Common use of Incident Resolution Clause in Contracts

Incident Resolution. Actual response times and resolutions may vary due to issue complexity and priority. For critical impact level and above, CentralSquare provides a continuous resolution effort until the issue is resolved. CentralSquare will make commercially reasonable efforts to resolve Software incidents for live remote based production systems using the following guidelines: Priority Resolution Process Resolution Time Priority 1 Urgent CentralSquare will provide a procedural or configuration workaround or a code correction that allows the Customer to resume live operations on the production system. CentralSquare will work continuously (including after hours) to provide the Customer with a solution that allows the Customer to resume live operations on the production system. CentralSquare will use commercially reasonable efforts to resolve the issue as soon as possible and not later than 24 hours after notification. Priority 2 Critical CentralSquare will provide a procedural or configuration workaround or a code correction that allows the Customer to resume normal operations on the production system. CentralSquare will work to provide the Customer with a solution that allows the Customer to resume normal operations on the production system which may include a fix on the system prior to the next panned commercial release of the applicable CentralSquare product software. Priority 3 Non - Critical CentralSquare will provide a procedural or configuration workaround that allows the Customer to resolve the problem. CentralSquare will work to provide the Customer with a resolution reasonably appropriate to the nature of the case which may include a workaround or code correction in a future release of the software. Priority 3 issues have priority scheduling in a subsequent release. Priority 4 Minor If CentralSquare determines that a reported Minor Priority error requires a code correction, such issues will be addressed in a subsequent release when applicable. CentralSquare will work to provide the Customer with a resolution which may include a workaround or code correction in a future release of the software. Priority 4 issues have no guaranteed resolution time.

Incident Resolution. Actual response times and resolutions may vary due to issue complexity and priority. For critical impact level and above, CentralSquare provides a continuous resolution effort until the issue is resolved. CentralSquare will make commercially reasonable efforts to resolve Software incidents for live remote based production systems using the following guidelines: Priority Resolution Process Resolution Time Priority 1 Urgent CentralSquare will provide a procedural or configuration workaround or a code correction that allows the Customer to resume live operations on the production systemSystem. CentralSquare will work continuously (including after hours) to provide the Customer with a solution that allows the Customer to resume live operations on the production system. CentralSquare will use commercially reasonable efforts to either resolve the issue or provide a resolution plan as soon as possible and not later than 24 twenty-four (24) hours after notification. Priority 2 Critical CentralSquare will provide a procedural or configuration workaround or a code correction that allows the Customer to resume normal operations on the production systemSystem. CentralSquare will work continuously to provide the Customer with a solution that allows the Customer to resume normal operations on the production system which may include System. CentralSquare will either resolve the issue or provide a fix on the system prior to the next panned commercial release of the applicable CentralSquare product softwareresolution plan as soon as possible and not later than thirty-six (36) hours after notification. Priority 3 Non - – Critical CentralSquare will provide a procedural or configuration workaround that allows the Customer to resolve the problem. CentralSquare will work to provide the Customer with a resolution reasonably appropriate to the nature of the case which may include a workaround or code correction in within a future release timeframe that takes into consideration the impact of the softwareissue on the Customer and CentralSquare’s User base. Priority 3 issues have priority scheduling in a subsequent release. Priority 4 Minor If CentralSquare determines that a reported Minor Priority error requires a code correction, such issues will be addressed in a subsequent release when applicable. CentralSquare will work to provide the Customer with a resolution which may include a workaround or code correction in a future release of the software. Priority 4 issues have no guaranteed defined resolution time.

Incident Resolution. Actual response times and resolutions may vary due to issue complexity and priority. For critical impact level and above, CentralSquare provides a continuous resolution effort until the issue is resolved. CentralSquare will make commercially reasonable efforts to resolve Software incidents for live remote based production systems using the following guidelines: Priority Resolution Process Resolution Time: Priority 1 Urgent CentralSquare will provide a procedural or configuration workaround or a code correction that allows the Customer to resume live operations on the production systemSystem. CentralSquare will work continuously (including after hours) to provide the Customer with a solution that allows the Customer to resume live operations on the production system. CentralSquare will use commercially reasonable efforts to either resolve the issue or provide a resolution plan as soon as possible and not later than 24 twenty-four (24) hours after notification. Priority 2 Critical CentralSquare will provide a procedural or configuration workaround or a code correction that allows the Customer to resume normal operations on the production systemSystem. CentralSquare will work continuously to provide the Customer with a solution that allows the Customer to resume normal operations on the production system which may include System. CentralSquare will either resolve the issue or provide a fix on the system prior to the next panned commercial release of the applicable CentralSquare product softwareresolution plan as soon as possible and not later than thirty-six (36) hours after notification. Priority 3 Non - Non– Critical CentralSquare will provide a procedural or configuration workaround that allows the Customer to resolve the problem. CentralSquare will work to provide the Customer with a resolution reasonably appropriate to the nature of the case which may include a workaround or code correction in within a future release timeframe that takes into consideration the impact of the softwareissue on the Customer and CentralSquare’s User base. Priority 3 issues have priority scheduling in a subsequent release. Priority 4 Minor If CentralSquare determines that a reported Minor Priority error requires a code correction, such issues will be addressed in a subsequent release when applicable. CentralSquare will work to provide the Customer with a resolution which may include a workaround or code correction in a future release of the software. Priority 4 issues have no guaranteed defined resolution time.