Common use of TARGET RESPONSE TIME Clause in Contracts

TARGET RESPONSE TIME. A response to a request for Support Services shall consist of receipt of and acknowledgement by Azul of Customer’s request for Support Services (the “First Response”). Azul will use commercially reasonable efforts to provide a First Response within the target SLA response time set forth in the table below. Customer acknowledges that a First Response may not include resolution for all requests for Support Services. However, Customer acknowledges and understands that no software is perfect or error free and that, despite Azul’s commercially reasonable efforts, Azul may not be able to provide answers to or resolve some or all requests for Support Services. Azul makes no promises, guarantees, or assurances of any kind that it will be able to resolve all of Customer’s Support Services requests. Error Type TARGET RESPONSE TIME Priority 1 1 Business Day 1 hour Priority 2 2 Business Days 4 hours Priority 3 2 Business Days 1 Business Day Priority 4 2 Business Days 2 Business Days

TARGET RESPONSE TIME. A response to a request for Support Services shall consist of receipt of and acknowledgement by Azul of Customer’s request for Support Services (the “First Response”). Azul will use commercially reasonable efforts to provide a First Response within the target SLA response time set forth in the table below. Customer acknowledges that a First Response may not include resolution for all requests for Support Services. However, Customer acknowledges and understands that no software is perfect or error free and that, despite Azul’s commercially reasonable efforts, Azul may not be able to provide answers to or resolve some or all requests for Support Services. Azul makes no promises, guarantees, or assurances of any kind that it will be able to resolve all of Customer’s Support Services requests. Error Type TARGET RESPONSE TIME TIME Priority 1 1 Business Day (by email) 1 hour (by telephone) 4 Business Hours (by email) Priority 2 2 Business Days (by email) 4 hours (by telephone) 1 Business Day (by email) Priority 3 2 Business Days (by email) 1 Business Day Priority 4 2 Business Days 2 Business Days

TARGET RESPONSE TIME. A response to a request for Support Services shall consist of receipt of and acknowledgement by Azul of Customer’s 's request for Support Services (the “"First Response”"). Azul will use commercially reasonable efforts to provide a First Response within the target SLA response time set forth in the table below. Customer acknowledges that a First Response may not include resolution for all requests for Support Services. However, Customer acknowledges and understands that no software is perfect or error free and that, despite Azul’s Xxxx's commercially reasonable efforts, Azul Xxxx may not be able to provide answers to or resolve some or all requests for Support Services. Azul Xxxx makes no promises, guarantees, or assurances of any kind that it will be able to resolve all of Customer’s 's Support Services requests. Error Type TARGET RESPONSE TIME Error Type Standard Premium Priority 1 1 Business Day 1 hour Priority 2 2 Business Days 4 hours Priority 3 2 Business Days 1 Business Day Priority 4 2 Business Days 2 Business Days

TARGET RESPONSE TIME. A response to a request for Support Services shall consist of receipt of and acknowledgement by Azul of Customer’s request for Support Services (the “First Response”). Azul will use commercially reasonable efforts to provide a First Response within the target SLA response time set forth in the table below. Customer acknowledges that a First Response may not include resolution for all requests for Support Services. However, Customer acknowledges and understands that no software is perfect or error free and that, despite Azul’s commercially reasonable efforts, Azul may not be able to provide answers to or resolve some or all requests for Support Services. Azul makes no promises, guarantees, or assurances of any kind that it will be able to resolve all of Customer’s Support Services requests. Error Type TARGET RESPONSE TIME Target Response Time Priority 1 1 Business Day 1 hour Priority 2 2 Business Days 4 hours Priority 3 2 Business Days 1 Business Day Priority 4 2 Business Days 2 Business Days