Common use of Response and resolution Clause in Contracts

Response and resolution. 3.1 Issues raised through the Support Services shall be categorized as follows: (a) urgent: Hosted Services are inoperable or a core function of the Hosted Services is unavailable; (b) normal: a core function of the Hosted Services is impaired, where the impairment does not constitute a serious issue; or a non-core function of the Hosted Services is significantly impaired. 3.2 The Provider shall determine, acting reasonably, into which category an issue falls. 3.3 The Provider shall ensure that its response to a request for Support Services shall include the following information (to the extent such information is relevant to the request): an acknowledgement of receipt of the request, where practicable an initial diagnosis in relation to any reported error, and an anticipated timetable/timeline for action in relation to the request.