Problem Response Clause Samples

Problem Response. Fidelity shall respond to each reported problem promptly based on the severity of the problem and its effect on Customer’s operations and the provision of Services hereunder. Fidelity shall use reasonable commercial efforts to either resolve each problem or provide Customer with information to allow Customer’s personnel to address the problem. In the event the resolution of a reported problem which materially impacts Customer’s operations or the provision of Services hereunder will carry-over to the next business day, Fidelity will provide Customer with a status report for the problem and an estimate of the resolution time and course, if possible.

Problem Response. DEVNET shall respond (by return telephone call) as soon as reasonably possible to the County’s telephone calls requesting Software Maintenance. However, there may be times when an appropriate DEVNET programmer is not immediately available. In these cases, DEVNET will use all commercially reasonable efforts to cause an appropriately qualified programmer to place a return telephone call to the County within not more than two (2) hours, during DEVNET’s normal business hours, after the time of the initial call by the County for the applicable support. In the event that the County reasonably believes that the individual assigned by DEVNET with respect to any given problem or issue is not appropriately qualified or is not making appropriate progress on problem resolution, the County shall have the option to contact DEVNET’s project manager, or the head of DEVNET’S support division, to have the problem reassigned.

Problem Response a. MOBETIZE will make all reasonable efforts necessary to achieve the response times indicated below for Reported Issues. Reported Issues will be dealt with based on the Problem Severity and providing that the Licensee supplies all inputs to MOBETIZE in accordance with Attachment I for the support level services as agreed by MOBETIZE and the Licensee on the Software Support Order. Critical Production Impact Immediate During Immediate after call back Standard Call Window High Production Impact Immediate During Within 4 hours after call back Standard Call window Medium Production Impact Within 1 Business day during Within 1 business days Standard Call Window Low Production Impact Within 1 business day during As prioritized by MOBETIZE Standard Call Window b. Both parties shall engage in reporting, tracking and handling Reported Issues in accordance with processes and procedures provided to Licensee in writing and published by MOBETIZE from time to time and which includes the assignment of a unique number to the Reported Issue for tracking purposes. c. MOBETIZE shall notify Licensee if any Reported Issue has been fixed by MOBETIZE in a more recent software Release of the Product by providing Licensee with the Software Release number. d. Where MOBETIZE deems it necessary to analyze a copy of the Licensee’s Product and its related Production Database in order to recreate a Reported Issue, and subject to Section 5.2 of the Agreement, Licensee will deliver to MOBETIZE promptly and at Licensee’s cost current backup tapes of Product and its related Production Database, in accordance with published tape specifications provided to Licensee in writing and published by MOBETIZE from time to time, provided that Mobetize will not produce any copies of such tapes without the Licensee’s prior written consent and will return all such tapes (including any copies thereof) to Licensee forthwith upon receipt of written notice by Licensee.

Problem Response. Once a problem has been logged via the Helpdesk the problem will be responded to within the times detailed below. Once the initial response has been made and the fault has not been resolved advice will be given on: what needs to be done, the estimated time to resolve the problem and the next action to be completed. It will not be realistic to provide a measure on how long it may take to fully resolve a specific priority call, due to the different and diverse nature of faults, which may require reference to system vendors/suppliers. Response time Target Priority 1 – Major system failure Immediate Priority 2 – Business critical faults 2 Hours Priority 3 - Urgent 5 Hours Priority 4 – Non Urgent 8 Hours

Problem Response. HFS shall use commercially reasonable efforts to respond to and either correct errors or failure of the HFS Products to perform according to the applicable Documentation or provide Customer the information reasonably necessary to correct such errors or failure.

Problem Response. Although Fiserv has made a huge commitment in tools for monitoring the network and host operating systems, not every performance problem will trigger an alert. Therefore, clients should report any network or operational problem to Philadelphia Network Support as soon as it occurs. Network Support is the focal point for all operational issues; its goals are the following:

Problem Response. Phoenix shall respond to each reported problem promptly based on the severity of the problem and its effect on Customer's operations. Phoenix shall use reasonable commercial efforts to either resolve each problem or provide Customer with information to allow Customer's personnel to address the problem. In the event the resolution of a reported problem which materially impacts Customer's operations will carry-over to the next business day, Phoenix will provide Customer with a status report for the problem and an estimate of the resolution time and course of action, if possible. Phoenix will provide Customer with a daily report on the status of unresolved issues.