Common use of Priority classes of Support Requests, Reaction Time Clause in Contracts

Priority classes of Support Requests, Reaction Time. (a) The Customer shall classify each Support Request according to the following table and according to the impact/s to its business. If a priority class is not defined by the Customer, it is by default considered to be “Low”. Existing Priority Classes:  Critical This priority is reserved exclusively for situations in which the Customer’s production system is down or the Customer intends to initially start his production system very soon and this issue will prevent the production system to start operations.  High This priority shall be used for situations where there is a severe functionality loss, but the Customer’s production system remains operational and processing can continue.  Medium A functionality error has occurred but processing can still continue, or a non-business critical function is not performing properly.  Low Request for service or information or a problem of minor impact has been identified. (b) All Support Requests having the same priority class are managed in chronological order of receipt. (c) The classification of a Support Request is only binding after SISW’s confirmation of the classification. SISW shall not unreasonably withhold such confirmation. (d) In case the business impact changes while the Support Request is in process, the priority class may be changed only by mutual agreement between the Parties, effective from the time of this mutual agreement, which shall not unreasonably be withheld, provided that the relevant additional facts have been communicated via the agreed means of communication as described herein. (e) SISW shall react to the Customer’s Support Requests within an agreed Reaction Time which depends on the applicable service category: Priority Class Reaction Time Bronze-Support Silver-Support Gold-Support Critical 4 hours 1 hour 1 hour High 8 hours 8 hours 8 hours Medium 2 days 2 days 2 days Low 5 days 5 days 5 days (f) The Reaction Time for Support Requests is counted including only the time of availability according to the selected service category (Bronze, Silver, Gold). This means that hours during which the Support Service is not available within this service category and respective applicable support hours are not counted as a part of the Reaction Time and the Reaction Time will be interrupted and restart with the beginning of the next hour during the defined time frame of availability. In every case, the Reaction Time shall start at the earliest at the time SISW has received the Required Support Information. (g) All Support Requests having the same priority class are managed according to the principle “first in, first out”. (h) For extremely critical situations with material business impact, Technical Support Team is available to receive phone calls. In every case the Customer must then create a new official Service Request throughout the web interface as described further below under “Technical Support Service Website (TSS Website)”.