Common use of Error Response Clause in Contracts

Error Response. Once a Support Case is created, iplicit will acknowledge the error to Customer and issue a tracking number. The Severity Level of the submitted Support Case is used to determine the target responsetimes listed in the table above. Initially, the Customer may set the Severity Level of a ticket. iplicit reservesthe right to reclassify the Severity Level at any time if iplicit reasonably believes the classification is incorrect. Unless Customer expressly designates the Severity Level, the Support Case will default to a Severity 4Error. All target response times will be as set forth in the table above, and with respect to Severity 3 or Severity 4Errors will commence at the beginning of the next business day for requests for Support Cases that are logged during iplicit non-business hours. If iplicit’s Severity Level designation is different from that assignedby Customer, iplicit will notify Customer of such designation. If Customer notifies iplicit of a reasonable basis for disagreeing with iplicit’s designated Severity Level, the parties will discuss in an effortto come to mutual agreement. If disagreement remains after discussion, each party will escalate within its organization and use good faith efforts to mutually agree on the appropriate Severity Level.