SUPPORT SERVICES REQUESTS Clause Samples

SUPPORT SERVICES REQUESTS. Licensee shall use the methods described in Section 1 above to engage Guidewire Support Services. Guidewire will use commercially reasonable efforts to resolve Issues. Guidewire may use any reasonable resolution method available (e.g. fixes, workarounds, etc.) to resolve an Issue. Guidewire will classify and respond to reported Issues according to the Severity Levels and response periods set forth in Schedule A to this Exhibit. Guidewire does not guarantee resolution to Issues within the response period, only response to initial calls. Failure to contact a Licensee within the response time period because the Licensee is unavailable (e.g. phone busy, no answer, in a meeting, or out of the office) does not constitute Guidewire’s noncompliance with the response commitment.