Common use of Service Levels for Support Request Clause in Contracts

Service Levels for Support Request. Service Provider will respond to the support request as described in Section 2.4 and will use commercially reasonable efforts to provide a response within the time frame described in the table set forth below. The response time indicates the time from a support request being received by Service Provider via one of the Support Channels defined in Section 2.3 to the receipt of a response by Service Provider that addresses the issue, by either requesting additional information or providing information on the course of action to resolve the support request. Response times are only applicable during Service Hours, excluding public holidays in the country of residence of Service Provider Severity Level Target Response Time Severity 1 Four (4) hours Severity 2 One (1) day Severity 3 Two (2) days Severity 4 Four (4) days

Service Levels for Support Request. Service Provider will respond to the support request as described in Section 2.4 and will use commercially reasonable efforts to provide a response within the time frame described in the table set forth below. The response time indicates the time from a support request being received by Service Provider via one of the Support Channels defined in Section 2.3 to the receipt of a response by Service Provider that addresses the issue, by either requesting additional information or providing information on the course of action to resolve the support request. Response times are only applicable during Service Hours, excluding public holidays in the country of residence of Service Provider Provider. Severity Level Target Response Time Severity 1 Four (4) hours Severity 2 One (1) day Severity 3 Two (2) days Severity 4 Four (4) days

Service Levels for Support Request. Service Provider will respond to the support request as described in Section 2.4 and will use commercially reasonable efforts to provide a response within the time frame described d escribed in the table set forth below. The response time indicates the time from a support request being received by Service Provider via one of the Support Channels defined in Section 2.3 to the receipt of a response by Service Provider that addresses the issue, by either requesting additional information or providing information on the course of action to resolve the support request. Response times are only applicable during Service Hours, excluding public holidays in the country of residence of Service Provider Severity Level Target Response Time Severity 1 Four (4) hours Severity 2 One (1) day Severity 3 Two (2) days Severity 4 Four (4) days

Service Levels for Support Request. Service Provider will respond to the support request as described in Section 2.4 and will use commercially reasonable efforts to provide a response within the time frame described in the table set forth below. The response time indicates the time from a support request being received by Service Provider via one of the Support Channels defined in Section 2.3 to the receipt of a response by Service Provider that addresses the issue, by either requesting additional information or providing information informat ion on the course of action to resolve the support request. Response times are only applicable during Service Hours, excluding public holidays in the country of residence of Service Provider Severity Level Target Response Time Severity 1 Four (4) hours Severity 2 One (1) day Severity 3 Two (2) days Severity 4 Four (4) days