MAINTENANCE AND SUPPORT SERVICES PRIORITY LEVELS. Upon request for Maintenance and Support Services where the issues being experienced by the Customer are identified as a Software Error, Customer and DI will mutually agree on the severity level of the Software Error. DI will respond to issues with the Software according to the following schedule:
a) Critical Priority Software Error:
i) Critical Priority Software Errors must be reported via telephone.
ii) DI will acknowledge Critical Priority Software Errors within one (1) hour of the initial contact via telephone and commence working towards a resolution at that time.
MAINTENANCE AND SUPPORT SERVICES PRIORITY LEVELS. Upon request for Maintenance and Support Services where the issues being experienced by the Customer are identified as a Software Error, Customer and DI will mutually agree on the severity level of the Software Error. DI will respond to issues with the Software according to the following schedule:
