Common use of Response and Resolution Clause in Contracts

Response and Resolution. For Technical Support requests not made by telephone, within the Request Response Time of such a request, Vendor shall confirm to the requester receipt of the request by Vendor. If a Problem Severity Level 3 or 4 request cannot be corrected to the reasonable satisfaction of the requester within the Request Resolution Time after the requestor makes the initial request for Technical Support, at the sole election of requestor: (a) Vendor will work continuously to resolve the request; or, (b) requestor and Vendor will mutually agree upon a schedule within which to resolve the request. Technical Support Problem Severity Levels. [Here is some sample language that uses terms consistent with the Master Agreement] Problem Severity Level 1 Description: This Problem Severity Level is associated with: (a) Services, as a whole, are non­functional or not accessible; (b) unauthorized exposure of all or part of County Data; or, (c) loss or corruption of all or part of County Data. Request Response Time: 30 minutes. Request Resolution Time: 2 hours. Problem Severity Xxxxx 0 Description: This Problem Severity Level is associated with significant and/or ongoing interruption of an Authorized User's use of a critical function (as determined by the Authorized User) of the Services and for which no acceptable (as determined by the Authorized User) work-around is available. Request Response Time: 1 hour. Request Resolution Time: 4 hours. Problem Severity Xxxxx 0 Description: This Problem Severity Level is associated with: (a) minor and I or limited interruption of an Authorized User's use of a non-critical function (as determined by the Authorized User) of the Services; or, (b) problems which are not included in Problem Severity Levels 1 or 2. Request Response Time: 8 hours. Request Resolution Time: 24 hours. Problem Severity Xxxxx 0 Description: This Problem Severity Level is associated with: (a) general questions pertaining to the Services; or, (b) problems which are not included in Problem Severity Levels 1, 2, or 3. Request Response Time: 8 hours. Request Resolution Time: 48 hours. Customization/Integration Services. [Describe all Customization/Integration Services, if any, to be provided by the Vendor to enable production use of the Services.]