Common use of Technical Support Problem Response Clause in Contracts

Technical Support Problem Response. This service level measures the response time as outlined in the table below of a vendor that is providing some sort of support, such as help desk or “how to” support. While response time is important, “repair,” “resolution,” or “fix” time is more important. This service level only measures response time. Severity Description Response Time 1 Multiple customers impacted; critical problems that stop customer from functioning or doing any productive work 10 minutes 2 One customer impacted; major problem with severe impact on customer’s business, but does not stop it from functioning 4 hours 3 Minor problem that does not seriously affect service or customer’s business (e.g., installation questions) 24 hours 4 No problem; customer’s business is not impacted; incident may be a request for information 2 weeks Follow Up For Severity Level 1 and 2; written email communication updates until estimated resolution time is communication 1 hour

Technical Support Problem Response. This service level measures the response time as outlined in the table below of a vendor that is providing some sort of support, such as help desk or “how to” support. While response time is important, “repair,” “resolution,” or “fix” time is more important. This service level only measures response time. Severity Description Response Time 1 Multiple customers impacted; critical problems that stop customer from functioning or doing any productive work 10 minutes 2 One customer impacted; major problem with severe impact on customer’s business, but does not stop it from functioning 4 hours 3 Minor problem that does not seriously affect service or customer’s business (e.g., installation questions) 24 hours 4 No problem; customer’s business is not impacted; 2 weeks incident may be a request for information 2 weeks Follow Up For Severity Level 1 and 2; written email communication updates until estimated resolution time is communication 1 hour

Technical Support Problem Response. This service level measures the response time as outlined in the table below of a vendor that is providing some sort of support, such as help desk or “how to” support. While response time is important, “repair,” “resolution,” or “fix” time is more important. This service level only measures response time. Severity Description Response Time 1 Multiple customers impacted; critical problems that stop customer from functioning or doing any productive work 10 minutes 2 One customer impacted; major problem with severe impact on customer’s business, but does not stop it from functioning 4 hours 3 Minor problem that does not seriously affect service or customer’s business (e.g., installation questions) 24 hours 4 No problem; customer’s business is not impacted; incident may be a request for information 2 weeks Follow Up For Severity Level 1 and 2; written email communication updates until estimated resolution 1 hour time is communication 1 hourcommunication