Response, Update and Resolution Guidelines Sample Clauses

Response, Update and Resolution Guidelines. When Supplier is engaged by NCR in problem resolution, Supplier will comply with the following guidelines enabling NCR to meet commitments to Customers. Time measurement begins when Supplier is first contacted by NCR. Time frames stated in days are working days. Priority Level 1 – Critical 2 – Urgent 3 – Routine Priority Level Definition A problem that critically impacts the Customer’s ability to do business. A significant number of users of the system and/or network are unable to perform their tasks as necessary. The system and/or network is out of service or severely degraded. A problem that impacts the Customer’s ability to do business, the severity of which is significant and may be repetitive in nature. A function of the system, network or Hardware is impacted. A minor problem that negligibly impacts the Customer’s ability to do business. Also includes questions and/or general consultation. Initial Response to NCR [*****] [*****] [*****] Status Updates to NCR [*****] [*****] [*****] Targeted Resolution [*****] [*****] [*****]
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Response, Update and Resolution Guidelines. When Supplier is engaged by Teradata in problem resolution, Supplier will comply with the following guidelines enabling Teradata to meet commitments to Customers. Time measurement begins when the incident is first opened by Customer. Teradata shall promptly notify Supplier of the incident. Time frames stated in days are contiguous calendar days. Priority Type Definition P1 Critical: Severe End-User Customer impact: Product cannot perform one or more normal functions. Loss of data or no access to data. Loss of ability to manage or service. Needs immediate attention. Existing workaround unavailable Examples: - System down Strategic Supplier Master Purchase Agreement ***Confidential Treatment Requested Exhibit 10.46 - Data loss - Data unavailable - Workaround unavailable Hot Priority Two (HP2) Business Critical: This is a very sensitive End-User Customer needing special attention. The End-User Customer set the support level as "P1" due to critical business requirements, but it does not fall within the definition for P1. P2 Urgent: Moderate End-User Customer impact: Product performance is significantly degraded, major functionality loss. Workaround exists.
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