Common use of Technical Support Problem Resolution Clause in Contracts

Technical Support Problem Resolution. This service level is similar to the technical support problem response service level described above, except that this service level measures the important element of resolution time (versus response time). This service level measures the resolution time of the table below of a vendor that is providing some sort of support, such as help desk or “how to” support. Severity Description Response Time 1 Multiple customers impacted; critical problems that stop customer from functioning or doing any productive work 2 hours 2 One customer impacted; major problem with severe impact on customer’s business, but does not stop it from functioning 4 hours 3 Minor problem that does not seriously affect service or customer’s business (e.g., installation questions) 24 hours 4 No problem; customer’s business is not impacted; incident may be a request for information 48 hours Follow Up For Severity Level 1 and 2; written email communication updates until resolved Every 1 hour

Technical Support Problem Resolution. This service level is similar to the technical support problem response service level described above, except that this service level measures the important element of resolution time (versus response time). This service level measures the resolution time of the table below of a vendor that is providing some sort of support, such as help desk or “how to” support. Severity Description Response Time 1 Multiple customers impacted; critical problems that stop customer from functioning or doing any 2 hours productive work 2 hours 2 One customer impacted; major problem with severe impact on customer’s business, but does not stop it from functioning 4 hours 3 Minor problem that does not seriously affect service or customer’s business (e.g., installation questions) 24 hours 4 No problem; customer’s business is not impacted; incident may be a request for information 48 hours Follow Up For Severity Level 1 and 2; written email communication updates until resolved Every 1 hour

Technical Support Problem Resolution. This service level is similar to the technical support problem response service level described above, except that this service level measures the important element of resolution time (versus response time). This service level measures the resolution time of the table below of a vendor that is providing some sort of support, such as help desk or “how to” support. Severity Description Response Time 1 Multiple customers impacted; critical problems that 2 hours stop customer from functioning or doing any productive work 2 hours 2 One customer impacted; major problem with severe impact on customer’s business, but does not stop it from functioning 4 hours 3 Minor problem that does not seriously affect service or customer’s business (e.g., installation questions) 24 hours 4 No problem; customer’s business is not impacted; incident may be a request for information 48 hours Follow Up For Severity Level 1 and 2; written email communication updates until resolved Every 1 hour

Technical Support Problem Resolution. This service level is similar to the technical support problem response service level described above, except that this service level measures the important element of resolution time (versus response time). This service level measures the resolution time of the table below of a vendor that is providing some sort of support, such as help desk or “how to” support. Severity Description Response Time 1 Multiple customers impacted; critical problems that stop customer from functioning or doing any productive work 2 hours 2 One customer impacted; major problem with severe impact on customer’s business, but does not stop it from functioning 4 hours 3 Minor problem that does not seriously affect service or customer’s business (e.g., installation questions) 24 hours 4 No problem; customer’s business is not impacted; 48 hours incident may be a request for information 48 hours Follow Up For Severity Level 1 and 2; written email communication updates until resolved Every 1 hour

Technical Support Problem Resolution. This service level is similar to the technical support problem response service level described above, except that this service level measures the important element of resolution time (versus response time). This service level measures the resolution time of the table below of a vendor that is providing some sort of support, such as help desk or “how to” support. Severity Description Response Time 1 Multiple customers impacted; critical problems that stop customer from functioning or doing any productive work 2 hours 2 One customer impacted; major problem with severe 4 hours impact on customer’s business, but does not stop it from functioning 4 hours 3 Minor problem that does not seriously affect service or customer’s business (e.g., installation questions) 24 hours 4 No problem; customer’s business is not impacted; incident may be a request for information 48 hours Follow Up For Severity Level 1 and 2; written email communication updates until resolved Every 1 hour