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Error Response Sample Clauses

Error ResponseUpon receipt of a Support Case, Snowflake Support will attempt to determine the Error and assign the applicable Severity Level based on descriptions in Table 1. Snowflake shall use commercially reasonable efforts to meet the Initial Response Time Target for the applicable Severity Level, as measured during in-region Snowflake Support hours set forth in Table 3 below (such hour(s), “Business Hour(s)” with the total Business Hours in an in-region support day being “Business Day(s)”). If the Customer Contact that submitted the Support Case is unresponsive or unreachable, Snowflake may downgrade the Severity Level by one level. If Snowflake’s Severity Level designation is different from that assigned by Customer, Snowflake will promptly notify Customer in advance of such designation. If Customer notifies Snowflake of a reasonable basis for disagreeing with Snowflake's designated Severity Level, the parties will discuss in an effort to come to mutual agreement. If disagreement remains after discussion, each party will escalate within its organization and use good faith efforts to mutually agree on the appropriate Severity Level. US 24x7x365 6AM-6PM PT Mon-Fri Recognized U.S. Federal Holidays EU 24x7x365 6AM-6PM CE Mon-Fri Recognized EU Bank Holidays Asia Pacific 24x7x365 6AM-6PM AEDT Mon-Fri Recognized APAC Holidays Toll-Free phone access 24x7 N Y Snowflake Lodge (knowledge-base, forums, articles, events, etc.) Y Y Follow-the-Sun Case Management N Y Number of Total Customer Contacts 5 10 Case Escalation N Y
Error Response. The following tables display the targets for initial review and frequency of updates based on severity. The goals for initial review after a problem is first reported are based on the nature and severity of the problem. The technical support specialist makes every attempt to contact the Customer who reported the problem within the response time goals described below. Due to the complex nature of software development and operating environments, Azenta cannot guarantee the time that it will take to resolve a problem. Azenta will make commercially reasonable efforts to resolve problems as expeditiously as possible. ISSUE SEVERITY LEVELS RESPONSE TIMES SEVERITY LEVEL DESCRIPTION INITIAL REVIEW FOLLOW-UP FREQUENCY Severity 1 Critical Critical production issues affecting all users, including system unavailability and data integrity issues with no workaround available. Service is down or unavailable. A critical part of the Subscription Services is unavailable or inaccessible, resulting in total disruption of work or critical business impact. Service crashes or hangs indefinitely causing unacceptable or indefinite delays for resources or response. Data corrupted or lost and must restore from backup. A critical documented feature / function is not available. 4 hours Every 24 hours Severity 2 Major Major functionality is impacted, or significant performance degradation is experienced. Issue is persistent and affects many users and / or major functionality. No reasonable workaround available. Service is operational but highly degraded performance to the point of major impact on usage. Important features of the Software are unavailable with no acceptable workaround; however, operation can continue in a restricted fashion. Access to a third-party application or service provider deemed noncritical is impacted. 8 business hours Every 2 business days Severity 3 Minor System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable. Service is operational but partially degraded for some or all areas, and an acceptable workaround or solution exists. Problem with non-critical feature or functionality. 24 business hours** Upon request Severity 4 Cosmetic Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available. Minor problem not impacting service functionality. Enhancement...
Error Response. Upon receipt of notice of an Error, WeGuide support personnel shall be assigned to the issue and provide the Customer with the acknowledgment that it has received such Error notice (such actions together, a “Response”). WeGuide will provide the Customer with a response to each incident in accordance with the table below. WeGuide will use commercially reasonable efforts to promptly resolve each incident. Actual resolution time will depend on the nature of the incident and the resolution. A resolution may consist of a fix, workaround, or other solution in WeGuide’s reasonable determination.
Error Response. Once a Support Case is created, iplicit will acknowledge the error to Customer and issue a tracking number. The Severity Level of the submitted Support Case is used to determine the target responsetimes listed in the table above. Initially, the Customer may set the Severity Level of a ticket. iplicit reservesthe right to reclassify the Severity Level at any time if iplicit reasonably believes the classification is incorrect. Unless Customer expressly designates the Severity Level, the Support Case will default to a Severity 4Error. All target response times will be as set forth in the table above, and with respect to Severity 3 or Severity 4Errors will commence at the beginning of the next business day for requests for Support Cases that are logged during iplicit non-business hours. If iplicit’s Severity Level designation is different from that assignedby Customer, iplicit will notify Customer of such designation. If Customer notifies iplicit of a reasonable basis for disagreeing with iplicit’s designated Severity Level, the parties will discuss in an effortto come to mutual agreement. If disagreement remains after discussion, each party will escalate within its organization and use good faith efforts to mutually agree on the appropriate Severity Level.
