Determination of Error Severity and Response Times for Customer Hosted Software. 6.1 During the term of this Agreement, End User may submit a report to Vocera specifying Errors in the Software which End User requests to have corrected. “Error” means a verifiable and reproducible failure of the Software to conform in a material respect to the Documentation. When an Error has been identified through Vocera Technical Support, Vocera and End User will agree to the Severity Level of the Error and associated Vocera response times and resolution process as defined in the tables below: Severity Level Description Response Times and Error Resolution Severity 1: Emergency Severity 1 means End User’s use of the Software with the Authorized Client Devices has completely shut down, or is suffering such loss of critical functionality that an entire department or site is unable to Provided End User reports the issue via telephone through Vocera’s Telephone Support Numbers, Vocera will contact End User within 1 hour* of receipt of notice of the Incident to collect information and to work with End User’s Designated Support Contact to attempt to restore usage of the Vocera Software. Restoration of the Vocera Software may require changes to End User’s Operating Severity Level Description Response Times and Error Resolution utilize the Vocera Software, and no work-around is available. Environment or network configuration, and may involve loss of data. If Vocera determines that the outage is due to an Error in Vocera Software, Vocera will engage our development staff to attempt a fix in the next available service pack and/or build update. If the Error in Vocera Software is causing repeated outages and no workaround is available, Vocera will engage our Engineering staff to attempt to deliver an emergency fix on a mutually agreeable timetable. For Severity 1 Incidents, both End User and Vocera will dedicate appropriate technical resources and provide continuous effort until basic Vocera system functionality is restored or the problem is isolated to a third party component (i.e. PBX, MDM, server, network etc.). Severity 2: Time-Critical Severity 2 means the Vocera Software is functioning inconsistently and with limited capabilities significantly impairing End User’s usage and productivity, e.g. loss of certain administrative or reporting functions or Authorized Client Device features impacting multiple users, with no work- around available. Vocera will contact End User within 4 hours* of receipt of notice of the Incident to collect information and to work with End User’s Designated Support Contact to attempt to restore the functionality of End User’s Vocera Software. Resolution may require shutting down the Vocera Software, or may require changes to End User’s Operating Environment or network configuration. If Vocera determines that the loss of functionality is due to an error in the Vocera Software, Vocera will engage our development staff to attempt to provide a fix in the next available service pack and/or build update. Severity 3: Standard Severity 3 means that individual components of the Vocera Software are functioning inconsistently and End User’s usage and productivity are slightly impaired, but End User can reasonably work around such inconsistency or impairment. Severity 3 Incidents include issues with administrative or reporting functions, and other issues impacting individual users or Authorized Client Devices (including RMA requests for Voice Communications Systems). Vocera will contact End User within 24 hours of receipt of notice of the Incident to collect information and to work with End User’s Designated Support Contact to verify the problem. * For Standard Support Offerings, Response Times will be measured during the time periods in which such Standard Support is available. For example, if a Severity 2 Error is reported to Vocera at 3pm, Vocera will respond to the Designated Support Contact by 11 am the following Business Day. Severity Level Description Vocera Hosted Services Operational Action Time Severity 1 Vocera Hosted Service outage for multiple End Users or degradation of critical functionality such that all Vocera Hosted End Users are unable to effectively use the service. Vocera Operations team will begin working on reported issues within 15 minutes of receipt of notice Severity 2 Vocera Hosted Service outage for one End User only or degradation of critical functionality such that multiple End Users are unable to effectively use the service. Vocera Operations team will begin working on reported issues within 45 minutes of receipt of notice Severity 3 Degradation of critical functionality such that one End User is unable to effectively use the service. Vocera Operations team will begin working on reported issues within 120 minutes of receipt of notice Severity 4 Vocera Hosted Service outage or degradation such that a single Vocera User is affected. Vocera Operations team will begin working on reported issues within 8 hours of receipt of notice
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Samples: Master Purchase Agreement, Master Purchase Agreement, Master Purchase Agreement
