Common use of Problem Handling Procedures Clause in Contracts

Problem Handling Procedures. All problems reported to the TAC will be assigned a Severity Classification. The Severity Level will be agreed upon between Corvis and Customer according to the table below. ----------------------------------------------------------------------------------------------------------------- Severity Description Escalation Procedure/Response Time ----------------------------------------------------------------------------------------------------------------- 1 Critical - Customer is experiencing a network Corvis VP's of Engineering and Customer Service outage that prevents its customers from will be immediately notified. Corvis personnel will accessing service and for which there is no update Customer at least hourly and will work on workaround or recovery action possible. the problem until resolution. ----------------------------------------------------------------------------------------------------------------- 3 Minor - Customer is experiencing problems Severity 3 problems will be resolved by Corvis and requires technical advice or a within 3 business days or will be escalated to recommendation for the best solution. Development Engineering. Severity 3 problems have a reliable workaround and have, at most, a slight impact on the operational environment. ----------------------------------------------------------------------------------------------------------------- Corvis will meet its priority response goal as provided herein at a ninety (90%) percent effectiveness level for any calendar month. Should Corvis fail to meet its response goal at least ninety (90%) percent in any calendar year, Customer maintenance Service credits of 1/12 of the Standard Maintenance Fee will be refunded to Customer or may be applied towards renewals/future service contracts. The effectiveness level shall be calculated for any given month in accordance with the following formula with Total Missed Calls being the number of Severity 1 and Severity 2 Support calls for which priority support was not delivered within (ten) 10 minutes (Missed Calls) of the initial call. Effectiveness Calculation equals: Total Calls per Month - Total Missed Calls ------------------------------------------ Total Calls per Month