Common use of Initial Response Clause in Contracts

Initial Response. During the term of this Agreement, and upon expiration of any Product warranty, Seller agrees to respond to Customer's request for Support Service called in through the Seller's Call Receipt function as described under General Support Services for the Silver and Gold Service Levels within [...***...], twenty-four (24) hours a day, seven (7) days a week, for all Severity Levels reported in the Assistance Request database during the ARM coverage period. Problems may be worked outside of ARM Coverage Period at Customer request and Customer will be billed Seller Time & Material rates. Response time will be validated through the use of the Service Performance Report (SPR) on a quarterly basis. Customer requests which do not go through the Seller's Call Receipt function will be excluded from the Performance Metrics.