Problem Request (Break-Fix) Sample Clauses

Problem Request (Break-Fix). An assisted break-fix support request, also known as an incident, is defined as a single support issue and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall be considered a separate incident. Incidents requiring an onsite visit will be charged on an hourly basis and will include charges for reasonable travel and living expenses. In certain situations, We may provide You with a modification to the commercially available Microsoft product software code to address specific critical problems (“Hotfixes”) in response to an assisted break-fix support request. Hotfixes are designed to address Your specific problems and are not regression tested. Except as otherwise provided herein or in an Exhibit, Hotfixes may not be distributed to unaffiliated third parties without Our express written consent. Problem resolution support is charged on an hourly basis and includes the commercially reasonable amount of hours of Services necessary to troubleshoot and help resolve the support issue. Hours-based incidents are deducted from the pre-paid hours set forth in Section 1.7 or charged to You in arrears if all pre-paid hours have been exhausted. You are responsible for setting the initial severity level in consultation with Us and You can request a change in severity level at any time. The incident severity will determine the response levels within Microsoft and estimated response times and Your responsibilities are defined in the following table: Severity Customer’s situation Expected Microsoft Response Expected Customer Response 1 Submission via phone only  Catastrophic business impact:  Customer has complete loss of a core (mission critical) business process and work cannot reasonably continue  Needs immediate attention  1st call response in 1 hour or less  Continuous effort on a 24x7 basis  Microsoft Resources at Customer site as requested.3  Rapid Escalation within Microsoft to Product teams  Notification of Senior Executives at Microsoft   Notification of Senior executives at Customer site Allocation of appropriate resources to sustain continuous effort on a 24x7 basis2  Rapid access and response from change control authority A Submission via phone only   Critical business impact: Customer’s business has significant loss or degradation of services  1st call response in 1 hour or less  Continuous effort on a 24x7 basis ...