Common use of Initial Response Time Clause in Contracts

Initial Response Time. Initial response times are determined by the severity classification of the problem and level of support that Customer is entitled to. Following the receipt of a call or trouble report for Support, Aternity shall use reasonable efforts to respond in accordance with the initial response targets set forth below. Priority 1 - Critical Within 1 Hour Priority 2 - High Within 6 Hours Priority 3 – Minor & Priority 4 - Informational Next Business Day*