Response to a problem report Clause Samples
Response to a problem report. 1 hour or less for Severity 1 issues reported via phone. This response may determine the level of the problem being reported is not Severity 1. Resolution of a problem report. For problems that are recurring, UWS will provide a resolution or workaround to any S1 problem within 24 hours of the problems reporting, or provide best efforts to provide a resolution as quickly thereafter as is possible. For problems with infrequent manifestations, UWS will provide a resolution within 8 problem cycles of the problem’s reporting. For S2 problems, UWS will endeavor to recreate the problem within 5 business days of the problems reporting. A resolution will then be provided as part of an engineering release upgrade. S3 problems will be resolved as quickly as possible on a best−efforts basis. S4 problems will be resolved in the a future scheduled maintenance release of the software, not to exceed 24 months from the reporting date of the problem.
Response to a problem report. 1 hour or less for Severity 1 issues reported via phone. This response may determine the level of the problem being reported is not Severity 1. Resolution of a problem report. For problems that are recurring, UWS will provide a resolution or workaround to any S1 problem within 24 hours of the problems reporting, or provide best efforts to provide a resolution as quickly thereafter as is possible. For problems with infrequent manifestations, UWS will provide a resolution within 8 problem cycles of the problem’s reporting.