Medium. The Buyer requires information or assistance on the usage of the Software. The Buyer submits an evolution request or a defect report describing a problem that does not significantly affect the usage of the Software. The Buyer reports an incident that does not significantly affect the Buyer’s activity. Both parties agree to the following response times: CLASSIFICATION ACKNOWLEDGMENT OF BUYER’s REQUEST (Business Days) PROVIDE WORKAROUND SOLUTION, PROCEDURE OR TEMPORARY SOLUTION* (Business Days) PROVIDE PLAN FOR PERMANENT SOLUTION** (Business Days) Critical [*] [*] [*] High [*] [*] [*] Medium [*] [*] [*] * Such workaround solution, procedure or temporary solution will correct the applicable Incident and be cost effective for Buyer to use and practical for Buyer’s long term use until the permanent solution is provided by Seller. ** The plan for permanent solution will cover analysis, commitment and schedule for completion. AVA - A320 Family PA AMENDED AND RESTATED The Seller shall answer in writing or by telephone (and if by telephone, the solution shall be confirmed promptly in writing). Said solution shall be based on the information related to the Incident reported by the Buyer: Said solution shall come with the relevant instructions. An Incident that arises during the term of Buyer’s license of the Software shall be corrected by Seller providing to Buyer [*] charge one of the following solutions: • A workaround solution, or • A procedure, or • A temporary solution or • An update of the Software. The Seller shall be responsible for the choice of the adapted solution. Any temporary solution, procedure or workaround solution shall be replaced by a permanent solution at the occasion of the release of a new Software version.
Appears in 3 contracts
Sources: Purchase Agreement (Avianca Holdings S.A.), Purchase Agreement (Avianca Holdings S.A.), Purchase Agreement (Avianca Holdings S.A.)