- The Update Frequency is defined definition
- The Update Frequency is defined as: "The maximum time allowed before a status update must be made to a problem. Note: update frequency is a guideline that should be met UNLESS another agreement is reached between the IBM and Certegy. For example, if IBM requires a log that is needed for part of the problem resolution process, but the log will not be available until the next morning, there is no need for further updates before that time." Service Credit Table C-1 Network Availability and Response Time Based on Severity Level SERVICE CREDIT APPLICABLE SERVICE CREDIT SEVERITY LEVEL MISSED PER 1-3 OCCURRENCES PER 4+ OCCURRENCES --------------------- ---------------------------- ------------------------------- Severity 1 Missed 6.0% of Network Support Fee One and a half times the 1 to 3 occurrence amount Severity 2 Missed 4.0% of Network Support Fee One and a half times the 1 to 3 occurrence amount Severity 3 Missed 2.0% of Network Support Fee One and a half times the 1 to 3 occurrence amount Occurrences in a 1 to 3 -per each occurrence 4 & above- per each occurrence calendar month Schedule T of Transaction Document #01-01 Certegy Provided Office Furnishing and Facilities