Common use of Priority 1 Problems Clause in Contracts

Priority 1 Problems. If the Problem is identified as a Priority 1 Problem, them PSGSC duty manager will be immediately notified of any Priority 1 Problems to ensure engagement of all appropriate resources. Pulse Secure and End User shall work continuously (on a 24x7x365 basis), and shall use all commercially reasonable efforts, to work with End User’s dedicated resources to resolve the Priority 1 Problem until a Work-Around or a Problem Resolution is successfully implemented. If a Priority 1 Problem is not resolved within a maximum of 1 hour from the time it is classified as such by Pulse Secure, the PSGSC will confer with the appropriate Pulse Secure engineering subject-matter expert. If a Problem Resolution is successfully implemented, but such Problem Resolution cannot be deployed in a System operating in End User's network without affecting service or operation, Pulse Secure shall use commercially reasonable efforts to provide End User with a Work- Around. If a Work-Around is successfully implemented, a Priority 1 Problem shall be reclassified to the appropriate priority level. Subject to the foregoing, Pulse Secure will use all commercially reasonable efforts to deliver a workaround solution within 24 hours of the Priority 1 Problem having been observed or reproduced by Pulse Secure.

Priority 1 Problems. If the Problem is identified as a Priority 1 Problem, them the PSGSC duty manager will be immediately notified of any Priority 1 Problems to ensure engagement of all appropriate resources. Pulse Secure and End User shall work continuously (on a 24x7x365 basis), and shall use all commercially reasonable efforts, to work with End User’s dedicated resources to resolve the Priority 1 Problem until a Work-Around or a Problem Resolution is successfully implemented. If a Priority 1 Problem is not resolved within a maximum of 1 hour from the time it is classified as such by Pulse Secure, the PSGSC will confer with the appropriate Pulse Secure engineering subject-matter expert. If a Problem Resolution is successfully implemented, but such Problem Resolution cannot be deployed in a System operating in End User's network without affecting service or operation, Pulse Secure shall use commercially reasonable efforts to provide End User with a Work- Work-Around. If a Work-Around is successfully implemented, a Priority 1 Problem shall be reclassified to the appropriate priority level. Subject to the foregoing, Pulse Secure will use all commercially reasonable efforts to deliver a workaround solution within 24 hours of the Priority 1 Problem having been observed or reproduced by Pulse Secure.