SUPPORT AVAILABILITY AND RESPONSE TIME Sample Clauses
SUPPORT AVAILABILITY AND RESPONSE TIME. 9.1. ▇▇▇▇▇▇ will provide the support services to the Customer during normal business hours based on the country location of the Customer: Country Company Hours Phone Worldwide excluding specific location below Athena Software ▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇ ▇▇▇▇ ▇▇▇▇▇ ▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇ ▇▇▇ ▇▇▇ ▇▇▇▇▇▇ 9:00am to 5:00pm (Canadian Eastern Time), Monday to Friday excluding all national and provincial holidays. 1-866-806-6014 Australia and Pacific Region Athena Software ▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇ ▇▇▇▇ ▇▇▇▇▇ ▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇ ▇▇▇ ▇▇▇ ▇▇▇▇▇▇ 9:00am to 5:00pm (Australian Central Standard Time), Monday to Friday excluding all national and state holidays. 02 8005 8037 New Zealand Athena Software ▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇ ▇▇▇▇ ▇▇▇▇▇ ▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇ ▇▇▇ ▇▇▇ ▇▇▇▇▇▇ 9:00am to 5:00pm (New Zealand Standard Time), Monday to Friday excluding all national and local holidays. ▇-▇▇▇-▇▇▇-▇▇▇▇
9.2. ▇▇▇▇▇▇ will, subject to availability defined in paragraph 9.1, use commercially reasonable efforts to respond to each technical support request based on the severity of the support request as described below. ▇▇▇▇▇▇ can not guarantee any resolution time nor the outcome of any resolution of a support request. These response times are defined as: Severity Meaning Response Time Critical The Customer’s production use of the Software is stopped or so severely impacted that no User can reasonably continue to work. Critical requests have one or more of the following characteristics (a) data corruption, (b) software hangs causing unacceptable delays or (c) the Software is inaccessible to all Users. All critical support requests must be submitted through the means instructed by ▇▇▇▇▇▇'s Documentation otherwise the support request will not be assigned a critical severity. 1 hour High The Customer experiences a severe loss of service. Important features are unavailable with no acceptable workaround, however, operations can continue in a restricted fashion. 1 business day Normal The Customer experiences minor loss of service or a feature / operation generated a result that was not expected. The impact is isolated and an inconvenience however the operations can continue. 2 business days Severity Meaning Response Time Low The Customer requests information, an enhancement, or documentation clarification regarding the Software but there is no impact on the operation of the Software, no loss of service and the result does not impede the operation of the software. 3 business days Each support request will be assigned a sev...
SUPPORT AVAILABILITY AND RESPONSE TIME. 11.1. Athena will provide technical support services to Customer as posted under the Resources section of the ▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ website (Technical Support Hours). Athena reserves the right to adjust technical support services hours from time to time as necessary; however, changes will not affect response time commitments as outlined in Section 11.2 below.
11.2. Athena will use commercially reasonable efforts to respond to each technical support request based upon the severity of the support request as described below. Athena cannot guarantee any resolution time nor the outcome of any resolution of a support request. These response times are defined as: Severity Meaning Response Time Critical Customer’s production use of the Software is stopped or so severely impacted that no Named Active User can reasonably continue to work. Critical requests have one or more of the following characteristics (a) data corruption, (b) Software hangs causing unacceptable delays or (c) the Software is inaccessible to all Named Active Users. All critical support requests must be submitted through the means instructed by Athena's Documentation otherwise the support request will not be assigned a critical severity. 1 hour High Customer experiences a severe loss of Software service. Important features are unavailable with no acceptable workaround, however, operations can continue in a restricted fashion. 1 business day Normal Customer experiences minor loss of Software service or a feature / operation generated a result that was not expected. The impact is isolated and an inconvenience however the operations can continue. 2 business days Low Customer requests information, an enhancement, or Documentation clarification regarding the Software but there is no impact on the operation of the Software, no loss of service and the result does not impede the operation of the Software. 3 business days Each support request will be assigned a severity level that determines when the response time is expected. Actual response times may vary and may be responded to earlier than listed. Any support request may appear to be important to the Named Active User’s immediate task at hand, however the classification system above is designed to ensure all support requests from Athena’s customers are treated fairly and timely with respect to their severity. Athena, at its sole discretion, will assign the severity of any support request. A Customer’s own deadline or timeline may be factored in but this wo...
SUPPORT AVAILABILITY AND RESPONSE TIME. ▇▇▇▇▇▇ will provide technical support services to Customer as posted under the Resources section of the ▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ website (Technical Support Hours). ▇▇▇▇▇▇ reserves the right to adjust technical support services hours from time to time as necessary; however, changes will not affect response time commitments as outlined in Section 11.2 below.