Common use of Response Times Clause in Contracts

Response Times. Xxxxxx Solutions shall be responsive and timely to technical support calls/inquires made by the Client. The Client will first make support inquires through their qualified system administrators to assure the policies and business practices of the Client are enforced prior to contacting Xxxxxx Solutions. The timeliness of the response is dependent upon the severity of the issue/support problem, as defined below: The severity* of the issue/support problem shall determine the average problem resolution response time in any calendar month of the contract as follows: *If the remote support tool is not installed or available all issues will fall into the general assistance and the severity levels are no longer applicable. Severity Level 1 shall be defined as urgent situations, when the Client’s production system is down and the Client is unable to use PbK, Xxxxxx Solutions’ technical support staff shall accept the Client’s call for assistance at the time the Client places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the customer’s call within one (1) business hour. Xxxxxx Solutions shall resolve Severity Level 1 problems as quickly as possible, which on average should not exceed two (2) business days, unless otherwise authorized in writing by the Client. Severity Level 2 shall be defined as critical software system component(s) that has significant outages and/or failure precluding its successful operation, and possibly endangering the customer’s environment. PbK may operate but is severely restricted. Xxxxxx Solutions’ technical support staff shall accept the customer’s call for assistance at the time the customer places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the Client’s call within four (4) business hours. Xxxxxx Solutions shall resolve Severity Level 2 problems as quickly as possible, which on average should not exceed three (3) business days, unless otherwise authorized in writing by the customer. Severity Level 3 shall be defined as a minor problem that exists with PbK but the majority of the functions are still usable and some circumvention may be required to provide service. Xxxxxx Solutions’ technical support staff shall accept the Client’s call for assistance at the time the customer places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the Client’s call on average no later than the next business day. Xxxxxx Solutions shall resolve Severity Level 3 problems as quickly as possible, which should not exceed the next available release of software, unless otherwise authorized in writing by the Client.

Response Times. Xxxxxx Solutions shall be responsive and timely to technical support calls/inquires made by the Client. The Client will first make support inquires through their qualified system administrators to assure the policies and business practices of the Client are enforced prior to contacting Xxxxxx Solutions. The timeliness of the response is dependent upon the severity of the issue/support problem, as defined below: The severity* severity of the issue/support problem shall determine the average problem resolution response time in any calendar month of the contract as follows: *If the remote support tool is not installed or available all issues will fall into the general assistance and the severity levels are no longer applicable. Severity Level 1 shall be defined as urgent situations, when the Client’s Clients’ production system is down and the Client is unable to use PbK, the module Xxxxxx Solutions’ technical support staff shall accept the Client’s call for assistance at the time the Client places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the customer’s call within one (1) business hour. Xxxxxx Solutions shall resolve Severity Level 1 problems as quickly as possible, which on average should not exceed two (2) business days, unless otherwise authorized in writing by the Client. Severity Level 2 shall be defined as critical software system component(s) that has significant outages and/or failure precluding its successful operation, and possibly endangering the customer’s environment. PbK The module may operate but is severely restricted. Xxxxxx Solutions’ technical support staff shall accept the customer’s call for assistance at the time the customer places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the Client’s call within four (4) business hours. Xxxxxx Solutions shall resolve Severity Level 2 problems as quickly as possible, which on average should not exceed three (3) business days, unless otherwise authorized in writing by the customer. Severity Level 3 shall be defined as a minor problem that exists with PbK the module but the majority of the functions are still usable and some circumvention may be required to provide service. Xxxxxx Solutions’ technical support staff shall accept the Client’s call for assistance at the time the customer places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the Client’s call on average no later than the next business day. Xxxxxx Solutions shall resolve Severity Level 3 problems as quickly as possible, which should not exceed the next available release of software, unless otherwise authorized in writing by the Client.

