{"component": "definition", "props": {"groups": [{"size": 12, "snippet": "means a service resource is not performing as expected however is not deemed to be unavailable.", "samples": [{"hash": "aWJU5CkjRbt", "uri": "http://www.telarus.com.au/wp-content/uploads/2014/02/Service-Terms-IPVoice.pdf", "label": "www.telarus.com.au", "score": 11.3942508698, "published": false}, {"hash": "bJkC89JoKet", "uri": "http://www.telarus.com.au/wp-content/uploads/2014/02/Service-Terms-3G-4G.pdf", "label": "www.telarus.com.au", "score": 11.3723478317, "published": false}, {"hash": "vFHlAhUfcl", "uri": "http://www.telarus.com.au/wp-content/uploads/2014/02/Service-Terms-ADSL2+.pdf", "label": "www.telarus.com.au", "score": 10.8001365662, "published": false}], "snippet_links": [{"key": "service-resource", "type": "definition", "offset": [8, 24]}], "hash": "67ee47fb5b36009a4d47bb87d4a0b6f5", "id": 1}, {"size": 2, "snippet": "means a ticket opened with Lexmark\u2019s technical support center to restore functionality (excluding Consumables) with a Managed output Device at a Customer Location.", "samples": [{"hash": "3UODQMVbKLY", "uri": "/contracts/3UODQMVbKLY#service-issue", "label": "Participating Addendum", "score": 34.4921417236, "published": true}, {"hash": "8D8jxrlCoWR", "uri": "https://www.bidscolorado.com/co/portal.nsf/xsp/.ibmmodres/domino/OpenAttachment/CN=GSSBIDS3/O=CO_STATE!!co/PriceAwd.nsf/D4EC80DEA282D5D087258BCB0064DAC6/PASolicitationHowToOrderFiles/Attachment%204%20-%20Lexmark%20Statement%20of%20Work%20Template.docx", "label": "Statement of Work", "score": 23.6492919922, "published": false}], "snippet_links": [{"key": "support-center", "type": "definition", "offset": [47, 61]}, {"key": "output-device", "type": "definition", "offset": [126, 139]}, {"key": "customer-location", "type": "clause", "offset": [145, 162]}], "hash": "29a0c57abaf9cd05399669dd6799aebf", "id": 2}, {"size": 2, "snippet": "means an Incident which does not constitute an Error or change to the Interface Specification but which will or may adversely affect the quality or efficient functioning of the Services;", "samples": [{"hash": "kSennoiMX7y", "uri": "/contracts/kSennoiMX7y#service-issue", "label": "Bailiff Services Agreement", "score": 23.4855289459, "published": true}, {"hash": "fxwTUF5UGDq", "uri": "/contracts/fxwTUF5UGDq#service-issue", "label": "Enforcement Agent Services Agreement", "score": 16.1704311371, "published": false}], "snippet_links": [{"key": "change-to", "type": "clause", "offset": [56, 65]}, {"key": "interface-specification", "type": "definition", "offset": [70, 93]}, {"key": "adversely-affect", "type": "definition", "offset": [116, 132]}, {"key": "the-services", "type": "definition", "offset": [173, 185]}], "hash": "9f6c610bfdae83da4d142a16c0e3b648", "id": 3}, {"size": 1, "snippet": "is a Customer inquiry regarding the functionality or use of the Licensed Product. Customer agrees that Black Duck\u2019s Support obligations concerning the Licensed Product\u2019s use with third party products, including compilers, operating systems and other Licensed Product, shall be limited to those items set forth in the Documentation. Service Issues are assigned a classification at the time of Customer\u2019s initial contact with Black Duck, and are classified according to the severity levels set forth below. Black Duck will initially respond in accordance with the response times applicable to Service Issues reported by telephone or e-mail during Black Duck\u2019s regular service hours for the applicable region as set forth below. Failure to contact Customer within the response time period because Customer is unavailable (e.g., phone busy, no answer, in a meeting, or out of the office) does not constitute Black Duck\u2019s noncompliance with the response commitment. 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