PROBLEM SEVERITIES Clause Samples

PROBLEM SEVERITIES. Problem severities are defined below. It is Cisco’s policy to work with its End User to establish the severity for a problem and to accept the End User’s determination of the severity. Licensor shall accept the severity designation agreed to by Cisco and its End User and communicated to Licensor by Cisco. Licensor’s obligations are as follows: Severity 1 (or “Licensor Severity 1”): An existing network or environment is down or there is a critical impact to an End User’s business operation. Licensor will commit full-time resources around the clock to resolve the situation. Severity 2 (or “Licensor Severity 1”): Operation of customer’s existing network or environment is severely degraded or significant aspects of End User’s business operation are negatively impacted by unacceptable network or environment performance. Licensor will commit full-time resources during Cisco’s Business Hours to resolve the situation. Severity 3 (or “Licensor Severity 2”) : Operational performance of End User’s network or environment is impaired, although most business operations remain functional. Licensor will commit resources during Licensor’s Business Hours to restore service to satisfactory levels. Severity 4 (or “Licensor Severity 3”): Cisco or an End User requires information or assistance on Software capabilities, installation, or configuration. Licensor shall provide response times and resolution times as set forth below: ▇▇▇▇▇▇▇▇▇▇▇▇ (▇▇▇▇▇▇▇▇ ▇▇▇▇▇ ▇) - ▇ ▇▇ ▇▇▇▇▇▇ (Severity Level 2) - 4 hrs Serious (Severity Level 3) - 8 hrs Trivial (Severity Level 4) - 24 hrs Catastrophic (Severity Level 1) - 24 hrs Urgent (Severity Level 2) - 48 hrs Serious (Severity Level 3) - 72 hrs Trivial (Severity Level 4) - highest commercially reasonable efforts In the event that the Licensor is unable to meet the time frames set forth for Severity 3 or Severity 4 problems, Licensor shall provide to Cisco, at a minimum, a written plan for addressing the problem within those applicable time frames.