Time to react. CUSTOMER queries are subject to different times to react depending on their se- verity level. The time to react is measured as the period of time between the receipt of a customer query from an AUTHORIZED USER and the point in time at which COMPANY notifies CUSTOMER that its request has been received and is now being processed. The time to react is only measured within the hotline operating hours as defined in section 3 in III. Part of this SLA. If CUSTOMER raises a query with the SUPPORT HOTLINE outside of the hotline operating hours, the query shall only be deemed to have been raised from the time at which the hotline operating hours recommence. Disruptions caused by a PERMITTED SERVICE FAILURE in accordance with number 1. clause
Time to react. CUSTOMER queries are subject to different times to react depending on their se- verity level. The time to react is measured as the period of time between the receipt of a customer query from an AUTHORIZED USER and the point in time at which COMPANY notifies CUSTOMER that its request has been received and is now being processed. The time to react is only measured within the hotline operating hours as defined in section 3 in III. Part of this SLA. If CUSTOMER raises a query with the SUPPORT HOTLINE outside of the hotline operating hours, the query shall only be deemed to have been raised from the time at which the hotline operating hours recommence. Disruptions caused by a PERMITTED SERVICE FAILURE in accordance with number Fehler! Verweisquelle konnte nicht gefunden werden.. clause (3) in I. Part of this SLA shall not trigger a specific time to react. If CUSTOMER’s query does not include full information or is given to misunderstanding and the SUPPORT HOTLINE has to request further information as a result, the time to react shall only begin when COMPANY has obtained full information required to process the query. The following table details the severity levels and respective times in which COMPANY should react: Severity level Description of severity level Time to react 1 Critical disruptions which prevent operation: The CLOUD SERVICE is not accessible or significant func- tions of the MODULES are not working or are so se- verely impaired that CUSTOMER cannot be reasona- ble expected to use it. Examples: • Data has been lost or corrupted; • data processing / data transmission is not possible; • decisive functions are not available, or attempts to use such functions result in the entire CLOUD SERVICE coming to a standstill (i.e. freezing). 1 hour 2 Significant disruptions, which impede operation: Im- portant functions of the MODULES are not working or are severely limited or cannot be used without interrup- tion due to ongoing instability. Examples: • Important entries cannot be made; • important data/functions are not available; • the MODULES can only be used in a severely lim- ited form. 2 hours 3 Minor disruptions: Although application error messages appear or temporary outages occur, CUSTOMER is able to circumvent or avoid them. Examples: • Application error messages lead to insignificant use restrictions; • Disruptions result in additional work or worka- rounds for CUSTOMER. 4 hours
