Common use of Emergency Technical Support Clause in Contracts

Emergency Technical Support. Riverstone acknowledges that Category 1 and Category 2 Errors should be resolved quickly. During the applicable Warranty Period, Riverstone shall replace any defective Products or correct Errors promptly following receipt of notice from TELLABS, not to exceed the following: . Riverstone shall provide an initial response to Errors reported by TELLABS within [ * ] (Category 1) and within [ * ] (Category 2 and 3) and TELLABS and Riverstone shall promptly agree in good faith to any additional information and documentation that may be required to permit Riverstone to resolve such errors. The error correction period begins after TELLABS has enough information to profile the error and can recreate the error or has access to a facility where the error can be recreated. Initial response is defined as talking to a qualified Level 3 support engineer who initiates trouble-shooting. . Riverstone shall use its best efforts to resolve Category 1 Errors within [ * ] of receipt of notice of such Error. . Riverstone shall use its best efforts to resolve Category 2 Errors within [ * ] of receipt of notice of such Error. . Riverstone shall use its best efforts to resolve Category 3 Errors within [ * ] of receipt of notice of such Error. The prescribed Error correction periods above may be extended by agreement of the Parties, e.g., if resolution of problem requires hardware certification or test, or if resolution represents significant risk to the primary Product functions.