Response Times for Support & Maintenance Services Sample Clauses

Response Times for Support & Maintenance Services. The Service Provider will respond to support requests submitted by the Client in the manner specified within the following time frames: Category Definition Response Time High Priority Users are unable to access the software and log into the system. Users cannot process a payroll run Users cannot issue payroll payments Within 4 working hours Medium Priority Unable to generate statutory reports Unable to maintain critical employee details and critical support files Within 8 working hours Low Priority Unable to generate non-critical reports Unable to maintain non-critical employee details and non-critical support files Within 48 working hours The hours of response outlined above are hours contained within the Support Coverage Hours.
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Related to Response Times for Support & Maintenance Services

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