Common use of Service Restoration Clause in Contracts

Service Restoration. Subject to any and all assistance by the Client, each of the priorities has the following associated target clearance time: Priority 1 faults 80% of Software faults cleared within 4 hours of GBG’s acknowledgement of the Software fault. Hardware faults to be cleared by the next Business Day. The Hardware, Software, or Service is not operational or is inaccessible. Priority 2 faults 80% of faults cleared by the end of the next Business Day of GBG’s acknowledgement of the fault. The Hardware, Software, or Service is degraded, a marked increase in time to access the Service. A problem causing significant reduction in functionality. Priority 3 faults 80% of faults cleared within 5 Business Days of GBG’s acknowledgement of the fault. The Hardware, Software, or Service is experiencing minor problems but is functioning substantially. Priority 4 faults Fix available in the next release of the Software. Minor problem with Hardware, Software, or Service but does not impact the Client’s use. The timelines for restoration of Service are all contingent on the availability of remote access to the Client’s systems.