Issue Response. Acumatica shall use its reasonable commercial efforts to respond to Cases reported by you. The terms and conditions of Acumatica’s Service Level Commitment for responding to reported Issues are published on the Acumatica Support Portal under “Support and SLA policy.” Notwithstanding anything herein to the contrary, Acumatica makes no guarantee that: (i) all Issues will be resolved, (ii) that any version of the Software will be error free, or (iii) it will correct or attempt to correct all Issues. The decision whether to correct any particular Issue shall be made in Acumatica’s sole discretion. The Software is designed to work with certain third party software and in cases where Acumatica has isolated an Issue as being caused by a certain third party product, Acumatica may require that you work with the support personnel of such third party software vendor. In the resolution of certain Cases, you may be required to: (i) provide Acumatica a listing of output and other data, including databases and backup systems, that Acumatica may need in order to reproduce operating conditions similar to those present when the Issue occurred:
Issue Response. For any reported Issue which the Customer gives notice to CGI via one of the acceptable contact methods, CGI will respond with acknowledgement of the Issue and work to resolve the Issue shall commence. Table 3 shows the Issue Response targets that will apply, as noted by Issue Severity. Issue Response Targets defined in this Section 3.D are not subject to Service Penalties.
Issue Response. In the event the Hosted System fails to perform as required by this Agreement (an “Issue”), the following Issue Response Procedure shall apply: Customer will notify Scytl of any identified Issue as soon as possible. Customer will also provide the reasonable availability of a single point of contact to assist Xxxxx in resolving any Issue with the Software. Upon notification of an Issue, Customer and Scytl by mutual agreement in good faith shall classify the severity of the Issue based on the levels detailed in Section 1.2.2. Scytl shall follow up with Customer with a telephone call or email response within 30 minutes upon notification of an Issue, subject to the Issue levels below. During the follow-up telephone or email, Xxxxx shall provide Customer with an initial assessment of the Issue in conjunction with any identified steps for the parties to mitigate the Issue. Severity Response Time Critical Priority 0-30 minutes (during business hours) High Priority Within 2 hours Medium Priority Within 24 hours Low Priority Within 5 working days 1.4.2 Service Details. Scytl’s Software Support and Maintenance Service is divided into different sub-services: Service availability; Planned Maintenance Service and Technical Support; Hosting. Further details are provided below.
Issue Response. Severity Level Response Time Status Update Escalation Resolution Critical 1 hour Every 4 hours Every 8 hours 24 hours Major 2 hours Every 8 hours Every 24 hours 3 days Minor 48 hours NA NA Next release cycle Trivial 72 hours NA NA NA Response time commences when Company reports an incident to Genesys during Genesys’s normal support hours (a “Support Request”), and ends when Genesys contacts Customer to confirm the incident details. Genesys will begin the process of problem determination and resolution at this point. Status reports consist of regular communications to Company either through email or phone, as to the status of the problem. Escalation consists of notifying and ensuring the involvement of each of the following management levels in problem determination and resolution in an escalating manner as follows: (i) Director of Customer Service; (ii) Vice-President of Quality Engineering and Customer Service; and (iii) Senior Vice-President of Global Service Delivery. EXHIBIT D
Issue Response eWorkplace Apps shall use its reasonable commercial efforts to respond to Cases reported by you. The terms and conditions of eWorkplace Apps’s Service Level commitment for responding to reported Issues materially aligns with those provided by Acumatica. Details can be found on Acumatica’s website – Support and SLA Policy. Notwithstanding anything herein to the contrary, eWorkplace Apps makes no guarantee that: (i) all Issues will be resolved,
Issue Response. Cirrus Labs shall use its reasonable commercial efforts to respond to Cases reported by you. The terms and conditions of Cirrus Labs' Service Level Commitment for responding to reported Issues are published on the Cirrus Labs Support Portal under “Priority Support” section. Notwithstanding anything herein to the contrary, Cirrus Labs makes no guarantee that: (i) all Issues will be resolved, (ii) that any version of the Software will be error free, or (iii) it will correct or attempt to correct all Issues. The decision whether to correct any particular Issue shall be made in Cirrus Labs' sole discretion, but Cirrus Labs will discuss with Client when it has taken such decision and the Client can raise reasonable objections and provide further evidence why an Issue should be resolved. The Software is designed to work with certain third party software/services and in cases where Cirrus Labs has isolated an Issue as being caused by a certain third party product, Cirrus Labs may require that you work with the support personnel of such third party software vendor. In the resolution of certain Cases, you may be reasonably required to: (i) provide Cirrus Labs a listing of output and other data, that Cirrus Labs may need in order to reproduce operating conditions similar to those present when the Issue occurred: (ii) assist by eliminating any hardware, operating system software, and application software deficiencies or conflicts; (iii) provide any requested diagnostic information to allow Cirrus Labs to further diagnose the Issue; and (iv) implement recommended corrective or workaround procedure(s).
