Error Severity Level Description And Resolution Plan Sample Clauses
The 'Error Severity Level Description And Resolution Plan' clause defines how errors or issues are categorized based on their impact and outlines the procedures for addressing each category. Typically, this clause assigns severity levels—such as critical, major, or minor—to different types of errors, and specifies corresponding response times and resolution steps for each level. By establishing clear criteria and response protocols, this clause ensures that issues are prioritized appropriately and resolved efficiently, thereby minimizing disruption and clarifying expectations for both parties.
Error Severity Level Description And Resolution Plan. <Will be applied only if relevant> Errors found in the Custom Software or Ongoing Support provided under this SOW shall be handled in accordance with Section 4.8, “Error Severity Level Description And Resolution Plan,” of the Master Services Agreement.
Error Severity Level Description And Resolution Plan. During the Term of this Agreement and, in addition to Supplier’s warranty, if Software fails to operate in strict conformance with the Specifications, or if the following specified errors (“Error”) occur, Supplier agrees to respond and perform as follows:
Error Severity Level Description And Resolution Plan. The Parties agree that the use of this Section, and/or the use of Section 4.9, Liquidated Damages for Delay in Delivery, may be applied as identified in the related Custom Software development Order. The Parties also agree that this Section 4.8, Error Severity Level Description And Resolution Plan, may apply to OnGoing Support Orders following Warranty.
a. During the term of the applicable Order and, if Software fails to operate in conformance with the Specifications, or if the following specified errors (“Error”) occur, Supplier agrees to respond and perform as follows:
Error Severity Level Description And Resolution Plan i. During the term of the applicable SOW and, if Software fails to operate in conformance with the Specifications, or if the following specified errors (“Error”) occur, Supplier agrees to respond and perform as follows:
Error Severity Level Description And Resolution Plan a. During the term of this Agreement and, in addition to Supplier’s warranty or Maintenance obligations, if Software fails to operate in strict conformance with the Specifications, or if the following specified errors (“Error”) occur, Supplier agrees to respond and perform as follows:
b. In the case of a FATAL or SEVERE IMPACT Error condition, Supplier shall use its best efforts to acknowledge notification of such Error condition within the time frames indicated.
c. Supplier shall correct any and all Errors in the Software in accordance with Error Severity Levels specified above. In addition, at any time during the Error correction or technical support process, AT&T may invoke the below listed escalation procedure:
i. Supplier’s escalation process is to ensure that when a problem is not being resolved in a satisfactory manner, (i) both AT&T and Supplier have a common perception of the nature and criticality of the problem, (ii) the visibility of the problem is raised within Supplier’s organization, and (iii) appropriate Supplier resources are allocated toward solving the problem.
ii. The following escalation process may be invoked by AT&T when an Error, defect, non-conformity or technical support issue has been reported to Supplier, the Error substantially affects AT&T's use of the Software, and Supplier has not yet provided a patch or bypass around the Error.
iii. The escalation processes can be initiated by contacting the next higher management level within Supplier’s organization. Such Supplier designate will work with AT&T's designated contact and management to bring a satisfactory solution to the situation. The effort will be focused on developing an action plan and coordinating whatever Supplier resources are required to meet AT&T's needs as rapidly as possible, within the policy stated above.
iv. During the period of the action plan, regular status update communications will be established between AT&T’s designate and Supplier’s designate.
v. If an action plan cannot be agreed to, or if the action plan fails to provide a satisfactory solution within the time frame defined in the action plan, the problem will be escalated to Supplier’s highest management level.
d. If any FATAL or SEVERE IMPACT Software Error cannot be corrected by Supplier within the indicated timeframes, Supplier shall provide a credit, as liquidated damages and not a penalty, in the amount of [**] per day or a portion thereof, that the FATAL or SEVERE IMPACT Error remains unresolve...
Error Severity Level Description And Resolution Plan. Errors found in the Custom Software or Ongoing Support provided under this Order shall be handled in accordance with Section 4.8, “Error Severity Level Description And Resolution Plan,” of the Master Services Agreement.