Common use of SLA for Support Services Clause in Contracts

SLA for Support Services. 4.3.1. Anchore will make all commercially reasonable attempts to provide an initial response to a Support Services ticket initiated by a Named Contact with the following SLA for the applicable Subscription purchased, based on the following table: Premium Support Standard Support Time Coverage 24 hours per day, 7 days a week 9am-5pm per day (local time of customer) Monday to Friday, Severity One (Urgent) 2 hour 2 business hours Severity Two (High) 4 hours 8 hours Severity Three (Normal) 1 business day 2 business days Severity Four (Low) 2 business days 4 business days

SLA for Support Services. 4.3.1. Anchore will make all commercially reasonable attempts to provide an initial response to a Support Services ticket initiated by a Named Contact with the following SLA for the applicable Subscription purchased, based on the following table: Premium Support Standard Support Time Coverage 24 hours per day, 7 days a week 9am-5pm per day (local time of customer) Monday to Friday, Friday Severity One (Urgent) 2 hour 2 business hours Severity Two (High) 4 hours 8 hours Severity Three (Normal) 1 business day 2 business days Severity Four (Low) 2 business days 4 business days

SLA for Support Services. 4.3.15.3.1. Anchore will make all commercially reasonable attempts to provide an initial response to a Support Services ticket initiated by a Named Contact with the following SLA for the applicable Subscription purchased, based on the following table: Premium Support Standard Support or Federal Premium Basic or Federal Basic Time Coverage 24 hours per day, 7 days a week 9am-5pm per day (local time of customer) Monday to FridayEST or GMT based on Customer specified location), Severity Mon-Fri Priority One (Urgent) 2 hour hours 2 business hours Severity Priority Two (High) 4 hours 8 hours Severity 12 hours Priority Three (Normal) 1 business day 2 business days Severity Priority Four (Low) 2 business days 4 business days

SLA for Support Services. 4.3.1. Anchore will make all commercially reasonable attempts to provide an initial response to a Support Services ticket initiated by a Named Contact with the following SLA for the applicable Subscription purchased, based on the following table: Premium Support Standard Support or Federal Premium Basic or Federal Basic Time Coverage 24 hours per day, 7 days a week 9am-5pm per day (local time of customerEST or GMT based on customer specified location) Monday to Friday, Severity One (Urgent) 2 hour hours 2 business hours Severity Two (High) 4 8 hours 8 12 hours Severity Three (Normal) 1 business day 2 business days Severity Four (Low) 2 business days 4 business days