Common use of Support Desk Clause in Contracts

Support Desk. During the Work Order Term and any Transition Period, Customer will have access to a Sabre Support Desk twenty-four (24) hours a day, seven (7) days a week, accessible via the internet, email, teletype and/or telephone support. The Support Desk will be responsible for facilitating the Second Line of Support. A Support Desk coordinator will be responsible for logging and tracking Errors after they have been reported by Customer, contacting the Customer’s Technical Coordinator, if deemed necessary, to confirm receipt of an Error report and determining the priority level of the Error. In the event the parties disagree on the severity level placed by Sabre on any Error, the Customer may escalate to the Sabre Account Director, and may further escalate to Sabre Regional Vice President, for discussion and agreement. Error levels will be determined as follows: Level 1 A complete loss of service of the System or “Critical Business Function”. The System is inoperable and work cannot continue. Level 2 A severe loss of service of the System. Problem affects a Critical Business Function, however, use of the System can continue in a restricted fashion. Level 3 A moderate loss of service of the System. A workaround is available permitting use of the System’s functionality. Level 4 – No loss of service of the System. Problem is minor and no workaround is required. Customer may report a System Error by contacting the Sabre Help Desk using any of the following methods: • Internet Access: Go to “▇▇▇▇://▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇▇▇.▇▇▇/” • Email: Send to ▇▇▇.▇▇▇▇▇▇▇▇@▇▇▇▇▇.▇▇▇ • Teletype: Send to SAAHD1S • Phone in Mexico: ▇▇-▇▇▇-▇▇▇-▇▇▇▇ or ▇▇▇-▇▇▇-▇▇▇-▇▇▇▇. Note: all Level 1 Errors are to be reported by telephone, if possible, for the quickest response.