Common use of Critical Defects Clause in Contracts

Critical Defects. Whenever a P0 defect is identified, ▇▇▇▇▇ will treat this as a showstopper. Our real time monitoring on the system will alert ▇▇▇▇▇ support teams of issues and will log the issue on our status page. However, if the status page does not reflect an issue you are experiencing then you must create a JIRA ticket detailing the nature of the critical system problem (see ‘JIRA User Guide’ below). Additionally, you may contact ▇▇▇▇▇ directly on the relevant support number in the ‘Contacting ▇▇▇▇▇’ section of this document. ▇▇▇▇▇ will investigate and to all reasonable endeavours provide a solution/workaround to get the system back up and running as soon as possible. Throughout the investigation we will update you on the progress. If we find that there is a suitable workaround or that the Defect was prioritised incorrectly ▇▇▇▇▇ have the right to downgrade the defect to a priority that meets ▇▇▇▇▇’▇ standard service level requirements. You will be informed why we have downgraded this ticket. If the defect can only be resolved via a code change or script, we will raise a JIRA ticket with Development who will review the defect and provide feedback. ▇▇▇▇▇ will continue to update you on progress. The code change or script will either be part of a hotfix patch or planned roadmap release, depending on whether a suitable workaround for the defect exists.