SDT COORDINATOR Clause Samples

SDT COORDINATOR. Customer shall have telephone access to an SDT project manager ("SDT Coordinator") located at SDT offices in Dallas/Fort Worth during SDT's normal business hours, Dallas/Fort Worth local time. The SDT Coordinator will be responsible for facilitating Customer's support for Software problem resolution, including difficulties with Software functionality, as well as general consulting and technical services. The SDT Coordinator will be responsible for logging and tracking problems after they have been reported by Customer, contacting the Customer Technical Coordinator (as defined below) to confirm receipt of the problem report and jointly determining with the SDT Coordinator the priority level of the problem. Priority levels will be determined as follows: (i) Level 1 problems. These are problems with Software functionality which are significant in terms of potential impact on Customer's operations. Customer will be advised at least every twenty-four (24) hours by the SDT Coordinator as to the status of efforts to resolve the Level 1 problem. One or more members of SDT senior management will be informed on a weekly basis of all Level 1 problems. (ii) Level 2 problems. These are Software problems, which are not significant to the productive use of the Software. These problems will be addressed in a reasonable time after any Level 1 problem has been resolved. (iii) Level 3 problems. These are low priority problems that shall be addressed in the next scheduled Software update. SDT Coordinator will provide Customer a monthly report showing a summary of all problems reported during the previous month, and a status of all outstanding problem logs.