Technical Support Response. Gogo shall notify American upon identification of a defect and shall track all such defects in a log. Upon being notified of a Critical, Major or Minor problem, Gogo will troubleshoot American’s issue for a reasonable period of time, in any event not less than thirty (30) minutes to determine root cause of any underlying issues. If the issue is the result of a Gogo defect, Gogo will provide engineering and technical support to American or a third party free of charge and correct such defect in accordance with the response times in the grid above. If the issue is a result of any other party’s defect, Gogo will provide reasonable engineering and technical support to American or a third party on a prioritized basis, with American’s prior approval, at a cost of [***] (it being understood that the Parties intend “prioritized basis” to mean that the American incidents to which the foregoing fee will apply will immediately be placed in the first position in Gogo’s queue of engineering and technical support customer incidents, and that resources will be applied thereto on a preferential basis to incidents submitted by other Gogo customers). Gogo may provide such engineering and technical support without American’s prior approval up to the number of hours equivalent to (a) [***] in fees for Critical incidents; (b) [***] in fees for Major incidents; or (c) [***]in fees for Minor incidents (collectively, the “Priority Support Cap”). In the event that the cost of such support is expected to exceed the Priority Support Cap, Gogo (i) shall provide to American as soon as reasonably practicable an estimate of the fees that will be required to resolve any such incident, (ii) shall not incur additional support hours absent American’s approval, and (iii) shall not exceed such estimate without first obtaining an updated approval from American for such excess. Gogo’s support will encompass network, infrastructure and application-level support for the full scope of MVP (excluding network components or other elements that are part of any other Party’s IFEC technology). American Airlines, Inc. and Gogo LLC Confidential and Proprietary Information
Technical Support Response. Xxxxxx responds to technical support requests as follows: The response matrix applies from the time the ticket is received by Xxxxxx, and only applies to Wasabi customers using the paid Premium Support plan
