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. 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 Amorphic Subscriptions: Freemium, Bronze, Silver & Gold Basic Bronze and Silver Gold US No TAC Support 9AM-5PM Mon-Fri Excluding US Recognized Banking Holidays 24x7x365 EMEA No TAC Support 9AM-5PM Mon-Fri Excluding EU Recognized Bank Holidays 24x7x365 ASEAN No TAC Support 9AM-5PM Mon-Fri Excluding ASEAN Recognized Holidays 24x7x365
Error Response. Upon receipt of a Support Case, Virtana Support will perform an initial diagnosis to attempt to determine the Error and assign the applicable priority level (“Priority Level”) based on descriptions in Table 1. All target response times (“Initial Response Time”) shall be as set forth in the table below. If Customer notifies Virtana of a reasonable basis for disagreeing with Xxxxxxx's designated Priority 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 Priority Level.
Error Response. Upon receipt of a Support Case, Joinder Support will attempt to determine the Error and assign the applicable Severity Level based on descriptions in Table 1. Joinder shall use commercially reasonable efforts to meet the Initial Response Time Target for the applicable Severity Level, as measured during in-region Joinder 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, Joinder may downgrade the Severity Level by one level. Joinder will promptly notify Customer of such designation. If Customer notifies Xxxxxxx of a reasonable basis for disagreeing with Xxxxxxx'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: Joinder Service Region Sev 1 (Premium) Sev 1-4 (Standard) Sev 2-4 (Premium) North America 24x7x365 6AM-6PM PT Mon-Fri EU 24x7x365 6AM-6PM CE Mon-Fri Entitlements Standard Premium Toll-Free phone access 24x7 N Y Joinder Support Home (knowledge base), 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. 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 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.
