Common use of Issue Classification Clause in Contracts

Issue Classification. Upon receipt of any notification to Provider via the Service Desk that an Incident exists (each an “Incident Notification”), Provider shall promptly notify the applicable Recipient Party of such Incident Notification, and such Recipient Party shall assess and assign the classification of the Incident in accordance with the table below. Provider shall communicate with the applicable Recipient Party regarding the Incident and provide a Resolution to the Incident in accordance with this Section 5. Resolution steps may include, without limitation, checking against known errors or problems so that previously identified workarounds, error corrections and other resolutions can be quickly implemented, following documented procedures (including the Disaster Recovery Plan, if applicable) to correct the Incident or dispatching the Incident to an appropriate third Person for resolution. Provider’s responsibility to provide Support to each Recipient Party and End Customers receiving or using Services under this Agreement commences upon the receipt of any Incident Notification. If, during the Term, a Recipient Party’s own Personnel or help desk is contacted by any End Customer with a request for assistance with an Incident regarding the Services or operation of the Platform, the applicable Recipient Party will forward such inquiry to Provider’s Service Desk, which forwarded request shall constitute an Incident Notification for the purposes of this Schedule 4.1. Table 4.4 Priority Level Definition Response Times Resolution Times Emergency a. An Incident affecting the Critical Business Functions with impact to greater than 30% of a Recipient Party’s End Customers Within thirty (30) minutes after receipt of report of Incident or discovery of Incident through Provider’s monitoring system; Provide on-going status reports every two (2) hours thereafter Within six (6) hours after receipt of report of Incident or discovery of Incident through Provider’s monitoring system High An Incident affecting the Critical Business Functions with impact to over 15% but no more than 30% of a Recipient Party’s End Customers Within two (2) hours after receipt of report or discovery of Incident through Provider’s monitoring system; Provide on-going status reports every four (4) hours thereafter Within three (3) Business Days after receipt of report or discovery of Incident through Provider’s monitoring system Medium An Incident affecting the Critical Business Functions with impact to less than 15% of a Recipient Party’s End Customers; or An Incident affecting the Non-Critical Business Functions with impact to greater than 80% of a Recipient Party’s End Customers Within five (5) hours after receipt of report or discovery of an Incident through Provider’s monitoring system; Provide on-going status reports every one (1) Business Day thereafter Within six (6) Business Days after receipt of report or discovery of Incident through Provider’s monitoring system Low An Incident affecting the Non-Critical Business Functions with impact to no more than 80% of a Recipient Party’s End Customers Within one (1) Business Day after receipt of report or discovery of the Incident through Provider’s monitoring system; Provide on-going status reports every two (2) Business Days thereafter Within ten (10) Business Days after receipt of report or discovery of the Incident through Provider’s monitoring system Notwithstanding the applicable Recipient Party’s initial classification of any Incident in accordance with the table above, if the Provider disagrees with the classification of any Incident made by such Recipient Party following an Incident Notification, upon Provider’s request, each of Provider’s and the applicable Service Recipient’s Primary Contacts will discuss in good faith the appropriate Incident classification and, upon agreement of the Parties, such Incident classification (and the Support related to such Incident as provided by Provider) shall be adjusted accordingly. If the Parties are unable to agree on the appropriate Incident classification, the applicable Incident shall be escalated in accordance with Section 4.5.2 below.

