Severity Level Response Time. Check Point agrees to use commercially reasonable efforts to respond to Customer requests based on the Severity of the issue within specified time target(s) per the Support plan, in accordance with the terms of this Agreement.
Severity Level Response Time. Commitments The response times are based on the defined severity levels as follows: Severity Level Response Time Severity 1 A Motorola SSC Technician will make contact with the customer technical representative within one hour of the request for support being logged in the issue management system. Continual effort will be maintained to restore the system or provide a workaround resolution. Response provided 24 x 7. Severity 2 A Motorola SSC Technician will make contact with the customer technical representative within four hours of the request for support being logged at the issue management system. Response provided 8 x 5 on standard business days, which is normally Monday through Friday 8AM to 5PM, excluding US Holidays. Severity 3 A Motorola SSC Technician will make contact with the customer technical representative within the next business day of the request for support being logged at the issue management system. Response provided 8 x 5 on standard business days, which is normally Monday through Friday 8AM to 5PM, excluding US Holidays. Severity 4 A Motorola SSC Technician will make contact with the customer technical representative within the next business day of the request for support being logged at the issue management system. Response provided 8 x 5 on standard business days, which is normally Monday through Friday 8AM to 5PM, excluding US Holidays. Approved by Legal 11-20-09
Severity Level Response Time. Check Point agrees to use commercially reasonable efforts to respond to CCSPs requests based on the Severity of the issue within specified time target(s) per the Support plan, in accordance with the terms of this SLA.
