Software Defect Resolution. DataVox shall use its best commercial efforts to troubleshoot software issues that may arise during the project. If a software issue is determined to be a software defect (previously documented or newly discovered), resolution of said issue is expressly outside of the scope of work. Issues of this kind do not constitute a valid reason for non‐payment in full. It is the responsibility of the customer and software manufacturer to resolve the issue. Should the Customer want DataVox to be involved in the process to downgrade, update, upgrade and/or test software releases, the Customer may authorize the out of scope expenses using the standard project change request process.
Software Defect Resolution. In the event the Licensee encounters a defect in the Services, an authorized Technical Contact Person from the Licensee will submit the description of the defect to the ChildPlus Technical Support Department in writing, via fax or e-mail along with screenshots, a step-by-step procedure to recreate the issue, and any other information that will help ChildPlus troubleshoot the issue. ChildPlus will evaluate the reported issue and will make its best efforts to respond as follows: • Critical Service Defect resulting in an outage condition: Immediate response to restore service. • Major Service Defect resulting in the loss of a major application function: Provide resolution or acceptable work-around procedure within one to two (1-2) business days • Minor Service Defect resulting in an inconvenience to the User, but no loss of critical function: Provide resolution in the next regularly scheduled maintenance release. • Service Issue that has no operational impact to the User: Will consider implementing as time and budget permit.
