Support Response Times. The parties shall promptly agree in good faith to share any information and/or documentation which may be required to permit Palm to identify and resolve any development support requests. The support response period begins after Palm (a) has enough information to profile the reported error and (b) can recreate the reported error or has access to a facility where the error can be recreated (“Start Date”). Palm agrees to use commercially reasonable efforts to recreate the reported error and respond based on the following timetable: “Severity One” Support. Palm shall use reasonable commercial efforts to resolve or reduce the severity via workaround and/or patch within two (2) business days of the Start Date, or if unable to resolve such problem within such timeframe, Palm shall provide its action plan within such timeframe and provide regular status updates. A final resolution shall be identified in the action plan. Palm and Licensee problem managers shall review incident after two (2) business days and every two (2) business days thereafter until the error has been resolved. “Severity Two” Support. Palm shall use reasonable commercial efforts to resolve or reduce the severity via workaround and/or patch within five (5) business days of the Start Date, or if unable to resolve such problem within such timeframe, Palm shall provide its action plan within such timeframe and provide regular status updates. Palm and Licensee problem managers shall review incident after five (5) business days. A final engineering resolution shall be identified in the action plan. “Severity Three” Support. Palm shall use reasonable commercial efforts to acknowledge the error within ten (10) business days of receipt of notice. Palm shall provide a final engineering resolution within three (3) months or next scheduled release, whichever is sooner. So long as Palm is using reasonable commercial efforts to recreate reported errors and resolve or reduce Severity One and Severity Two problems in accordance with the action plan provided, Palm’s inability to resolve such problems within the timeframes stated herein or the action plan shall not be deemed a material breach of Section 6.1 or any other provision of the Agreement. The prescribed support response times above may be extended as mutually agreed, such agreement not to be unreasonably withheld, e.g., if resolution of the problem requires timely hardware certification or test, or if resolution represents significant risk to the essent...
Support Response Times. Unresolved Calls Not all calls may be resolved while the technician is on the phone. Some calls require testing and/or assistance from our programming department to resolve. Vendor will keep the designated contact person updated as to the status of the open call if the problem cannot be resolved while on the phone with the technician.
Support Response Times. Response Times Severity 1 1 Day Severity 2 2 Days Severity 3 At Fraxion’s discretion Severity 4 At Fraxion’s discretion 7. Customer Responsibilities
Support Response Times. 4.6 Our support response times shall be in accordance with the following table (Support Response Times): Priority Code Maximum Human Response Time Maximum Resolution Time Minimum Update Interval 0 Thirty (30) mins Two (2) hours One (1) hour 1 One (1) hour Twelve (12) hours Two (2) hours 2 One (1) hour Three (3) days Every Business Day 3 Four (4) hours Seven (7) days N/A 4 Four (4) hours with the next routine upgrade. N/A Priority Code Description 0 (high) The product is not accessible by any Approved User.
Support Response Times. Panopto will use commercially reasonable efforts to address Errors based on Priority Code in accordance with the table below. For clarity, all target timeframes set forth in the table below shall be deemed to be timeframes during Normal Working Hours except as otherwise expressly provided in this SLA. Priority Code Target Service Ticket Generation Time Target Response Time P1 (High) 30 minutes 4 hours P2 (Medium) 30 minutes 8 hours P3 (Low) 30 minutes 16 hours
Support Response Times. Hydro’s telephone and email support representative(s) shall be available to receive Customer’s telephone calls between the hours of 9am-7pm (ET) Monday through Friday, excluding public holidays. Hydro will respond to requests for support as provided below:
Support Response Times. The time from when Broadband Solutions receives a fault call from the Customer, to the time that we respond to the Customer to acknowledge receipt of the fault report, provide a fault reference number, and where possible give an early indication of the nature of the fault. SERVICE CLASS BUSINESS HOURS (MON-FRI, 830AM-530PM) OUTSIDE BUSINESS HOURS Premium 24x7 15 minutes 30 minutes Express 30 minutes 1 hour Standard Business 30 minutes Not Applicable
Support Response Times. Workiva shall use commercially reasonable efforts to correct or provide a reasonable workaround to address all material errors that are identified in the Software pursuant to the chart below. Error Level Criteria Workiva Response Critical Errors preventing essential work from being done in the necessary timeframes. Workiva will respond to initial call within one (l) hour during Business Hours but in no event longer than two (2) hours, and within two (2) hours outside of Business Hours. Workiva will work to correct the issue or provide a reasonable workaround on a 12 hours per day, 5 days a week basis, providing status updates every two (2) hours. For any critical issues that are not resolved or for which a reasonable workaround is not provided within six (6) hours, the issue shall be escalated to a member of Workiva's Executive Management who will be personally involved in overseeing resolution. Medium Errors that cause impairment of the Software functionality that cause Customer to suffer significant inconvenience in Respond to initial call or receipt of email within two (2) hours if received during Business Hours or, if not, then within the first thirty (30) minutes of the subsequent business day. Workiva will work to correct the issue or provide a reasonable workaround during Business Hours, providing status updates every performing day-to-day business functions twenty-four (24) hours. If a Medium Issue is not resolved or a reasonable workaround is not identified within four (4) business days, the issue will be escalated to Critical unless otherwise agreed by the parties. Low Errors where there are problems of a cosmetic nature or that have an insignificant effect on Customer's operations. Considered for next scheduled material upgrade of the Software.
Support Response Times. When Applicable Response Time During Normal Working Hours Answer calls made to the support telephone line: • 80% within 1 minute • 90% within 2 minutes • 95% within 4 minutes During Normal Working Hours Respond to text messages sent to support: • 50% within 1 hour • 80% within 2 hours • 95% within 4 hours During Normal Working Hours Respond to emails sent to the support email account: • 80% within 8 hours • 100% within 24 hours
Support Response Times. The parties shall promptly agree in good faith to share any information and/or documentation which may be required to permit 3Com to identify and resolve any development support requests. The support response period begins after 3Com (a) has enough information to profile the reported error and (b) can recreate the reported error or has access to a facility where the error can be recreated ("Start Date"). 3Com agrees to use commercially reasonable efforts to recreate the reported error and respond based on the following timetable:
