Resolution; Response Time Clause Samples
The 'Resolution; Response Time' clause defines the required timeframe within which a party must respond to and address issues, inquiries, or requests raised under the agreement. Typically, this clause sets specific deadlines for acknowledging receipt of a notice and for providing a substantive resolution, often varying based on the severity or type of issue. By establishing clear expectations for response and resolution times, the clause helps ensure prompt communication and efficient problem-solving, thereby minimizing delays and misunderstandings between the parties.
Resolution; Response Time. Technical support issues meeting the severity level descriptions set forth above will be addressed as follows: • Severity Level 0 – Members with nodes contributing to outage will work 24 hours per day, 7 days per week, until the issue has a temporary repair/workaround in place. A permanent repair will be performed during working hours. Upon request by Member, ▇▇▇▇▇▇ will use reasonable efforts to make a designated contact available 24 hours per day, 7 days per week to assist Member resources in the investigation of the issue. In addition, Hedera will use reasonable efforts to make a designated contact available to assist Member resources in the investigation of other Severity Level responses during the times as reasonably requested by Member. • Severity Level 1 – Members with nodes contributing to degradation will work 16 hours per day, 7 days per week to resolve all Severity Level 1 incidents until the issue has a temporary repair/workaround in place. A permanent repair will be performed during working hours. • Severity Level 2 – Member with affected node will work during working hours until a temporary repair is in place and then work to provide a permanent repair. • Severity Level 3 – Member resources will work during working hours to resolve Severity Level 3 incidents in order of their priority.