Response Times and Commitments. Xxxxxx attempts to respond to and resolve all issues in a timely manner, however issues impacting Customer’s production systems take priority and are classified by Severity Level in accordance with the following:
1 – Urgent Production system Defect that prevents business critical work from being done, no Workaround exists, and Defect impacts most Users; Defect causes a material loss of Customer Data in production system; or Security-related Defect. 1 Business Hour Business Hour triage with daily status updates (M-F); Immediate and continuous effort within business hours to resolve the Defect or provide a Workaround;
2 – High Production system Defect that prevents business critical work from being done and a Workaround exists; or Defect violates the material specifications in the Documentation and impacts Customer’s production system. 4 Business Hours Business Hour triage with regular status updates (M-F); Upland shall use reasonable efforts to resolve the Defect as rapidly as practical, but no later than the next Update after reproduction of the Defect.
3 – Normal All other Defects. 1 Business Day Business Hour triage with regular status updates (M-F); Defects shall be addressed in Upland’s normal Update
Response Times and Commitments. Xxxxxx attempts to respond to and resolve all issues in a timely manner, however issues impacting Customer’s production systems take priority and are classified by Severity Level in accordance with the following: Cloud Incident (“Outage”) Upland’s cloud service is unavailable and/or inaccessible for all Users. 1 Hour (24/7/365) (24/7/365) triage with hourly status updates; Immediate and continuous effort to restore service;
1 – Urgent Production system Defect that prevents business critical work from being done, no Workaround exists, and Defect impacts most Users; Defect causes a material loss of Customer Data in production system; or Security-related Defect. 1 Business Hour Business Hour triage with daily status updates (M-F); Immediate and continuous effort within business hours to resolve the Defect or provide a Workaround;
2 – High Production system Defect that prevents business critical work from being done and a Workaround exists; or Defect violates the material specifications in the Documentation and impacts Customer’s production system. 4 Business Hours Business Hour triage with regular status updates (M-F); Upland shall use reasonable efforts to resolve the Defect as rapidly as practical, but no later than the next Update after reproduction of the Defect.
3 – Normal All other Defects. 1 Business Day Business Hour triage with regular status updates (M-F); Defects shall be addressed in Upland’s normal Update
Response Times and Commitments. Upland attempts to respond to and resolve all issues in a timely manner, however issues impacting our customers’ production systems take priority and are classified according to the definitions set forth in the chart below: Urgent (Outage) Upland cloud service is unavailable 1 Hour (24/7/365) Immediate and continuous effort to restore service; Hourly status updates; Xxxxxx (Business Critical) Production system Defect that prevents business critical work from being done and no workaround exists; Defect causes a material loss of data in production system; Security related Defect; 1 Business Hour Immediate and continuous effort to resolve the Defect or provide a workaround; Daily status updates until the Defect is resolved or a workaround is provided; High Production system Defect that prevents business critical work from being done and a workaround exists; Defect violates the material specifications in the documentation and impacts Customer’s production system 4 Business Hours Upland will use reasonable efforts to resolve the Defect as rapidly as practical, but no later than the next Update after reproduction of the Defect. Normal All other Defects 1 Business Day Defects will be addressed in Upland’s normal Update
