Common use of Error Priority Levels Clause in Contracts

Error Priority Levels. Company shall exercise commercially reasonable efforts to correct any Error reported by Customer in accordance with the priority level assigned to such Error by Company (in Company’s sole discretion). Customer will cooperate with Company to the extent reasonably necessary to facilitate the provision of support and maintenance. Error Priority Level Definition and Scope Measures Priority 1 Errors Error that causes Customer’s use of the Software to be stopped, or so severely impacted that Customer cannot continue use of the Software, e.g., data unavailability, severe performance problems, or network down. (i) assign engineers to correct the Error; (ii) escalate to management if protracted; (iii) provide Customer with periodic reports on the status of the corrections; and (iv) in the case of Software, initiate work to provide a Workaround or Fix or, in the case of Boxes, initiate Hardware Support pursuant to Section 3 below. Priority 2 Errors Error that causes important Software features to be unavailable, but Customer’s use is continuing, e.g., moderate performance problems, intermittent software faults, or network degradation. (i) assign engineers to correct the Error; (ii) provide Customer with periodic reports on the status of the corrections; and (iii) in the case of Software, include a Workaround or Fix for the Error in the next regular Software maintenance release or, in the case of Boxes, initiate Hardware Support pursuant to Section 3. Priority 3 Errors Error that causes less significant Software features to be unavailable or minimal business impact, but Customer’s production use is continuing. (i) assign engineers to correct the Error; (ii) provide Customer with periodic reports on the status of the corrections; and (iii) include a Workaround or Fix in a later major release of the Software if needed. Priority 4 Errors Error that is not a Priority 1 Error, Priority 2 Error, or Priority 3 Error, e.g., request for information or administrative requests. (i) acknowledge Customer’s problem report; and (ii) commence reasonably efforts to correct the Error.