Phoenix Support of End Users Sample Clauses

Phoenix Support of End Users. Phoenix shall provide Level 2 Support to SNI or, if problems cannot be resolved by working with SNI, SNI End Users. Level 2 Support shall consist of the investigation, resolution, and testing of system-level (i.e. non-user-related) problems which cannot be resolved by Levex 0 Xxxxxxx. Xxxxx 0 XXX xxxsonnel shall escalate such problems to Level 2 Phoenix personnel and shall support Levex 0 xxxsonnel in the resolution of the problem by gathering required information and data from the customer. Problems shall be classified and response times for classifications shall be as follows: a. Critical - Critical problems prevent a customer from conducting normal business operations. Phoenix shall respond to Critical problems within 1 hour. Phoenix will use reasonable efforts to resolve Critical problems within one business day. b. High - High problems have a serious impact on operations, but do not prevent the conduct of business. Phoenix shall respond to High problems within 4 hours. Phoenix will use reasonable efforts to resolve High problems within two business days. c. Medium - Medium problems are inconvenient but do not cause disruptive problems. Phoenix shall respond to Medium problems within one business day. Phoenix will use reasonable efforts to resolve Medium problems within five business days. d. Low - Low problems are cosmetic but not functional. Phoenix shall respond to Low problems within one business day. Phoenix will resolve Low problems as soon as reasonably convenient.
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Related to Phoenix Support of End Users

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