ERROR PRIORITY LEVELS bookinglab will resolve all Errors reported by customers according to the Priority Level set out in the table below. Priority Levels will be determined by bookinglab in its sole discretion and will be based upon the information provided at the time the Ticket is raised. If Customer is not satisfied with bookinglab classification of the Priority Level, then Customer should discuss the matter with bookinglab Head of Customer Support. Priority Level Business Impact P1 Whole or critical part of the Booking Service is unusable, causing a major business impact. For example: • Complete server outage • An essential component is not available. E.g. the calendar dashboard or customer-facing widget are not loading and therefore the customer’s customers are not able to make bookings • An essential component is completely unusable and the issue is not caused by network problems within the customer’s location • The issue seriously impacts the customer’s customers or serious complaints are raised • The API responds (or fails to) in a manner that renders the Booking Service unusable P2 Important, but not immediately critical part of the Booking Service is unusable, causing some business impact. For example: • A small number of locations are affected within the whole customer’s network • The customer is unable to view standard reports via the back-end user-interface • A Work-Around is present where an issue would otherwise be P1. For example, it is not possible to book via the dashboard but it is possible via the add booking feature • The customers tab is not available • The API responds in a way that prohibits Scheduled Maintenance tasks, such as data upload P3 Small, but not critical part of the Booking Service is unusable or has limited functionality, causing some business impact. For example: • Filters within a widget are not responding as expected • A Work-Around is present where an issue would otherwise be P2 • Some emails are not being received • The API intermittently fails to respond as expected
ERROR PRIORITY LEVELS. Azul shall exercise commercially reasonable efforts to correct any Error reported by Customer in the current unmodified release of the Product in accordance with the priority level reasonably assigned to such Error by Azul.
ERROR PRIORITY LEVELS. Customer will report all Errors to ESO via e-mail (xxxxxxx@xxx.xxx) or by telephone (000-000-0000, option #3). ESO shall exercise commercially reasonable efforts to correct any Error reported by Customer in accordance with the priority level reasonably assigned to such Error by ESO.
ERROR PRIORITY LEVELS. NPI shall exercise commercially reasonable efforts to correct any Error reported by Customer in the current unmodified release of Software in accordance with the priority level reasonably assigned to such Error by NPI. PRIORITY A ERRORS - NPI SHALL PROMPTLY COMMENCE THE FOLLOWING PROCEDURES: (i) ASSIGN NPI ENGINEERS TO CORRECT THE ERROR; (ii) NOTIFY NPI MANAGEMENT THAT SUCH ERRORS HAVE BEEN REPORTED AND OF STEPS BEING TAKEN TO CORRECT SUCH ERROR(S); (iii) PROVIDE CUSTOMER WITH PERIODIC REPORTS ON THE STATUS OF THE CORRECTIONS; AND (iv) INITIATE WORK TO PROVIDE CUSTOMER WITH A WORKAROUND OR FIX. PRIORITY B ERRORS - NPI MAY INCLUDE THE FIX FOR THE ERROR IN THE NEXT MAJOR RELEASE OF THE SOFTWARE. If NPI believes that a problem reported by Customer may not be due to an Error in Software, NPI will so notify Customer. At that time, Customer may (1) instruct NPI to proceed with problem determination at its possible expense as set forth below or (2) instruct NPI that Customer does not wish the problem pursued at its possible expense. If Customer requests that NPI proceed with problem determination at its possible expense and NPI determines that the error was not due to an Error in the Software, Customer shall pay NPI, at NPI's then-current and standard consulting rates, for all work performed in connection with such determination, plus reasonable related expenses incurred therewith. Customer shall not be liable for (i) problem determination or repair to the extent problems are due to Errors in the Software; (ii) work performed under this paragraph in excess of its instructions; or (iii) work performed after Customer has notified NPI that it no longer wishes work on the problem determination to be continued at its possible expense (such notice shall be deemed given when actually received by NPI). If Customer instructs NPI that it does not wish the problem pursued at its possible expense, or if such determination requires effort in excess of Customer's instructions, NPI may, at its sole discretion, elect not to investigate the error with any liability therefor.
ERROR PRIORITY LEVELS. Company shall exercise commercially reasonable efforts to correct any Error reported by Customer in accordance with the priority level assigned to such Error by Company (in Company’s sole discretion). Customer will cooperate with Company to the extent reasonably necessary to facilitate the provision of support and maintenance. Error Priority Level Definition and Scope Measures Priority 1 Errors Error that causes Customer’s use of the Software to be stopped, or so severely impacted that Customer cannot continue use of the Software, e.g., data unavailability, severe performance problems, or network down. (i) assign engineers to correct the Error; (ii) escalate to management if protracted; (iii) provide Customer with periodic reports on the status of the corrections; and (iv) in the case of Software, initiate work to provide a Workaround or Fix or, in the case of Boxes, initiate Hardware Support pursuant to Section 3 below. Priority 2 Errors Error that causes important Software features to be unavailable, but Customer’s use is continuing, e.g., moderate performance problems, intermittent software faults, or network degradation. (i) assign engineers to correct the Error; (ii) provide Customer with periodic reports on the status of the corrections; and (iii) in the case of Software, include a Workaround or Fix for the Error in the next regular Software maintenance release or, in the case of Boxes, initiate Hardware Support pursuant to Section 3. Priority 3 Errors Error that causes less significant Software features to be unavailable or minimal business impact, but Customer’s production use is continuing. (i) assign engineers to correct the Error; (ii) provide Customer with periodic reports on the status of the corrections; and (iii) include a Workaround or Fix in a later major release of the Software if needed. Priority 4 Errors Error that is not a Priority 1 Error, Priority 2 Error, or Priority 3 Error, e.g., request for information or administrative requests. (i) acknowledge Customer’s problem report; and (ii) commence reasonably efforts to correct the Error.
