Support for SAP Connected Logistics Malfunctions Sample Clauses

Support for SAP Connected Logistics Malfunctions. SAP will offer support for all malfunctions related to the Service (each an “Incident”). Incidents have to be reported by Customer via the help functionality made available by SAP (or any other support channel introduced by SAP). In the event that SAP must access any of Customer’s systems remotely, e.g. via application sharing, Customer hereby grants to SAP the permission for such remote access. The following Incident priorities shall apply: Incident Priorities Definition Support Availability Support Language Initial Response Time Very High The problem has very serious SAP initial consequences for major business response within transactions and urgent work one hour of cannot be performed. The Incident confirmation.* requires immediate attention SAP will because the malfunction can cause attempt to serious losses. contact customer within the initial response time to clarify business Monday impact and through initiate Friday 8:00 resolution am – 5:00 pm Central English process. High A business transaction does not SAP initial work and necessary tasks cannot be European response within performed. The Incident requires Time.** 4 hours of prompt attention because the confirmation.* malfunction can disrupt the entire SAP will productive business flow. attempt to contact customer within the initial response time to clarify business impact and initiate resolution process. Medium A business transaction does not work as expected with minor consequences for the productive operation. SAP initial response within one business day of confirmation.* SAP will attempt to contact customer to clarify business impact and evaluate incident. Low The malfunction has only few or no effects on business transactions. SAP initial response within two business days of confirmation.* SAP will attempt to contact customer to clarify business impact and evaluate incident. *Incident receipt at SAP will be confirmed via SAP incident management system for all online submitted incidents. ** Excludes days when SAP’s offices in Germany are closed for public holiday. Software Changes SAP will proactively apply software updates and patches during the defined maintenance windows. The Sevice will be unavailable during such windows. In case a patch needs to be applied outside a maintenance window, SAP will notify Customer in advance.
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