Common use of Initial Response Clause in Contracts

Initial Response. During the term of a fixed-term Maintenance Service Agreement, and upon expiration of any product warranty, Supplier agrees to respond to Ordering Company's request for Support Service called in through Supplier's Call Receipt function as described in the table in Section 10.9 (c) (ii) (E), GENERAL SERVICE DESCRIPTION, within sixty (60) minutes, twenty-four (24) hours a day, seven (7) days a week, for all Severity Levels as reported in the assistance request database. Response time will be validated through the use of the Service Performance Report (SPR). Ordering Company requests which do not go through Supplier's Call Receipt function will be excluded from the Performance Metrics.