Oracle’s Obligations Clause Samples
Oracle’s Obligations. Oracle will make available Support Services access during Normal Support Hours for the Customer to report Incidents and receive assistance. On receipt of an Incident report, Oracle shall establish whether there is an Incident for which the Customer is entitled to Support Services under these Support Terms and, if so, shall:
a) Confirm receipt of the Incident report and notify Customer of the Incident case number that both parties must then use in any communications about the Incident.
b) Set a severity level for the Incident based on the criteria set forth herein.
c) Analyze the Incident and verify the existence of the problem.
d) Give the Customer direction and assistance in resolving the Incident pursuant to the terms described herein.
Oracle’s Obligations. Oracle Offshore will make available Support Services access during Normal Support Hours for the Customer to report Incidents and receive assistance. On receipt of an Incident report, Oracle Offshore shall establish whether there is an Incident for which the Customer is entitled to Support Services under these Support Terms and, if so, shall:
a) Confirm receipt of the Incident report and notify Customer of the Incident case number that both parties must then use in any communications about the Incident.
b) Work with Customer to set a severity level for the Incident based on the criteria set forth herein.
c) Analyze the Incident and verify the existence of the problem.
d) Give the Customer direction and assistance in resolving the Incident pursuant to the terms described herein.