Determination of Error Severity and Response Times for Customer Hosted Software. 6.1 During the term of this Agreement, End User may submit a report to Vocera specifying Errors in the Software which End User requests to have corrected. “Error” means a verifiable and reproducible failure of the Software to conform in a material respect to the Documentation. When an Error has been identified through Vocera Technical Support, Vocera and End User will agree to the Severity Level of the Error and associated Vocera response times and resolution process as defined in the tables below: Severity Level Description Response Times and Error Resolution Severity 1: Emergency Severity 1 means End User’s use of the Software with the Authorized Client Devices has completely shut down, or is suffering such loss of critical functionality that an entire department or site is unable to utilize the Vocera Software, and no work-around is available. Provided End User reports the issue via telephone through Vocera’s Telephone Support Numbers, Vocera will contact End User within 1 hour* of receipt of notice of the Incident to collect information and to work with End User’s Designated Support Contact to attempt to restore usage of the Vocera Software. Restoration of the Vocera Software may require changes to End User’s Operating Severity Level Description Response Times and Error Resolution utilize the Vocera Software, and no work-around is available. Environment or network configuration, and may involve loss of data. If Vocera determines that the outage is due to an Error in Vocera Software, Vocera will engage our development staff to Severity Level Description Response Times and Error Resolution attempt a fix in the next available service pack and/or build update. If the Error in Vocera Software is causing repeated outages and no workaround is available, Vocera will engage our Engineering staff to attempt to deliver an emergency fix on a mutually agreeable timetable. For Severity 1 Incidents, both End User and Vocera will dedicate appropriate technical resources and provide continuous effort until basic Vocera system functionality is restored or the problem is isolated to a third party component (i.e. PBX, MDM, server, network etc.). Severity 2: Time-Critical Severity 2 means the Vocera Software is functioning inconsistently and with limited capabilities significantly impairing End User’s usage and productivity, e.g. loss of certain administrative or reporting functions or Authorized Client Device features impacting multiple users, with no work- around available. Vocera will contact End User within 4 hours* of receipt of notice of the Incident to collect information and to work with End User’s Designated Support Contact to attempt to restore the functionality of End User’s Vocera Software. Resolution may require shutting down the Vocera Software, or may require changes to End User’s Operating Environment or network configuration. If Vocera determines that the loss of functionality is due to an error in the Vocera Software, Vocera will engage our development staff to attempt to provide a fix in the next available service pack and/or build update. Severity 3: Standard Severity 3 means that individual components of the Vocera Software are functioning inconsistently and End User’s usage and productivity are slightly impaired, but End User can reasonably work around such inconsistency or impairment. Severity 3 Incidents include issues with administrative or reporting functions, and other issues impacting individual users or Authorized Client Devices (including RMA requests for Voice Communications Systems). Vocera will contact End User within 24 hours of receipt of notice of the Incident to collect information and to work with End User’s Designated Support Contact to verify the problem. * For Standard Support Offerings, Response Times will be measured during the time periods in which such Standard Support is available. For example, if a Severity 2 Error is reported to Vocera at 3pm, Vocera will respond to the Designated Support Contact by 11 am the following Business Day. Severity Level Description Vocera Hosted Services Operational Action Time Severity 1 Vocera Hosted Service outage for multiple End Users or degradation of critical functionality such that all Vocera Hosted End Users are unable to effectively use the service. Vocera Operations team will begin working on reported issues within 15 minutes of receipt of notice Severity 2 Vocera Hosted Service outage for one End User only or degradation of critical functionality such that multiple End Users are unable to effectively use the service. Vocera Operations team will begin working on reported issues within 45 minutes of receipt of notice Severity 3 Degradation of critical functionality such that one End User is unable to effectively use the service. Vocera Operations team will begin working on reported issues within 120 minutes of receipt of notice Severity 4 Vocera Hosted Service outage or degradation such that a single Vocera User is affected. Vocera Operations team will begin working on reported issues within 8 hours of receipt of notice
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