Error ResponseUpon receipt of a Support Case, Xxxxxx will perform an initial diagnosis to attempt to determine the Error and assign the applicable Severity Level based on descriptions in Table 1. All response times shall be as set forth in the table below, and with respect to P3 or P4 Errors will commence at the beginning of the next business day for requests for Support Cases that are logged during non-business hours. If Xxxxxx’s Severity Level designation is different from that assigned by Customer, Apollo will promptly notify Customer in advance of such designation. If Customer notifies Apollo of a reasonable basis for disagreeing with Xxxxxx's designated Severity Level, the parties will discuss in an effort to come to mutual agreement. If disagreement remains after discussion, each party will escalate within its organization and use good faith efforts to mutually agree on the appropriate Severity Level.
Error Response. The severity designation of the issue, including its existence, will be mutually agreed between Company and Customer, according to the severity guidelines below: Severity definition Examples CS Classification & initial response time Customer engagement start time and next step Critical The Software is non-operative or severely impacted so that the Customer cannot reasonably continue to use it • The Platform is not available for useInability to upload binary to the SaaS platform Within 5 business hours Once the issue is verified, continuous customer engagement will start within 12 business hours High The Software functionality is dramatically decreased, resulting high impact to the business use of the platform • Reports are not being complete, or a significant section of the report is missing Within 1 business day Once the issue is verified, continuous customer engagement will start within 1 business day Medium Feature malfunctions that have little or no impact on daily business processes • Data discrepancies between reports • Data export from the platform to other formats Within 3 business days Once the issue is verified, Vdoo to decide if a fix will be issued in the next monthly version Low Incidents having low impact on product functions • General technical questions and requests • Visual bugs Within 5 business days Once the issue is verified, Vdoo to decide if a fix will be issued in • Feature requests the next quarterly version
Error Response. In the event that any error is found in the Software, the Licensor will use its best endeavours to repair such errors or provide alternative operating procedures within two weeks of receipt of diagnostic traces provided by the Licensee as detailed in the User Manual. A LDRA tool suite® ‘error’ means an incorrect processing by the Package of a language-conforming program. A language-conforming program shall be one which satisfies the language listed in the Schedule(s) and as defined in the appropriate language definition as given in the software release notes in the Package. Limitations of the Package are also described in the software release notes. In the event of a dispute concerning the identification of an error, both parties agree to abide by the decision of a mutually acceptable independent assessor.
Error Response. Upon receipt of notice of an Error, CloudBees shall assign appropriate technical personnel to the issue and provide Customer with acknowledgment that it has received such Error notice (such actions together, a “Response”). Unless otherwise set forth in an applicable Order Form, CloudBees will use commercially reasonable efforts to promptly provide Customer with a Response to each case, pursuant to the support level purchased, as specified in the applicable Order Form. CloudBees will use commercially reasonable efforts to promptly resolve each case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a Support Fix or other solution in CloudBees’ reasonable determination.
Error ResponseConsistent with the priorities set forth above, Engage shall use commercially reasonable efforts to address verifiable and reproducible Errors reported by Licensee to Engage so that the Software functions in material conformity with the Documentation and/or erroneous Documentation is corrected. The parties acknowledge that, despite Engage's performance in accordance with this Agreement, not all Errors can or will be remedied. . If Engage is unable by remote telephone support to address an Error as specified above, then Engage, at its sole discretion, may dispatch a software engineer to the site to address the Error using commercially reasonable efforts. Dispatch shall be within twenty four (24) hours after Engage has determined at its sole discretion that telephone assistance is not sufficient. If Licensee requests an on-site Software support visit and Engage determines that the reported problem is not the responsibility of Engage, then Licensee, in addition to reimbursing Engage's expenses, shall be charged for the service call on a time and materials basis plus a surcharge.
Error ResponseUpon receipt of a Support Case, DCC Support will assess the Error based on the information submitted and the definitions in Table 1, and if DCC believes Customer’s Severity Level designation is incorrect, DCC will promptly notify Customer. If Customer then identifies a reasonable basis for disagreeing with the Severity Level proposed by DCC, the Parties each will make a good faith effort to promptly discuss, escalate internally, and mutually agree on the appropriate Severity Level designation. DCC will then use commercially reasonable efforts to meet the Initial Response Time Target set forth in Table 2 above for the applicable Severity Level, as measured during the Support hours set forth in Table 3 below (“Business Hours”, and each day having Business Hours is a “Business Day”).