LEVELS OF MAINTENANCE AND SUPPORT. Maintenance and Support is available at the following Response Times: (i) Support Call (Tier 3): response time three (3) hours, patch or work-around next day, fixed or documented in next major product release (ii) Support Call (Tier 2): response time six (6) hours, patch or work-around within five days, fixed or documented in next major product release; (iii) Support Call (Tier 1): one (1) business day, problem documented and input for consideration in next major product release.
LEVELS OF MAINTENANCE AND SUPPORT. IMGIS will exercise its reasonable --------------------------------- efforts, but not less than the level of effort that IMGIS uses for other customers receiving the AdForce Service without payment of additional consideration specifically for purposes of such maintenance and support, to correct errors in the Application Software, other software used to operate the AdForce server complex or the IMGIS servers located on GEOCITIES' site or hardware provided or used by IMGIS to provide the AdForce service at the following Response Times: (i) Support Call (Level 1); response time [***], patch or work-around [***], fixed or documented in [***], (ii) Support Call (Level 2); response time [***], patch or work-around within [***], fixed or documented in [***]; (iii) Support Call (Level 3); [***], problem documented and input for consideration in [***] Confidential Treatment Requested for Redacted Portion ADFORCE/TM/SERVICE GEOCITIES AGREEMENT --------------------------------------------------------------------------------
LEVELS OF MAINTENANCE AND SUPPORT. [MAINTENANCE AND SUPPORT IS AVAILABLE AT THE FOLLOWING RESPONSE TIMES: (I) SUPPORT CALL (PRIORITY 10): ONE (1) HOUR; (II) SUPPORT CALL (PRIORITY 20): TWO (2) HOURS; (III) SUPPORT CALL (PRIORITY 30): FOUR (4) HOURS; AND (IV) SUPPORT CALL (PRIORITY 40): EIGHT (8) HOURS.]
LEVELS OF MAINTENANCE AND SUPPORT. During normal business hours, Licensee shall request support via the Response Center and Contract Procedures. After normal business hours, Licensee shall request support as provided in Section 3 above. SCPDC shall initially acknowledge receipt of a request for support within 15 minutes of SCPDC’s receipt and shall contact Licensee within one hour of receipt. When contacting SCPDC, Licensee shall classify the problem based on the definitions set forth in Section 1 above. SCPDC shall not re-classify the problem without Licensee’s prior approval. Maintenance and Support is available at the following Response Times:
LEVELS OF MAINTENANCE AND SUPPORT. [*] CERTAIN INFORMATION IN THIS EXHIBIT HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS. ADFORCE-TM- Service GeoCities Agreement -------------------------------------------------------------------------------
LEVELS OF MAINTENANCE AND SUPPORT. Maintenance and Support is available at the following Response Times: (i) Support Call (priority 10): one (1) hour, (ii) Support Call (priority 20): two (2) hours; (iii) Support Call (priority 30): four (4) hours; and (iv) Support Call (priority 40): eight (8) hours.
LEVELS OF MAINTENANCE AND SUPPORT. Maintenance and Support are available at the following Response Times:
