Client Requests. GAN shall make commercially reasonable efforts to respond to technical service requests and other Client requests within two (2) Business Days (hereinafter defined as any day except any Saturday, Sunday, or public holiday). GAN, in its sole discretion, may assign a Client request a severity level code of “Critical” in which case GAN shall respond within one (1) business hour. A “Critical” code may be assigned by GAN, if and only if, Client’s server/network is down or seriously impacted, or the Client’s data is lost or destroyed and there is no reasonable workaround currently available.
Appears in 3 contracts
Sources: Master Service Agreement, Master Service Agreement, Master Service Agreement