Response Target Sample Clauses

Response Target. Upon discovering, or receiving notification of an Incident, Glassbox shall respond and resolve such Incident as follows: SL 1 Customer’s Portal Outage as results from Glassbox System Application Outage Step 1 – 1 hour Via Glassbox Support Portal Step 2 - email ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ Step 3 – contact Professional Service Engineer (contact information in the Statement of Work) Glassbox shall respond to an SL 1 notice within sixty (60) minutes of notice and shall continue its efforts to resolve the problem until a Resolution or reasonable Workaround is provided. Every 30 minutes after initial acknowledgement and upon Customer’s request. Updates via Glassbox Support Portal SL 2 Customer’s Site Page Error as results from Glassbox Inbound and/or Outbound Feed Failures as results from Glassbox 4 hours Step 1 – Via Glassbox Support Portal Step 2 - email ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ Step 3 – contact Professional Service Engineer (contact information in the Statement of Work) Glassbox shall respond within four (4) hours of notice and shall continue its efforts to resolve the problem until a Resolution or reasonable Workaround is provided. Every 4 hours after initial acknowledgement and upon Customer request, unless otherwise agreed by Customer. Upon request, provide informal assessment of root cause within 24 hours SL 3 Application Bug 2 Business Days Step 1 - email ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ Step 2 – contact Professional Service Engineer (contact information in the Statement of Work) Within a reasonable time period, Glassbox shall resolve the problem with documentation changes or fixes in future Updates or Upgrades. Updates provided via Glassbox Support Portal