Common use of Problem Severity Levels 3 and 4 Response and Resolution Clause in Contracts

Problem Severity Levels 3 and 4 Response and Resolution. For Technical Support requests not made by telephone, within the Request Response Time of such a request, Vendor shall confirm to the requestor receipt of the request by Vendor. If a Problem Severity Level 3 or 4 request cannot be corrected to the reasonable satisfaction of the requestor within the Request Resolution Time after the requestor makes the initial request for Technical Support, at the sole election of requestor: (a) Vendor will work continuously to resolve the request; or, (b) requestor and Vendor will mutually agree upon a schedule within which to resolve the request. Implementation Services. TBD In addition, the following financial consequences shall also apply if Vendor fails to deliver the following Deliverables as specified in this Exhibit A. Deliverable Description Due Date Financial Consequences if not met ▇▇▇ ▇▇▇ ▇▇▇ ▇▇▇ Training Services. TBD Other Professional Services. TBD (for example, implementation service change orders and non- standard support) Knowledge Transfer. TBD Other Deliverables. TBD