Common use of Response and Resolution Targets Clause in Contracts

Response and Resolution Targets. Sensus Technical Support will make every reasonable effort to meet the following response and resolution targets: Severity Standard Target Response Standard Target Resolution Resolution (one or more of the following) 1 30 Minutes Immediately assign trained and qualified Services Staff to correct the error on an expedited basis. Provide ongoing communication on the status of a correction. • Satisfactory workaround is provided. • Program patch is provided. • Fix incorporated into future release. • Fix or workaround incorporated into the Support Knowledge Base. 2 4 hours Assign trained and qualified Services Staff to correct the error. Provide communication as updates occur. • Satisfactory workaround is provided. • Program patch is provided. • Fix incorporated into future release. • Fix or workaround incorporated into the Support Knowledge Base. 3 1 Business Day 90 business days • Answer to question is provided. • Satisfactory workaround is provided. • Fix or workaround incorporated into the Support Knowledge Base. • Fix incorporated into future release. 4 2 Business Days 12 months • Answer to question is provided. • Fix or workaround incorporated into the Support Knowledge Base.

Response and Resolution Targets. Sensus Technical Support will make every reasonable effort to meet the following response and resolution targets: Severity Standard Target Response Standard Target Resolution Resolution (one or more of the following) 1 30 Minutes Immediately assign trained and qualified Services Staff to correct the error on an expedited basis. Provide ongoing communication on the status of a correction. •  Satisfactory workaround is provided. •  Program patch is provided. •  Fix incorporated into future release. •  Fix or workaround incorporated into the Support Knowledge Base. 2 4 hours Assign trained and qualified Services Staff to correct the error. Provide communication as updates occur. •  Satisfactory workaround is provided. •  Program patch is provided. •  Fix incorporated into future release. •  Fix or workaround incorporated into the Support Knowledge Base. 3 1 Business Day 90 business days •  Answer to question is provided. •  Satisfactory workaround is provided. •  Fix or workaround incorporated into the Support Knowledge Base. •  Fix incorporated into future release. 4 2 Business Days 12 months •  Answer to question is provided. •  Fix or workaround incorporated into the Support Knowledge Base.