Error Response Sample Clauses
The Error Response clause defines the procedures and obligations for handling errors that occur during the execution of a contract or service. Typically, this clause outlines how parties should notify each other of errors, the timeframe for responding to such notifications, and the steps required to correct or mitigate the error. For example, it may require a service provider to acknowledge an error report within a certain number of hours and to provide a resolution plan. The core function of this clause is to ensure prompt communication and resolution of issues, thereby minimizing disruption and clarifying responsibilities when errors arise.
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. 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 a Support Case, ▇▇▇▇▇▇ 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 ▇▇▇▇▇▇’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 ▇▇▇▇▇▇'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. 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 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. 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 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. 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. 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. 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 ▇▇▇▇▇▇▇'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, 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”).
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.