Common use of RESPONSE PROCEDURES AND SUPPORT LEVELS Clause in Contracts

RESPONSE PROCEDURES AND SUPPORT LEVELS. Corillian's response is provided at multiple levels to best match the need of the issues. Corillian will use the appropriate support level to focus attention on the most critical issues first, and will cooperate with Client in coming to agreement on which is the appropriate level of support for a given issue. The following are the four levels of support: LEVEL A: Onsite support for escalated issues that cannot be resolved remotely. LEVEL B: Seven (7) days a week, twenty four (24) hours per day telephone support for Critical / Site Down issues. Response time: 30 minutes.

RESPONSE PROCEDURES AND SUPPORT LEVELS. Corillian's response is provided at multiple levels to best match the need of the issues. Corillian will use the appropriate support level to focus attention on the most critical issues first, and will cooperate with Client Partner in coming to agreement on which is the appropriate level of support for a given issue. The following are the four levels of support: LEVEL A: Onsite support for escalated issues that cannot be resolved remotely. LEVEL B: Seven (7) days a week, twenty four (24) hours per day telephone support for Critical / Site Down issues. Response time: 30 minutes. LEVEL C: Response time: 6 hours.