Definition of Response. “Response” is defined as contacting the Licensee in response to receipt of a trouble ticket and working with Licensee to solve the problem. Once a trouble ticket has been documented, updates will be provided to the Licensee a minimum of twice a day until a Major Alarm has been resolved or the urgency level associated with the trouble ticket has been downgraded by the Licensee. Company will work diligently to solve all Licensee problems; however, Company cannot provide any guarantee as to when a Major Alarm will be resolved. 8.3
Definition of Response. “Response” is defined as contacting the Licensee in response to receipt of a trouble ticket and working with the Licensee to solve the problem. Once a trouble ticket has been documented, updates will be provided to the Licensee on a reasonable ongoing basis until a Non-Major Alarm is resolved. Custom will work diligently to solve all Licensee problems; however, Custom cannot provide any guarantee as to when a Non-Major Alarm will be resolved. - Response Time for a Non-Major Alarm. o E-support response time – within two (2) business days. o Phone support – within one (1) business day. Access to Data and Computer. On request, Licensee agrees to provide Custom with access to the Software or of data in storage that shows evidence of a programming error. Licensee further agrees to provide Custom with access to Licensee‘s computer and further agrees to provide sufficient computer time to enable Custom to duplicate the problem, determine that it results from the Software, and, after corrective action or replacement has taken place, determine that the problem has been alleviated. Proprietary and Confidential
Definition of Response
