Common use of Incident Support Clause in Contracts

Incident Support. Incident based support is available 24 hours a day, 7 days a week. This feature has a fifteen (15) minute response time. Response time is measured as the time elapsing between initial customer request and first LightEdge response to the request. Response to the service request shall be considered any attempted communication between LightEdge and the Customer relating to the service request and may not be inclusive of the successful completion of the service request. This feature is intended to support basic functionality of Device hardware and Operating System. Advanced functionality and application level support may not be available with this feature. LightEdge shall be the sole party responsible for defining which issues are unsupportable. An incident is defined as a single issue or request that the Customer requires assistance with. Multiple requests or issues within a single ticket will be treated as unique incidents. LightEdge will be responsible for notifying Customer that request will be classified as an incident. After such notification Customer has the right to request that all further troubleshooting or work on request be halted and that the ticket be closed. Tickets so closed will not be subject to further charge nor will they be counted against the included incidents in the Managed Device Support product. If the Customer does not request a halt to all troubleshooting and/or work relating to service request then Customer assumes all responsibility for the escalation of the service request to “incidental” status. Each incident shall have a maximum of one (1) hours of LightEdge time included. LightEdge reserves the right to treat each one (1) hours spent supporting an incident as a new incident. Incident support includes no warranty or representation to support beyond that which is afforded by a LightEdge representative providing advice to Customer. This includes but is not limited to hardware replacement, software replacement, vendor warranties, vendor support calls, programming assistance, project management nor additional product features.