Common use of Response Criteria Clause in Contracts

Response Criteria. IBM will use commercially reasonable efforts to respond, by telephone, to Service calls from Client within two hours during Prime Shift. IBM's initial response may result in resolution of Client’s request or it will form the basis for determining what additional actions may be required to achieve technical resolution of Client’s request. During Off Shift IBM will use commercially reasonable efforts to respond to Service calls which Client specify to be Client Critical Problems within two hours. Note: Support requests for Client Critical Problems during Off Shift must be reported by a voice call.

Response Criteria. IBM will use commercially reasonable efforts to respond, by telephonetelephone or electronically, to Service calls from Client within two hours during Prime Shift. IBM's initial response may result in resolution of Client’s request or it will form the basis for determining what additional actions may be required to achieve technical resolution of Client’s request. During Off Shift IBM will use commercially reasonable efforts to respond to Service calls which Client specify to be Client Critical Problems client critical problems within two hours. Note: Support requests for Client Critical Problems client critical problems during Off Shift must be reported by a voice call.