Common use of SLA Clause in Contracts

SLA. The SLA response times specified herein by Incident Priority level are guidelines only and commence from when an Incident is logged with the Support Centre and an incident reference number is given to the Customer. 13.1 For Priority 1 - Incidents placed into the Support queue will be acknowledged by the Support Team within 1 hour. Customer will be updated with a plan for resolution within 1 hour thereafter if the Incident has not already been resolved. 13.2 For Priority 2 - Incidents placed into the Support queue will be acknowledged by the Support Team within 1 hour. Customer will be updated with a plan for resolution within 3 hours thereafter if the Incident has not already been resolved. 13.3 For Priority 3 - Incidents placed into the Support queue will be acknowledged by the Support Team within 2 hours. Customer will be updated with a plan for resolution within 6 hours thereafter if the Incident has not already been resolved.

SLA. 9.1 The SLA response times specified herein by Incident Priority level are guidelines only and commence from when an Incident is logged with the Support Centre and an incident reference number is given to the Customer. 13.1 9.1.1 For Priority 1 - Incidents placed into the Support queue will be acknowledged by the Support Team within 1 hour4 hours. Customer will be updated with a plan for resolution within 1 hour 4 hours thereafter if the Incident has not already been resolved. 13.2 9.1.2 For Priority 2 - Incidents placed into the Support queue will be acknowledged by the Support Team within 1 hour8 hours. Customer will be updated with a plan for resolution within 3 24 hours thereafter if the Incident has not already been resolved. 13.3 9.1.3 For Priority 3 - Incidents placed into the Support queue will be acknowledged by the Support Team within 2 8 hours. Customer will be updated with a plan for resolution within 6 48 hours thereafter if the Incident has not already been resolved.

SLA. The SLA response times specified herein by Incident Priority level are guidelines only and commence from when an Incident is logged with the Support Centre and an incident reference number is given to the Customer. 13.1 For Priority 1 - Incidents placed into the Support queue will be acknowledged by the Support Team within 1 hour4 hours. Customer will be updated with a plan for resolution within 1 hour thereafter business day if the Incident has not already been resolved. 13.2 For Priority 2 - Incidents placed into the Support queue will be acknowledged by the Support Team within 1 hour4 hours. Customer will be updated with a plan for resolution within 3 hours thereafter 2 business days if the Incident has not already been resolved. 13.3 For Priority 3 - Incidents placed into the Support queue will be acknowledged by the Support Team within 2 4 hours. Customer will be updated with a plan for resolution within 6 hours thereafter 3 business days if the Incident has not already been resolved.

SLA. The SLA response times specified herein by Incident Priority level are guidelines only and commence from when an Incident is logged with the Support Centre and an incident reference number is given to the Customer. 13.1 For Priority 1 - Incidents placed into the Support queue will be acknowledged by the Support Team within 1 hour. Customer will be updated with a plan for resolution within 1 hour thereafter if the Incident has not already been resolved. 13.2 For Priority 2 - Incidents placed into the Support queue will be acknowledged by the Support Team within 1 hour. Customer will be updated with a plan for resolution within 3 hours thereafter hoursthereafter if the Incident has not already been resolved. 13.3 For Priority 3 - Incidents placed into the Support queue will be acknowledged by the Support Team within 2 hours. Customer will be updated with a plan for resolution within 6 hours thereafter if the Incident has not already been resolved.