Common use of Response and Resolution Time Clause in Contracts

Response and Resolution Time. (09/17) Contractor shall respond to a Maintenance Request from City within the times specified in this Contract. Such Response Times shall be measured from the time the City requests Maintenance. Contractor shall provide Maintenance as outlined in this Section under the Response and Resolution Times set forth for specific priority levels in the table below. Table 8B: Error Response and Resolution Commitments Level Response Time Resolution Time Status Update 1 1 hour 1 Business Day Every 2 hours or as otherwise agreed 2 2 hours 3 Business Days Every 8 hours 3 1 Business Day 10 Business Days or with next Software Upgrade Weekly 4 5 Business Days As mutually agreed As mutually agreed

Response and Resolution Time. (09/1701/19) Contractor shall respond to a Maintenance Request from City within the times specified in this Contract. Such Response Times shall be measured from the time the City requests Maintenance. Contractor shall provide Maintenance as outlined in this Section under the Response and Resolution Times set forth for specific priority levels in the table below. Table 8B7B: Error Defect Response and Resolution Commitments Level Response Time Resolution Time Status Update 1 1 hour 1 Business Day Every 2 hours or as otherwise agreed 2 2 hours 3 Business Days Every 8 hours 3 1 Business Day 10 Business Days or with next Software Upgrade Weekly 4 5 Business Days As mutually agreed As mutually agreed