Incident Commitment Clause Samples

Incident Commitment. All Incidents are assigned a unique case reference number and categorised by severity according to the following definitions: Definition Critical production issue affecting all users, including infrastructure failure, Solution unavailability or data integrity issues with no work- around available. Response The Company will respond within 1 (one) hour, emergency support will be in English. Service level commitment The Company will provide continuous support during Support Hours until a resolution has been provided or a work-around implemented. Definition A severe business impact affecting many users, limiting the usage of one or more major functions of the Solution or causing performance degradation. The Solution is operational, but restricted. Response The Company will respond within 2 (two) Support Hours. Service level commitment The Company will provide continuous support during Support Hours until a resolution has been provided or a work-around implemented. If the problem is determined to be a Defect and a Patch is required, this will be progressed during the working hours of the assigned development centre, located in EMEA. Definition The Solution is operational, but there are functional limitations or errors that are not critical for daily business. Response The Company will respond within 1 (one) Support Day. Service level commitment The Company will work during Support Hours until a resolution has been provided or a work-around implemented. If the problem is determined to be a Defect, it will be targeted for correction in the next available Release. Definition Minor Incident affecting a small number of users, technical inquiry or ‘how to’ question relating to Solution functionality. Response The Company will respond within 2 (two) Support Days. Service level commitment The Company will work during Support Hours until a resolution has been provided or a work-around implemented. If the problem is determined to be a Defect, this will be considered for correction in a future Release.