Common use of Error Priority Levels Clause in Contracts

Error Priority Levels. Azul shall exercise commercially reasonable efforts to correct any Error reported by Customer in the current unmodified release of the Product in accordance with the priority level reasonably assigned to such Error by Azul. * Priority 1 Errors means a report that the Product is failing to perform in accordance with the Documentation and that such failure is reproducible and makes one or more critical functions of the Product inoperable. To be classified as Priority 1, an Error must (i) prevent a Customer from conducting critical and primary business functions (that are consistent with the Product's intended use and functions) in a production environment, and (ii) have no immediate fix or work-around. For Priority 1 Errors, Azul shall commence the following procedures: (i) assign Azul engineers to diagnose the Error; (ii) notify Azul management that such Errors have been reported and of steps being taken to correct such Error(s); (iii) provide Customer with periodic reports on the status of the corrections; and (iv) immediately initiate work on a prioritized basis to provide Customer with a Workaround or Fix as soon as commercially reasonable. * Priority 2 Errors means a report that the Product is functioning but in a significantly degraded or restricted capacity. To be classified as Priority 2, an Error must be reproducible and (i) cause a high impact on some portion of Customer's primary business functions (that are consistent with the Product's intended use and functions) in a production environment, and (ii) have no immediate fix or work-around. For Priority 2 Errors, Azul shall commence the following procedures: (i) assign Azul engineers to diagnose the Error; (ii) notify Azul management that such Errors have been reported and of steps being taken to correct such Error(s); (iii) provide Customer with periodic reports on the status of the corrections; and (iv) initiate work to provide Customer with a Workaround or Fix as soon as commercially reasonable. * Priority 3 Errors means a report of degraded operations of the Product and reproducible limited condition that causes a slight or non-critical failure of the Product to function according to the Documentation. Azul shall exercise commercially reasonable efforts to include a Fix for the Error in the next regular Product release. * Priority 4 Errors means a report of minimal impact and means a minor problem or error(s) in the Documentation, a desired change in the Product which can be easily circumvented or avoided, or a Product enhancement request. Azul may, at its sole option, include a Fix for the Error or the requested enhancement in a future release of the Product.

Error Priority Levels. Azul NPI shall exercise commercially reasonable efforts to correct any Error reported by Customer in the current unmodified release of the Product Software in accordance with the priority level reasonably assigned to such Error by AzulNPI. * Priority 1 Errors means a report that the Product is failing to perform in accordance with the Documentation and that such failure is reproducible and makes one or more critical functions of the Product inoperable. To be classified as Priority 1, an Error must (i) prevent a Customer from conducting critical and primary business functions (that are consistent with the Product's intended use and functions) in a production environment, and (ii) have no immediate fix or work-around. For Priority 1 Errors, Azul shall commence the following proceduresPRIORITY A ERRORS - NPI SHALL PROMPTLY COMMENCE THE FOLLOWING PROCEDURES: (i) assign Azul engineers to diagnose the ErrorASSIGN NPI ENGINEERS TO CORRECT THE ERROR; (ii) notify Azul management that such Errors have been reported and of steps being taken to correct such Error(sNOTIFY NPI MANAGEMENT THAT SUCH ERRORS HAVE BEEN REPORTED AND OF STEPS BEING TAKEN TO CORRECT SUCH ERROR(S); (iii) provide Customer with periodic reports on the status of the correctionsPROVIDE CUSTOMER WITH PERIODIC REPORTS ON THE STATUS OF THE CORRECTIONS; and AND (iv) immediately initiate work on INITIATE WORK TO PROVIDE CUSTOMER WITH A WORKAROUND OR FIX. PRIORITY B ERRORS - NPI MAY INCLUDE THE FIX FOR THE ERROR IN THE NEXT MAJOR RELEASE OF THE SOFTWARE. If NPI believes that a prioritized basis problem reported by Customer may not be due to provide an Error in Software, NPI will so notify Customer. At that time, Customer may (1) instruct NPI to proceed with a Workaround problem determination at its possible expense as set forth below or Fix as soon as commercially reasonable(2) instruct NPI that Customer does not wish the problem pursued at its possible expense. * Priority 2 Errors means a report If Customer requests that NPI proceed with problem determination at its possible expense and NPI determines that the Product is functioning but in a significantly degraded or restricted capacity. To be classified as Priority 2, error was not due to an Error must in the Software, Customer shall pay NPI, at NPI's then-current and standard consulting rates, for all work performed in connection with such determination, plus reasonable related expenses incurred therewith. Customer shall not be reproducible and liable for (i) cause a high impact on some portion of Customer's primary business functions (that problem determination or repair to the extent problems are consistent with due to Errors in the Product's intended use and functions) in a production environment, and (ii) have no immediate fix or work-around. For Priority 2 Errors, Azul shall commence the following procedures: (i) assign Azul engineers to diagnose the ErrorSoftware; (ii) notify Azul management that such Errors have been reported and work performed under this paragraph in excess of steps being taken to correct such Error(s)its instructions; or (iii) provide work performed after Customer with periodic reports has notified NPI that it no longer wishes work on the status of problem determination to be continued at its possible expense (such notice shall be deemed given when actually received by NPI). If Customer instructs NPI that it does not wish the corrections; and (iv) initiate work to provide Customer with a Workaround or Fix as soon as commercially reasonable. * Priority 3 Errors means a report of degraded operations of the Product and reproducible limited condition that causes a slight or non-critical failure of the Product to function according to the Documentation. Azul shall exercise commercially reasonable efforts to include a Fix for the Error in the next regular Product release. * Priority 4 Errors means a report of minimal impact and means a minor problem or error(s) in the Documentation, a desired change in the Product which can be easily circumvented or avoidedpursued at its possible expense, or a Product enhancement request. Azul if such determination requires effort in excess of Customer's instructions, NPI may, at its sole optiondiscretion, include a Fix for elect not to investigate the Error or the requested enhancement in a future release of the Producterror with any liability therefor.