Common use of Response Times Clause in Contracts

Response Times. Based on the Customer’s classification of the incident, the Company shall use commercially reasonable efforts to respond to the Customer in the response time shown below, and provide an initial synopsis of the incident within the following timescales: Call Priority Platinum Support Plan Gold Support Plan Response Time Review Time Response Time Review Time Critical 4 business hours 8 business hours 8 business hours 16 business hours High 8 business hours 16 business hours 16 business hours 32 business hours Moderate 12 business hours 24 business hours 24 business hours 48 business hours 4. Support Hours Platinum Support Plan Gold Support Plan 24/7 24/5

Response Times. Based on the Customer’s classification of the incident, the Company shall use commercially reasonable efforts to respond to the Customer in the response time shown below, below and provide an initial synopsis of the incident within the following timescales: Call Priority Platinum Support Plan Gold Support Plan Response Time Review Time Response Time Review Time Critical 4 business hours 8 business hours 8 business hours 16 business hours High 12 business hours 24 business hours 8 business hours 16 business hours 16 business hours 32 business hours Moderate 12 business hours 24 business hours 24 business hours 48 business hours 4. Support Hours Platinum Support Plan Gold Support Plan 24/7 24/5High Moderate