TROUBLE REPORT AND RESPONSE TIME Sample Clauses

TROUBLE REPORT AND RESPONSE TIME. 2.1 In the event that Client reports to Company a problem or error that impacts the Services, Company technicians will work on the problem in accordance with the following schedule. Company shall provide to Client current support contact information (email address and phone numbers) for those Company technical support personnel tasked with receiving notices of problems and communicating with Client regarding the resolution of problems. Company will promptly notify Client of any contact updates should it change. Severity 1 (High) Definition: System crash or catastrophic problem that prevents Client or its customers from making an effective use of the Software; Software is unavailable or materially impaired; Problem that causes a loss or corruption of Client Data. Severity 1 problems include, without limitation, the inability to register campers, the inability to save camper registrations, and the inability to charge campers and/or receive payment from campers. Response Time: Company will make an initial response within 1 hour of receiving Client's trouble report. Company will handle Severity 1 problems 24 hours per day, 7 days a week, 365 days per year. Company will make reasonable efforts to provide a fix or work around for Severity 1 problems within 4 hours of receiving Client's trouble report. Severity 2 (Medium) Definition: Client and its customers can make an effective use of the Software, but a problem exists that impairs some of the functionality or operations of the Software; no loss or corruption of Client Data Response Time: Provided that Client's trouble report is received between 8:00 am and 5:00 pm Central Time, Monday to Friday, excluding major holidays ("Company's Business Hours"), Company will make an initial response within 24 hours of receiving Client's trouble report. Company will make reasonable efforts to provide a fix or work around for Severity 2 problems within 3 business days of receiving Client's trouble report. Severity 3 (Low) Definition: General usage question or recommendation for a future enhancement or modification of the Software; issue that has no impact on the quality, performance or functionality of the Software Response Time: Company will make an initial response within 5 business days of receiving Client's trouble report. Severity 3 issues will be dealt with on a case-by-case basis.
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