Common use of Support Plan Clause in Contracts

Support Plan. 2.1 The Column Continuous Support Plan ensures that customers receive prompt and effective resolution of problems or questions that prevent them from making effective use of their Software. Customer Support requests submitted pursuant to the Column Continuous Support plan and on the Quote will be subject to Column’s Criteria for Escalation on Appendix A, and the response times below. 2.2 Response Times. Customer Support Offering Hours of Operation Initial Response Goals Available with the Purchase of: Column Continuous Support Continuous Hours for Critical Production Issues 24 hours x 7 days (Includes published holidays) Critical = 1 Hour High = 1 Business Hours Medium = 1 Business Hours Low = 1 Business Hours + Service management products + System Management products***