PTV Reaction Times Sample Clauses

PTV Reaction Times. ‌ Regardless of the organisation (PTV providing Product Support directly to the Customer or PTV providing Second-level Support Service to VAR), PTV’s Regional Support Center will endeavour to solve the notified Product Errors in the best possible time. The Response Time committed by PTV is as stated in the table below: Error category Response Time 1 4 hours 2 6 hours 3 One week 4 Above one week The beginning of Response Time corresponds to the time at which the Ticket has been logged into PTV’s Helpdesk Portal or, in case the Ticket is logged outside the Service Hours, to the beginning of the following applicable Service Hour. The Error shall be processed during Service Hours. The processing of the Error shall be suspended at the end of a Service Hours session and shall resume at the beginning of the following one, until such time that it is solved. Accordingly, time elapsed outside of the Service Hours shall not be included in the Response Time. PTV does not commit to Resolution Times. The processing of the Error starts with the acknowledgement of the Ticket, continues with its analysis and concludes with the definition and implementation of a Permanent Solution or a Workaround Solution. Despite best efforts, the parties recognize that certain software programs and solutions are prone to errors which cannot be resolved as rapidly or as completely as estimated.
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