , by and between the Parties, on the following terms. The capitalized terms used herein shall have the meanings assigned to them in the Agreement, Section 1 hereof or as defined in the context in which such term is used.
1. Service Levels:
1.1 The Service Levels set forth in this Schedule are applicable to the service provided on the Service Order.
1.2 All Service Levels become effective on the Service Activation Date
1.3 The Service Desk Response time service level metrics are effective during the IC Service Desk Hours of Operations – 7 am CST to 6 pm CST Monday through Friday.
1.4 The table below is a listing of the Service Levels:
