Critical Malfunctions. If a Severity Level 1 or 2 Malfunction (each, a "Critical Malfunction") cannot be corrected to Subscriber's reasonable satisfaction through communication with the Telephone Support staff within [P1 – 2 hours ([P2 – 4 Hours]) hours after Vendor receives the description of the Malfunction, Vendor will: (1) immediately escalate the problem to Vendor's customer service management; (2) take and continue to take the actions which will most expeditiously resolve the Critical Malfunction; (3) provide a report to Subscriber of the steps taken and to be taken to resolve the problem, the progress to correction and the estimated time of correction, and update that report every [P1 – 4 Hours] ([P2 - 1 [day] until the Critical Malfunction is resolved; and (4) every [4 [hours]], provide increasing levels of technical expertise and Vendor management involvement in finding a solution to the Critical Malfunction until it has been resolved.
Critical Malfunctions. If a Severity Level 1 or 2 Malfunction (each, a "Critical Malfunction") cannot be corrected to Customer's reasonable satisfaction through communication with the Support staff within Eight (8) hours after TSA receives the description of the Malfunction, TSA will: (1) immediately escalate the problem to TSA's customer service management; (2) take and continue to take the actions which will most expeditiously resolve the Critical Malfunction; (3) provide a written response to Customer of the steps taken and to be taken to resolve the problem, the progress to correction and the estimated time of correction, and update that report every Twenty-Four (24) hours until the Critical Malfunction is resolved; and (4) every Twenty-Four (24) hours, provide increasing levels of technical expertise and TSA management involvement in finding a solution to the Critical Malfunction until it has been resolved.
Critical Malfunctions. If a Severity Level 1 or 2 Malfunction (each, a "Critical Malfunction") cannot be corrected to Customer reasonable satisfaction through communication with Provider within eight (8) hours after Provider receives the description of Malfunction via the Online Ticket system, Provider will:
Critical Malfunctions. If a Severity Level 1 or 2 Malfunction (each, a "Critical Malfunction") cannot be corrected to Customer's reasonable satisfaction through communication with the Customer Support staff within twenty-four (24) hours on Working Days after Vendor receives the description of the Malfunction, Vendor will:
