Issue Response. Acumatica shall use its reasonable commercial efforts to respond to Cases reported by you. The terms and conditions of Acumatica’s Service Level Commitment for responding to reported Issues are published on the Acumatica Support Portal under “Support and SLA policy.” Notwithstanding anything herein to the contrary, Acumatica makes no guarantee that: (i) all Issues will be resolved, (ii) that any version of the Software will be error free, or (iii) it will correct or attempt to correct all Issues. The decision whether to correct any particular Issue shall be made in Acumatica’s sole discretion. The Software is designed to work with certain third party software and in cases where Acumatica has isolated an Issue as being caused by a certain third party product, Acumatica may require that you work with the support personnel of such third party software vendor. In the resolution of certain Cases, you may be required to: (i) provide Acumatica a listing of output and other data, including databases and backup systems, that Acumatica may need in order to reproduce operating conditions similar to those present when the Issue occurred:
Issue Response. For any reported Issue which the Customer gives notice to CGI via one of the acceptable contact methods, CGI will respond with acknowledgement of the Issue and work to resolve the Issue shall commence. Table 3 shows the Issue Response targets that will apply, as noted by Issue Severity. Issue Response Targets defined in this Section 3.D are not subject to Service Penalties.
Issue Response eWorkplace Apps shall use its reasonable commercial efforts to respond to Cases reported by you. The terms and conditions of eWorkplace Apps’s Service Level commitment for responding to reported Issues materially aligns with those provided by Acumatica. Details can be found on Acumatica’s website – Support and SLA Policy. Notwithstanding anything herein to the contrary, eWorkplace Apps makes no guarantee that: (i) all Issues will be resolved,
Issue Response. Severity Level Response Time Status Update Escalation Resolution Critical 1 hour Every 4 hours Every 8 hours 24 hours Major 2 hours Every 8 hours Every 24 hours 3 days Minor 48 hours NA NA Next release cycle Trivial 72 hours NA NA NA Response time commences when Company reports an incident to Genesys during Genesys’s normal support hours (a “Support Request”), and ends when Genesys contacts Customer to confirm the incident details. Genesys will begin the process of problem determination and resolution at this point. Status reports consist of regular communications to Company either through email or phone, as to the status of the problem. Escalation consists of notifying and ensuring the involvement of each of the following management levels in problem determination and resolution in an escalating manner as follows: (i) Director of Customer Service; (ii) Vice-President of Quality Engineering and Customer Service; and (iii) Senior Vice-President of Global Service Delivery. EXHIBIT D
