Common use of Severity Levels and Response Times Clause in Contracts

Severity Levels and Response Times. For any issue reported or Support request made to Mercatus during the Term of this Agreement, Mercatus will make commercially reasonable efforts to provide an initial response, replicate the issue and resolve such issue or provide support for the request in a timely manner. Each Support request is assigned a priority based on the severity of the support request. The severity is determined by: • Users ability to use the software to execute the intended business function; • The extent to which the User is unable to perform that function; • The impact on the business of not being able to perform that function as well as the standard use of the function as designed by Mercatus. Support request priorities are: • Critical: Production services down or major malfunction resulting in a product inoperative condition. Users are unable to reasonably perform their normal functions. • High: Critical loss of platform functionality or performance resulting in a high number of users unable to perform their normal functions. Major feature/product failure; inconvenient workaround or no workaround exists. The platform is usable but severely limited. • Medium: Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. Minor feature/product failure, a convenient workaround exists/minor performance degradation/not impacting production. • Low: Minor loss of application functionality, product feature requests, how-to questions. The issue consists of "how-to" questions including issues related to one or multiple modules and integration, installation and configuration inquiries, enhancement requests, or documentation questions.