Common use of Incident Response Clause in Contracts

Incident Response. Incidents are defined as interruptions to existing service and can range in priority from urgent to low depending on the impact to the Customer. CentralSquare will make commercially reasonable efforts to respond to Solutions incidents for live production systems using the following guidelines: Priority Level Impact Description Performance Target Minimum Performance Goal % 1 Urgent An Incident that results in loss of Customer connectivity to all of the Solutions or results in loss, corruption or damage to Customer’s Data. CentralSquare will respond within 1 hour of the issue being reported. 95% 2 Critical An Incident that has an adverse material impact on the performance of the Solutions or materially restricts Customer’s day-to- day operations. CentralSquare will respond within 2 hours of the issue being reported. 95% 3 Non-Critical An Incident that does not result in a failure of the Solutions but a fault exists that restricts the Customer’s use of the Solutions. CentralSquare will respond within 4 hours of the issue being reported. 95% 4 Minor An Incident that does not affect or which has minimal adverse impact on the use of the Solutions. CentralSquare will respond within 24 hours of the issue being reported. 95%