Troubleshooting. The following error classes are agreed: Level 1 – critcal web-portal is not available Level 2 – high services are not available / partially / with difficulty Level 3 – low fault has no effect on users The provider will comply with the following reaction times to the first message received within the service hours: Level 1 – critcal Three (3) hours after receiving the report. Level 2 – high Five (5) hours after receiving the report. Level 3 – low Five (5) working days. The provider will adhere to the following solution times: Level 1 – critcal Within 40 hours (calculated exclusively within the above-mentioned service times) there may no longer be a level 1 fault. This is also fulfilled by a shift to a lower error class. Level 2 – high Within 80 hours (calculated exclusively within the above-mentioned service times), there may no longer be a level 1 fault. This is also fulfilled by a shift to a lower error class. Level 3 – low Five (5) working days. No minimum resolution time can be guaranteed for the correction of errors that are beyond the control of the provider.
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Sources: Allgemeine Geschäftsbedingungen (Agb), Allgemeine Geschäftsbedingungen (Agb)