Support Services Response Timeline. Babel shall use commercially reasonable best efforts to attempt to resolve any Errors within the response times set forth below. Problem Categor Y Category: Critical Category: Urgent Category: Standard or Base Severity Software is inoperative or displays errors that have a critical business impact and loss of business or service, and no Workaround is Software, or Software with Workaround, displays errors that have significant business impact but does not cause loss of business or service. Software displays errors that have minimal business impact or minor loss of service. available Response Objective s 4 hours during a Business Day respond by phone or email 1 Business Day respond by phone or email 3 Business Days respond by phone or email Status Reporting Objective s Daily Daily When scheduled for inclusion in software release Resolutio n Objective 2 Business Days 5 Business Days Next product release Resolutio n Deliverab le Hot Fix or Workaround to be delivered to Customer Hot Fix or Workaround to be delivered to Customer Release date for Update release in which the error is solved Permane nt Resolutio n Objective Next product release Next product release Next product release These Terms and Conditions set forth herein (“Services Agreement”) shall apply to Professional Services
Support Services Response Timeline. S365 shall use commercially reasonable efforts to attempt to resolve any Bugs within the response times set forth below.
