Severity Levels / Response Times and Resolution Times Sample Clauses

Severity Levels / Response Times and Resolution Times. Motorola/Locution will comply with the response times, resolution time and resolution procedures set forth in this section for each of the priority levels of problems described herein. Customer shall assign an initial priority level for each problem reported, either orally or in writing, based on the conditions described below. Motorola/Locution will work with Customer to upgrade or reduce the level of a particular problem to a different priority level, if after examining the problem there is reason to do so. Notwithstanding the foregoing, Motorola/Locution may not upgrade or reduce the level of priority of a particular error to a different priority without Customer’s consent, which consent may not be unreasonably withheld. Priority One Critical Priority One applies if the problem could:  Prevent the accomplishment of an operational or mission essential function, OR  Cause loss of data or data corruption, OR  Causes the interruption of normal operation of other systems, hardware or software preventing the accomplishment of an operational or mission essential function. Response Time  Immediately after notification, if the problem is reported during Regular Hours  Within one hour of notification, if the problem is reported after Regular Hours.  If on-site repair is required, Locution will coordinate the repair with the customer or a local installer within the next business day. Resolution Time  Within 12 hours after the problem is first reported by Customer, if no on-site repair is required.  Within 72 hours, typically, if on-site repair is required. Priority Two Priority Two applies if the problem could:  Adversely affect (but not prevent) the accomplishment of an operational or mission essential function, and no workaround is available, OR  Increase technical risk or increase costs associated with the life cycle and support of the system, and no workaround is available.  Priority Two problems include aborts, but not loss of data or data corruption. Response Time  Within four hours of notification, if the problem is reported during Regular Hours.  Within four hours of the start of the next business day after notification, if the problem is reported after Regular Hours.  If on-site repair is required, Locution will coordinate the repair with the customer or a local installer within the next two business days. Resolution Time  Within three business days after the problem is first reported by Customer, if no on-site repair is required.  Within ...
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Related to Severity Levels / Response Times and Resolution Times

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