Common use of Problem Response Clause in Contracts

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.