ERROR PRIORITY LEVELS. Panopto will assign all Errors one of three Priority Codes, dependent upon the problems caused by the Error. Panopto may re-assign prioritization levels assigned by Customer in Panopto’s ticketing system to reflect the Error Priority Descriptions set forth below. Priority Codes and Priority Descriptions are as follows: Priority Code Priority Description P1 (High) Mission Critical ● On-Premises Deployment or access to Customer Content unavailable, causing critical impact to business operations ● Includes Customer’s Panopto site unavailable, multiple Authorized Users cannot log in on Customer’s Panopto site, Customer Content is not streaming, processing, or delivering (site-wide) ● No Workaround exists P2 (Medium) High ● On-Premises Deployment available, but aspects of access to Customer Content unavailable and impacting significant aspects of business operations ● No reasonable Workaround exists P3 (Low) General Support ● Any Error that is not a P1 or P2
ERROR PRIORITY LEVELS. Cohesity shall exercise commercially reasonable efforts to correct any Error reported by Customer in the current unmodified release of a Product in accordance with the priority level assigned to such Error by Cohesity (in Cohesity’s sole and absolute discretion). • Priority 1 Errors - Cohesity shall respond within the Initial Response Time and promptly commence the following procedures: (i) assign Cohesity engineers to correct the Error; (ii) notify Cohesity management that such Errors have been reported and of steps being taken to correct such Error(s); (iii) provide Customer with periodic reports on the status of the corrections; and (iv) in the case of Software Products, initiate work to provide Customer with a Workaround or Fix or, in the case of Hardware Products, initiate Hardware Support pursuant to Section 3 below. • Priority 2 Errors - Cohesity shall respond within the Initial Response Time and promptly commence the following procedures: (i) assign Cohesity engineers to correct the Error; (ii) provide Customer with periodic reports on the status of the corrections; and (iii) in the case of Software Products, initiate work to provide Customer with a Workaround or Fix or, in the case of Hardware Products, initiate Hardware Support pursuant to Section 3 below. • Priority 3 Errors - Cohesity shall respond within the Initial Response Time and promptly commence the following procedures: (i) assign Cohesity engineers to correct the Error; (ii) provide Customer with periodic reports on the status of the corrections; and (iii) in the case of Software Products, initiate work to provide Licensee with a Workaround or Fix or, in the case of Hardware Products, initiate Hardware Support pursuant to Section 3 below. • Priority 4 Errors - Cohesity will use reasonable efforts to acknowledge Customer’s problem report and commence reasonable efforts to supply a Fix for the Error. If Cohesity believes that a problem reported by Customer may not be due to an Error, Cohesity will so notify Customer. At that time, Customer may (1) instruct Cohesity to proceed with problem determination at its possible expense as set forth below, or (2) instruct Cohesity that Customer does not wish the problem pursued at its possible expense. If Customer requests that Cohesity proceed with problem determination at its possible expense and Cohesity determines that the error was not due to an Error, Customer shall pay Cohesity, at Cohesity’s then-current and standard consulting rates, for a...
ERROR PRIORITY LEVELS. Errors shall be categorized according to the following priority levels: Priority Level Description Example P1 A service failure, or severe degradation, Service is down and not where Customer is unable to access any accessible by Customer. Covered Service Service is slowed to such a degree that Customer cannot use the service, resulting in consistent service unavailable or similar errors P2 A partial service failure, or mild Customer lacks degradation, where Customer is able to write-access to the Covered access some but not all Covered Service Service (excluding scheduled Downtime); Customer can access the Covered Service, but performance is slow, sometimes resulting in service unavailable or similar errors P3 A minor service impact, where Customer is able to access almost all Covered Service A non-critical impact on Covered Service, such as random inaccessibility of the service P4 Covered Service feature enhancement, where Customer is able to access the Covered Service, but is requesting a service enhancement A feature enhancement request P1 incidents are only applicable to Covered Services running on Customer’s respective “live”/production system. All incidents reported on Customer’s non-production system shall be designated no higher than P2 by default. Priority levels and incident handling depends on the Customer success package purchased (“Basic” or “Premium”) as defined in the next section.
ERROR PRIORITY LEVELS. Palantir shall exercise commercially reasonable efforts to correct any Error reported by Customer in the current unmodified version of the applicable Product in accordance with the priority level reasonably assigned to such Error by Palantir and these terms and conditions. • P0 Errors - Palantir shall promptly commence the following procedures: (i) assigning Palantir engineers or other Palantir-trained personnel to correct the Error(s); (ii) notifying Palantir management that such Errors have been reported and of steps being taken to correct such Error(s); (iii) providing Customer with periodic reports on the status of the corrections; (iv) if appropriate, initiating work to provide Customer with a Fix or Product Update; and (v) if appropriate, providing Palantir engineers or other Palantir-trained personnel onsite at Customer’s facilities. • P1 Errors - Palantir shall promptly commence the following procedures: (i) assigning Palantir engineers or other Palantir-trained personnel to correct the Error; (ii) notifying Palantir management that such Errors have been reported and of steps being taken to correct such Error(s); (iii) providing Customer with periodic reports on the status of the corrections; (iv) if appropriate, initiating work to provide Customer with a Fix or Product Update; and (v) if appropriate, providing Palantir engineers or other trained personnel onsite at Customer’s facilities. • P2 Errors - Palantir may include the Fix for the Error in a Product Update. • P3 Errors - Palantir may include the Fix for the Error in a Product Update.
ERROR PRIORITY LEVELS. Tortuga shall exercise commercially reasonable efforts to correct any Error reported by Licensee in the current unmodified release of Product in accordance with the priority level reasonably assigned to such Error by Tortuga.
