Common use of Customer Response System Clause in Contracts

Customer Response System. Except for J5 Products and PAS Products, PPM provides primary access to maintenance and support via PPM’s Customer Response System (hereinafter “CRS”) for Customers who have a valid Software Maintenance Support Agreement. CRS is a web-based system that allows Customers the ability to submit Service Case, perform web queries, and obtain the status of Services Cases anywhere in the world, 24 x 7. General CRS procedures: (a) Service Cases (“Case(s)”): Customer submits a Case into CRS or calls into Support giving a description of the problem. The Customer receives a Case number for the request filed. (b) Case Priority: Customer responses to CRS system describing the case are used to set priority of the Case into one of four priorities: 1-Critical, 2-High, 3-Medium, and 4-Low. 1- Critical: The entire production system is completely inoperable. No users can access and/or utilize the production system. There is no possible workaround.

Customer Response System. Except for J5 Products and PAS Products, PPM provides primary access to maintenance and support via PPM’s Customer Response System (hereinafter “CRS”) for Customers who have a valid Software Maintenance Support Agreement. CRS is a web-based system that allows Customers the ability to submit Service CaseCases, perform web queries, and obtain the status of Services Cases anywhere in the world, 24 x 7. General CRS procedures: (a) Service Cases (“Case(s)”): Customer submits a Case into CRS or calls into Support giving a description of the problem. The Customer receives a Case number for the request filed. (b) Case Priority: Customer responses to CRS system describing the case are used to set priority of the Case into one of four priorities: 1-Critical, 2-High, 3-Medium, and 4-Low. 1- Critical: The entire production system is completely inoperable. No users can access and/or utilize the production system. There is no possible workaround.