Response Times. Xxxxxx Solutions MTS shall use diligent efforts to respond to notification of each Severity Level condition in accordance with the following: Xxxxx 0 Xxxxx 0 Xxxxx 0 Xxxxxxx within 30 Minutes 2 Business Hours 1 Business Days Resolution Communicate plan of action within 2 hours which describes the proposed course of action and correct problem within 4 business hours Communicate plan of action within 12 hours which describes the proposed course of action and correct problem within 1 business day Communicate plan of action within 3 days which describes the proposed course of action and correct problem within 3 business days For Severity 1 Errors that are due to factors within MTS’ exclusive control, MTS shall initiate work to provide Customer with a remedy promptly upon receipt of notification thereof by Customer. MTS shall devote such resources and support personnel on a continuous 24 x 7 basis until such Severity 1 Error is resolved. MTS will provide regular updates informing Customer of its progress to resolve such Severity 1 Error. In all cases, MTS shall correct, provide a work around or patch (in either case, which does not adversely affect Customer’s use of the Hosted Service) for a Severity 1 Error within four (4) hours following receipt of notification by Customer. In the event a work-around is available, it shall be responsive promptly offered to and timely installed for Customer provided written or email approval is given. Notwithstanding the availability of a work-around, MTS shall continue to technical support calls/inquires made work to correct the Severity 1 Error and provide Customer with the applicable correction. For purposes hereof, notice of MTS’ resolution of a Severity 1 Error may be given verbally and followed up within (5) business days in writing. For Severity 2 Errors, MTS shall respond during normal business within two (2) business hours after receipt of notification by Customer. The Severity 2 Error correction will commence by the Client. The Client will first make support inquires through their qualified system administrators to assure the policies and business practices start of the Client are enforced prior next business day following MTS’ receipt of notification from Customer. MTS shall work to contacting Xxxxxx Solutionscorrect Severity 2 Errors during normal business hours. The timeliness MTS will provide regular updates informing Customer of its progress to resolve the reported Severity 2 Error. MTS shall use diligent efforts to correct, provide a work around or patch (in either case, which does not adversely affect Customer’s use of the response Hosted Service) for a Severity 2 Error, but in no event later than one (1) business days following MTS’ receipt of notification by Customer. In the event a work-around is dependent upon the severity of the issue/support problemavailable, as defined below: The severity* of the issue/support problem shall determine the average problem resolution response time in any calendar month of the contract as follows: *If the remote support tool is not installed or available all issues will fall into the general assistance and the severity levels are no longer applicable. Severity Level 1 it shall be defined as urgent situationspromptly offered to and installed for Customer provided written or email approval is given. Notwithstanding the availability of a work-around, when where practicable, MTS shall continue to work to fix the Client’s production system is down Severity 2 Error and provide Customer with the Client is unable to use PbKapplicable correction. For purposes hereof, Xxxxxx Solutionsnotice of MTS’ technical support staff shall accept the Client’s call for assistance at the time the Client places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the customer’s call resolution of a Severity 2 Error may be given verbally and followed up within one (1) business hourdays in writing. Xxxxxx Solutions For Severity 3 Errors, MTS shall work to resolve Severity Level 1 problems as quickly as possible, which on average should not exceed two (2) business days, unless otherwise authorized in writing by the Client. Severity Level 2 shall be defined as critical software system component(s) that has significant outages and/or failure precluding its successful operation, and possibly endangering the customer’s environment. PbK may operate but is severely restricted. Xxxxxx Solutions’ technical support staff shall accept the customer’s call for assistance at the time the customer places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the Client’s call within four (4) 3 Errors during normal business hours. Xxxxxx Solutions shall resolve Correction of unresolvable Severity Level 2 problems as quickly as possible, which on average should not exceed three (3) business days, unless otherwise authorized in writing by the customer. Severity Level 3 Errors shall be defined as a minor problem that exists contained with PbK but the majority next major release of the functions are still usable and some circumvention may be required to provide service. Xxxxxx Solutions’ technical support staff shall accept the Client’s call for assistance at the time the customer places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the Client’s call on average no later than the next business day. Xxxxxx Solutions shall resolve Severity Level 3 problems as quickly as possible, which should not exceed the next available release of software, unless otherwise authorized in writing by the ClientApplication.

Response Times. Xxxxxx Solutions shall be responsive and timely to technical support calls/inquires made by the Client. The Client will first make support inquires through their qualified system administrators to assure the policies and business practices of the Client are enforced prior to contacting Xxxxxx Solutions. The timeliness of the response is dependent upon the severity of the issue/support problem, as defined below: The severity* of the issue/support problem shall determine the average problem resolution response time in any calendar month of the contract as follows: *If the remote support tool is not installed or available available, all issues will fall into the general assistance and the severity levels are no longer applicable. Severity Level 1 shall be defined as urgent situations, when the Client’s production system is down and the Client is unable to use PbK, Xxxxxx Solutions’ technical support staff shall accept the Client’s call for assistance at the time the Client places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the customer’s call within one (1) business hour. Xxxxxx Solutions shall resolve Severity Level 1 problems as quickly as possible, which on average should not exceed two (2) business days, unless otherwise authorized in writing by the Client. Severity Level 2 shall be defined as critical software system component(s) that has significant outages and/or failure precluding its successful operation, and possibly endangering the customer’s environment. PbK may operate but is severely restricted. Xxxxxx Solutions’ technical support staff shall accept the customer’s call for assistance at the time the customer places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the Client’s call within four (4) business hours. Xxxxxx Solutions shall resolve Severity Level 2 problems as quickly as possible, which on average should not exceed three (3) business days, unless otherwise authorized in writing by the customer. Severity Level 3 shall be defined as a minor problem that exists with PbK but the majority of the functions are still usable and some circumvention may be required to provide service. Xxxxxx Solutions’ technical support staff shall accept the Client’s call for assistance at the time the customer places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the Client’s call on average no later than the next business day. Xxxxxx Solutions shall resolve Severity Level 3 problems as quickly as possible, which should not exceed the next available release of software, unless otherwise authorized in writing by the Client.

Response Times. Xxxxxx Solutions shall be responsive and timely to technical support calls/inquires made by the Client. The Client will first make support inquires through their qualified system administrators to assure the policies and business practices of the Client are enforced prior to contacting Xxxxxx Solutions. The timeliness of the response is dependent upon the severity of the issue/support problem, as defined below: The severity* of the issue/support problem shall determine the average problem resolution response time in any calendar month of the contract as follows: *If the remote support tool is not installed or available all issues will fall into the general assistance and the severity levels are no longer applicable. Severity Level 1 shall be defined as urgent situations, when the Client’s production system is down and the Client is unable to use PbK, Xxxxxx Solutions’ technical support staff shall accept the Client’s call for assistance at the time the Client places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the customer’s call within one (1) business hour. Xxxxxx Solutions shall resolve Severity Level 1 problems as quickly as possible, which on average should not exceed two (2) business days, unless otherwise authorized in writing by the Client. Severity Level 2 shall be defined as critical software system component(s) that has significant outages and/or failure precluding its successful operation, and possibly endangering the customer’s environment. PbK may operate but is severely restricted. Xxxxxx Solutions’ technical support staff shall accept the customer’s call for assistance at the time the customer places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the Client’s call within four (4) business hours. Xxxxxx Solutions shall resolve Severity Level 2 problems as quickly as possible, which on average should not exceed three (3) business days, unless otherwise authorized in writing by the customer. customer.‌ Severity Level 3 shall be defined as a minor problem that exists with PbK but the majority of the functions are still usable and some circumvention may be required to provide service. Xxxxxx Solutions’ technical support staff shall accept the Client’s call for assistance at the time the customer places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the Client’s call on average no later than the next business day. Xxxxxx Solutions shall resolve Severity Level 3 problems as quickly as possible, which should not exceed the next available release of software, unless otherwise authorized in writing by the Client.