Resolution Goals Sample Clauses
Resolution Goals. The following goals are established for resolution of Critical and High incidents: • An incident reported as Critical shall be resolved within twenty-four (24) hours • An incident reported as High shall be resolved within seventy-two (72) hours
Resolution Goals. The term “Resolution” means a temporary or permanent correction of the Error within the M*Modal Products by (a) a recommendation on the installation, functions or operation of the M*Modal Products, (b) a workaround for the Error, or (c) a modification to the M*Modal Products that either corrects the Error or eliminates the practical adverse effect of the Error on Client. M*Modal shall exercise commercially reasonable efforts to provide a Resolution within the following timeframes: • Priority 1: M*Modal shall work continuously until Resolution is attained or as long as useful progress can be made, provided Client must diligently assist M*Modal during this resolution period, either on site or by pager, to help with data gathering, testing, and applying fixes. • Priority 2: Within five (5) M*Modal business days of M*Modal’s acknowledgement of the Error Notice. • Priority 3: Within thirty (30) M*Modal business days of M*Modal’s acknowledgement of the Error Notice, or in a future Update of the applicable M*Modal Products.