Common use of Enterprise Support Service Level Agreement Clause in Contracts

Enterprise Support Service Level Agreement. 5.1 Questionmark will use commercially reasonable efforts to respond to the Designated Contact within the Initial Response Time specified below, based on the Service Incident’s Severity Level as reasonably determined by Questionmark. Red Alert Severity 1 A complete outage of the entire OnDemand Service. Customer is unable to access the OnDemand Service due to such complete outage. Questionmark dedicates all available resources to resolve a Red Alert at the highest level of priority. Red Alert applies during Working Hours (or as part of 24 x 7 support, if purchased for an additional fee). Initial Response Time (by email or call back) is targeted within thirty (30) minutes of Red Alert being invoked by Questionmark, during Working Hours. Maximum Time Between Updates (by email, call back or implementation in the OnDemand Service) is targeted one (1) Working Hour. Questionmark targets informing Customer the OnDemand Service is restored within fifteen (15) minutes of restoration during Working Hours.

Enterprise Support Service Level Agreement. 5.1 Questionmark will use commercially reasonable efforts to respond to the Designated Contact within the Initial Response Time specified below, based on the Service Incident’s Severity Level as reasonably determined by Questionmark. Red Alert Severity 1 A complete outage of the entire OnDemand Service. Customer is unable to access the OnDemand Service due to such complete outage. Questionmark dedicates all available resources to resolve a Red Alert at the highest level of priority. Red Alert applies during Working Hours (or as part of 24 x 7 support, if purchased for an additional fee). Initial Response Time (by email or call back) is targeted within thirty (30) minutes of Red Alert being invoked by Questionmark, during Working Hours. Maximum Time Between Updates (by email, call back or implementation in the OnDemand Service) is targeted one (1) Working Hour. Questionmark targets informing Customer the OnDemand Service is restored within fifteen (15) minutes of restoration during Working Hours.