Incident Severity Levels. If Mercury and Global do not agree on the severity level at time of incident, the higher severity level will determine the Response and Restore time defaults detailed in Table 2. After the service is restored, Mercury will, in good faith, consider all information provided by Global and make a final determination of the severity level. • Global will generate a single response for each trouble ticket that is received from Mercury to confirm receipt of the incident notice.
Appears in 2 contracts
Sources: Global Master Service Agreement (Mercury Payment Systems, Inc.), Global Master Service Agreement (Mercury Payment Systems Holdings, Inc.)