RESPONSE, PROCESSING AND SOLUTION TIMES. 3.1. Response Time. Depending on the classification of an Error, the following “Response Times” shall apply: Service level Standard Premium 24x7 Error Critical within 4 hours within 2 hours Major within 8 hours within 4 hours Normal within 24 hours within 12 hours Minor within 48 hours within 24 hours Within the Response Time, Xxxxxx will receive a confirmation about receipt of his Error report (“Simple Response”). Response Time is defined as the time elapsed within the Service Times between receipt of the Error report by Exasol and the Simple Response from Exasol by Customer. If Exasol has not received a qualified Error Report, Customer is obliged to provide additional information about the Error. If a VPN connection is available, Exasol will independently retrieve additional information, i.e. log files, in order to start work on fixing the Error as fast as possible.
RESPONSE, PROCESSING AND SOLUTION TIMES
