Common use of Non-Emergency Technical Support Clause in Contracts

Non-Emergency Technical Support. For End User or Reseller problems not deemed by TELLABS to be an emergency, Riverstone will use its best efforts to address and resolve the problems as quickly as practicable during normal business hours. If a particular problem is not resolved within two (2) Business Days following the initial call to Riverstone, technical support managers and engineers for each Party, will discuss and work in good faith to devise and implement a satisfactory resolution. Problems regarded as non-emergencies include: (i) installation and operation problems, i.e. routine questions that can be resolved by following documentation; and (ii) deviations from documentation, omissions and known workarounds, i.e. problems that cannot be resolved by following the documentation or result from reasonable misinterpretation of the documentation.