Severity Level 4. Defined as a Client requests information, an enhancement, or documentation clarification regarding the Supported Software but there is no material adverse impact on the operation of the Supported Software. Licensor will use continuous diligent effort to provide an initial Response regarding the requested information or documentation clarification within four (4) hours and will provide options for enhancements, including potentially a written estimate for work involved. 5.3.1. Standard support: • ▇▇▇▇▇ Users can submit Support Tickets through ▇▇▇▇▇ web portal or from their ▇▇▇▇▇ database directly. • Normal priority response • Number of included support tickets per month – 1 / Concurrent Users License (CCU) 5.3.2. Advanced support:
Appears in 2 contracts
Sources: Master Services Agreement, Master Services Agreement