Response Time and Resolution Time. At any point in time, Customer will have direct access to a self-service portal with Customer’s incidents details. If Customer reasonably disputes any data or calculations on that portal, then the parties will discuss in good faith to resolve. For the sake of clarity, if several issues relating to the same root cause are reported separately, all such related issues will be deemed to be one single incident for purposes of credit calculation.
Response Time and Resolution Time. In the event of an alert, VizworX is deemed to have responded when it has replied to the Customer’s initial request. This may be in the form of an email or telephone call, to acknowledge receipt of the Customer’s request, provide a solution, or request further information. The Response Time and Resolution Time will depend on the priority of the item(s) affected and the severity of the alert, as set out in the following schedule: Alert Type Issue severity Response Time Resolution Time
Response Time and Resolution Time. In the event of an alert, Instructional Design Genius is deemed to have responded when it has replied to Customer’s initial request. This may be in the form of an email or telephone call, to acknowledge receipt of Customer’s request, provide a solution, or request further information. The Response Time and Resolution Time will depend on the priority of the item(s) affected and the severity of the alert, as set out in the following schedules: Alert Type Issue severity Response Time Resolution Time Critical Alert One or more elements of the Product critical to the functioning of Customer’s business have ceased to respond completely or respond extremely slowly. Within 12 hours Within 48 hours Within 72 hours Within 24 hours One or more elements of the Product have ceased to respond completely or respond slowly and a workaround is available. Non- Critical Alert
Response Time and Resolution Time. In the event of an alert, Bynder is deemed to have responded when it has replied to Customer’s initial request. This may be in the form of an email or telephone call, to acknowledge receipt of Customer’s request, provide a solution, or request further information. The Response Time and Resolution Time will depend on the priority of the item(s) affected and the severity of the alert, as set out in the following schedules: Alert Type Issue severity Response Time Resolution Time Alert Highly critical alert. Product is not available Within 1 hour for use or a significant proportion of the contracted functionalities are not available. Within 4 hours, inclusive of the A-Priority Alert Response Time.
Response Time and Resolution Time. In the event of a Service disruption, Service Provider is deemed to have responded when it has replied to Customer’s initial request. This may be in the form of an email or a call, to acknowledge receipt of Customer’s request, provide a solution, or request further information. The response time and resolution time is deemed to start with the next office hour in the defined Help Desk hours (9:00 a.m. to 5:00 p.m. (CET) Monday to Friday, excluding public holidays). The Response Time and Resolution Time will depend on the priority of the item(s) affected and the severity of the alert, as set out in the following schedule: Alert Priority Issue severity Response Time Resolution Time High Service is not available for use or a significant proportion of the contracted functionalities are not available. Within 8 hrs Within 12 hrs Medium The use of the Service is considerably limited, as the main features of the SaaS Services are not available. Within 24 hrs Within 72 hrs Low Notification of minor issues that do not prohibit Customer from utilizing Service in any material way. Within 72 hrs Best effort
Response Time and Resolution Time. In the event of an alert, Bynder is deemed to have responded when it has replied to Xxxxxxxx’s initial request. This may be in the form of an email or telephone call, to acknowledge receipt of Customer’s request, provide a solution, or request further information. The Response Time and Resolution Time will depend on the priority of the item(s) affected and the severity of the alert, as set out in the following schedules: Alert Type Issue severity Response Time Resolution Time
