Common use of Updates; Response Time Clause in Contracts

Updates; Response Time. The frequency of updates and response time objectives for reported troubles will be dependent upon the severity of the problem. Company shall fulfill the following objectives to respond to inquiries by Company or End-Users: CONFIDENTIAL TREATMENT REQUESTED Priority Initial Update Update Interval Response Time (minutes) (minutes) Objective (minutes) -------------------------------------------------------------------------------- Critical/1/ 30 30 30 -------------------------------------------------------------------------------- Major/2/ 60 status change 60 -------------------------------------------------------------------------------- Important/3/ 60 status change 240 --------------------------------------------------------------------------------

Updates; Response Time. The frequency of updates and response time objectives for reported troubles will be dependent upon the severity of the problem. Company shall fulfill the following objectives to respond to inquiries by Company or End-Users: CONFIDENTIAL TREATMENT REQUESTED Priority Initial Update Update Interval Response Time (minutes) (minutes) Objective (minutes) -------------------------------------------------------------------------------- Critical/1/ 30 30 30 * * * * * * * * * -------------------------------------------------------------------------------- Major/2/ 60 status change 60 * * * * * * * * * -------------------------------------------------------------------------------- Important/3/ 60 status change 240 * * * * * * * * * --------------------------------------------------------------------------------