Common use of Support Requests Clause in Contracts

Support Requests. The University will classify its requests for Service Error corrections in accordance with the descriptions set forth in the chart below (each a “Support Request”). The University Service Manager will notify Supplier of Support Requests by email, telephone or such other means as the parties may hereafter agree to in writing. Critical Service Error • Issue affecting entire system or single critical production function; • System down or operating in materially degraded state; • Data integrity at risk; or • Declared a Critical Support Request by the University and confirmed by Supplier; High Service Error • Primary component failure that materially impairs its performance; or • Data entry or access is materially impaired on a limited basis. • User interface portions of the Services are not compliant with Section 11 of the Agreement. Medium Service Error • Services is operating with minor issues that can be addressed with an acceptable (as determined by the University) temporary work around. Low Service Error • Request for assistance, information, or services that are routine in nature.

Support Requests. The University will classify its requests for Service Error corrections in accordance with the descriptions set forth in the chart below (each a “Support Request”). The University Service Manager will notify Supplier of Support Requests by email, telephone or such other means as the parties may hereafter agree to in writing. Critical Service Error •  Issue affecting entire system or single critical production function; •  System down or operating in materially degraded state; •  Data integrity at risk; or •  Declared a Critical Support Request by the University and confirmed by Supplier; High Service Error •  Primary component failure that materially impairs its performance; or •  Data entry or access is materially impaired on a limited basis. •  User interface portions of the Services are not compliant with Section 11 of the Agreement. Medium Service Error •  Services is operating with minor issues that can be addressed with an acceptable (as determined by the University) temporary work around. Low Service Error •  Request for assistance, information, or services that are routine in nature.