Common use of Response Expectations Clause in Contracts

Response Expectations. Table 1 below specifies the level of response that will be given to an issue raised by Company based upon the assigned severity of the issue. Severity 1 Within 3 hours Provide a fix or workaround within 2 business days of trouble ticket submission Severity 2 Within 5 hours Provide a fix or workaround within 1 week of trouble ticket submission Severity 3 Within 6 hours Provide a fix or workaround by the release of the next Major Release Severity 4 Within 8 hours Address the query in a commercially reasonable and timely manner *All times calculated based on business hours except that Severity 1 issues will be based on 24x7 response times only for customers that purchase an Extended Support subscription. If an issue is solvable, depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or advising Company of an available software fix.