Priority Levels and Enterprise Support Response times Sample Clauses

Priority Levels and Enterprise Support Response times. Cerbos’ support levels and response times for individual Support Request may vary depending on the severity of the Support Request and the applicable priority level. Customer may include a priority level classification in its Support Request, final classification will however be determined by Cerbos at its sole discretion in accordance with the descriptions below. Cerbos will use commercially reasonable efforts to provide initial responses and recurring updates for individual Support Request within the response times indicated below. Priority Level Priority Description Response times Priority 1 (Immediate) Total malfunction of the SLA Service (or a material part of it) causing serious disruption to normal operational capability. 1 hour Priority 2 (Business Critical) Obvious and serious new flaw in the SLA Service (or a material part of it) e.g., significantly impairs the use by a significant proportion of end users. 4 hours Priority 3 (Serious) Priority 2 incident where there is a software work around available. 8 hours Priority 4 (Normal) Non-material or Service is affected. non-critical functionality of the SLA 2 business days
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