Support for SAP On Demand Malfunctions Sample Clauses

Support for SAP On Demand 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 Prioritie s Definition Support Availability Support Languag e Initial Response Time Very High The problem has very serious consequences for major business transactions and urgent work cannot be performed. The Incident requires immediate attention because the malfunction can cause serious losses. 24 hours x 7 days a week English SAP initial response within 4 hours of confirmation.*S AP will attempt to contact customer within the initial response time to clarify business impact and initiate resolution process. High A business transaction does not work and necessary tasks cannot be performed. The Incident requires prompt attention because the malfunction can disrupt the entire productive business flow. Monday to Friday from 9:00 am – 5:00 pm Local Time (as defined below) English, SAP initial response within 3 days of confirmation.* SAP will 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. Reasonable response time based on the incident (usually within 4 days).* 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. Reasonable response time based on the incident.* *Incident receipt at SAP will be confirmed via email response for all online submitted incidents. Local Time shall mean the time zone in which the Customer Named User with administrative rights submitting the support request is located. Health Check A Health Check is a permanent system monitoring established by SAP that notifies SAP automatically when critical situations that require intervention arise or may arise. Software Changes SAP will proactively apply software updates and patches during the defined maintenance windows. In case a patch needs to be applied outside a maintenance window, SAP will notify Customer in advance.
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