Issue Classification. Upon receipt of any notification to Provider via the Service Desk that an Incident exists (each an “Incident Notification”), Provider shall promptly notify the applicable Recipient Party of such Incident Notification, and such Recipient Party shall assess and assign the classification of the Incident in accordance with the table below. Provider shall communicate with the applicable Recipient Party regarding the Incident and provide a Resolution to the Incident in accordance with this Section 54 of this Schedule 4.1. Resolution steps may include, without limitation, checking against known errors or problems so that previously identified workarounds, error corrections and other resolutions can be quickly implemented, following documented procedures (including the Disaster Recovery Plan, if applicable) to correct the Incident or dispatching the Incident to an appropriate third Person for resolution. Provider’s responsibility to provide Support to each Recipient Party and End Customers receiving or using Services under this Agreement commences upon the receipt of any Incident Notification. If, during the Term, a Recipient Party’s own Personnel or help desk is contacted by any End Customer with a request for assistance with an Incident regarding the Services or operation of the Platform, the applicable Recipient Party will forward such inquiry to Provider’s Service Desk, which forwarded request shall constitute an Incident Notification for the purposes of this Schedule 4.1. Table 4.4 Priority Level Definition Response Times Resolution Times ​ ​ ​ ​ Emergency a. An Incident affecting the Critical Business Functions with impact to greater than 30% of a Recipient Party’s End Customers Within thirty (30) minutes after receipt of report of Incident or discovery of Incident through Provider’s monitoring system; Provide on-going status reports every two (2) hours thereafter Within six (6) hours after receipt of report of Incident or discovery of Incident through Provider’s monitoring system High An Incident affecting the Critical Business Functions with impact to over 15% but no more than 30% of a Recipient Party’s End Customers Within two one (21) hours hour after receipt of report or discovery of Incident through Provider’s monitoring system; Provide on-going status reports every four (4) hours thereafter Within three (3) Business Days after receipt of report or discovery of Incident through Provider’s monitoring system Medium An Incident affecting the Critical Business Functions with impact to less than 15% of a Recipient Party’s End Customers; or An Incident affecting the Non-Critical Business Functions with impact to greater than 80% of a Recipient Party’s End Customers Within five (5) hours after receipt of report or discovery of an Incident through Provider’s monitoring system; Provide on-going status reports every one (1) Business Day thereafter Within six (6) Business Days after receipt of report or discovery of Incident through Provider’s monitoring system Low An Incident affecting the Non-Critical Business Functions with impact to no more than 80% of a Recipient Party’s End Customers Within one (1) Business Day after receipt of report or discovery of the Incident through Provider’s monitoring system; Provide on-going status reports every two (2) Business Days thereafter Within ten (10) Business Days after receipt of report or discovery of the Incident through Provider’s monitoring system Notwithstanding the applicable Recipient Party’s initial classification of any Incident in accordance with the table above, if the Provider disagrees with the classification of any Incident made by such Recipient Party following an Incident Notification, upon Provider’s request, each of Provider’s and the applicable Service Recipient’s Primary Contacts will discuss in good faith the appropriate Incident classification and, upon agreement of the Parties, such Incident classification (and the Support related to such Incident as provided by Provider) shall be adjusted accordingly. If the Parties are unable to agree on the appropriate Incident classification, the applicable Incident shall be escalated in accordance with Section 4.5.2 below.​ ​ ​

Issue Classification. Upon receipt of any notification to Provider via the Service Desk that an Incident exists (each an “Incident Notification”), Provider shall promptly notify the applicable Recipient Party of such Incident Notification, and such Recipient Party shall assess and assign the classification of the Incident in accordance with the table below. Provider shall communicate with the applicable Recipient Party regarding the Incident and provide a Resolution to the Incident in accordance with this Section 5. Resolution steps may include, without limitation, checking against known errors or problems so that previously identified workarounds, error corrections and other resolutions can be quickly implemented, following documented procedures (including the Disaster Recovery Plan, if applicable) to correct the Incident or dispatching the Incident to an appropriate third Person for resolution. Provider’s responsibility to provide Support to each Recipient Party and End Customers receiving or using Services under this Agreement commences upon the receipt of any Incident Notification. If, during the Term, a Recipient Party’s own Personnel or help desk is contacted by any End Customer with a request for assistance with an Incident regarding the Services or operation of the Platform, the applicable Recipient Party will forward such inquiry to Provider’s Service Desk, which forwarded request shall constitute an Incident Notification for the purposes of this Schedule 4.1. Table 4.4 Priority Level Definition Response Times Resolution Times Emergency a. An Incident affecting the Critical Business Functions with impact to greater than 30% of a Recipient Party’s End Customers Within thirty (30) minutes after receipt of report of Incident or discovery of Incident through Provider’s monitoring system; Provide on-going status reports every two (2) hours thereafter Within six (6) hours after receipt of report of Incident or discovery of Incident through Provider’s monitoring system High An Incident affecting the Critical Business Functions with impact to over 15% but no more than 30% of a Recipient Party’s End Customers Within two (2) hours after receipt of report or discovery of Incident through Provider’s monitoring system; Provide on-going status reports every four (4) hours thereafter Within three (3) Business Days after receipt of report or discovery of Incident through Provider’s monitoring system Medium An Incident affecting the Critical Business Functions with impact to less than 15% of a Recipient Party’s End Customers; or An Incident affecting the Non-Critical Business Functions with impact to greater than 80% of a Recipient Party’s End Customers Within five (5) hours after receipt of report or discovery of an Incident through Provider’s monitoring system; Provide on-going status reports every one (1) Business Day thereafter Within six (6) Business Days after receipt of report or discovery of Incident through Provider’s monitoring system Low An Incident affecting the Non-Critical Business Functions with impact to no more than 80% of a Recipient Party’s End Customers Within one (1) Business Day after receipt of report or discovery of the Incident through Provider’s monitoring system; Provide on-going status reports every two (2) Business Days thereafter Within ten (10) Business Days after receipt of report or discovery of the Incident through Provider’s monitoring system Notwithstanding the applicable Recipient Party’s initial classification of any Incident in accordance with the table above, if the Provider disagrees with the classification of any Incident made by such Recipient Party following an Incident Notification, upon Provider’s request, each of Provider’s and the applicable Service Recipient’s Primary Contacts will discuss in good faith the appropriate Incident classification and, upon agreement of the Parties, such Incident classification (and the Support related to such Incident as provided by Provider) shall be adjusted accordingly. If the Parties are unable to agree on the appropriate Incident classification, the applicable Incident shall be escalated in accordance with Section 4.5.2 below.