Error Response. Upon 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. Table 3: Global Snowflake Support Hours Snowflake Service Region Standard & Premier Support Business Hours Sev 1 (Premier) Sev 1 (Standard) & Sev 2-4 Excluded Holidays Sev 3-4 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 Table 4: Support Level Entitlements Entitlements Standard Premier 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 II. Service Level Agreement for Premier Support Level
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 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 use • Inability 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 • Feature requests Within 5 business days Once the issue is verified, Vdoo to decide if a fix will be issued in the next quarterly version
Error Response. Upon receipt of a Support Case, Amorphic Support will attempt to determine the Error and assign the applicable Severity Level based on descriptions in Table 1. Amorphic shall use commercially reasonable efforts to meet the Initial Response Time Target for the applicable Severity Level, as measured during in-region Amorphic Support hours set forth in Table 2 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, Amorphic may downgrade the Severity Level by one level. If Amorphic Support’s Severity Level designation is different from that assigned by Customer, Amorphic Support will promptly notify Customer in advance of such designation. If Customer notifies Amorphic Support of a reasonable basis for disagreeing with Amorphic’s designated Security Level, the parties will discuss in an effort to come to a 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. Table 2 Global Amorphic Support Hours Amorphic Service Regions Professional & Enterprise Support Business Hours (Enterprise & Premiere) (Professional & Business ) Excluded Holidays Sev 3-4 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
Error Response. Consistent 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 Response. Error descriptions (each an “Error”), the Error severity levels and corresponding targeted response time per level are each described in the table below. The Targeted Response Times in the table below identify the response times that Innovative will target for the corresponding Error, however, such Targeted Response Times are not guaranteed. Severity Description Target Response Time One - Site Down A major component of the software is in a non-responsive state and severely affects library productivity or operations. A high impact problem that affects the entire library system. Widespread system availability, production system is down 1 hour Two – Critical Any component failure or loss of functionality not covered in Severity 1 that is hindering operations, such as, but not limited to: excessively slow response time, functionality degradation; error messages; backup problems; or issues affecting the use of the module or the data 2 hours Three - High Lesser issues, questions, or items that minimally impact the work flow or require a work around 2 business days; excludes holidays and weekends Four – Routine Issues, questions, or items that don’t impact the work flow. Issues that can easily be scheduled such as an upgrade or patch 4 business days; excludes holidays and weekends
Error Response. In response to an Error Notice, Vendor will follow the process below in accordance with Table 2 (the “Error Response Requirement”, and, collectively with the Availability Requirement, the “Service Levels”). The timelines set forth in Table 2 will be measured from the time that Vendor’s Support team receives an Error Notice. No Support Breach will be deemed to occur in connection with any (a) delays resulting from the unavailability or inaccessibility of Customer or its Designated Contact, (b) failure of Customer or its Designated Contact to reasonably cooperate with Vendor’s provision of Support, or (c) any Error resulting, in whole or in part, from an Exclusion. Further, Customer acknowledges and agrees that the timelines in Table 2 will be inapplicable to any Error with regards to which Customer or its Designated Contact has (i) requested a response from a specific support analyst, or (ii) elected to communicate with Vendor using a means (including e-mail) other than the telephone or web helpdesk, and Customer hereby waives any claim relating to a Support Breach arising in connection with such Errors. Table 2
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 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”).
