RESPONSE AND RESOLUTION SCHEDULE Clause Samples
The RESPONSE AND RESOLUTION SCHEDULE clause sets out specific timeframes within which parties must acknowledge, respond to, and resolve issues, requests, or disputes arising under the agreement. Typically, it details the maximum number of days allowed for each stage, such as initial response and final resolution, and may differentiate between types or severities of issues. This clause ensures that concerns are addressed promptly and systematically, reducing uncertainty and helping to maintain smooth business operations by preventing unnecessary delays.
RESPONSE AND RESOLUTION SCHEDULE a) Lucent will classify each error or defect in the Software or related Documentation and will report such error or defect to TCS for correction based on the following criteria: ERROR CLASSIFICATION CRITERIA -------------------- -------- Level 1 Fatal: Errors preventing all useful work from being done as reasonably determined by Lucent.
RESPONSE AND RESOLUTION SCHEDULE. Ordering Activity will initially classify each Bug in the Software or error in the Documentation based on the following schedule, and thereafter report such Bug or error to Licensor for correction. Licensor shall perform problem management in accordance with the priority level initially determined by Ordering Activity; however the final classification of the priority level will be determined by Licensor in accordance with the table below: Priority 1 Fatal: Bug preventing all use of the Software.
RESPONSE AND RESOLUTION SCHEDULE. Customer will initially classify each error in the Product or related Documentation based on the following schedule, and thereafter report such error or Bug to Licensor for correction. Licensor shall perform problem management in accordance with the priority level initially determined by Customer; however the final classification of the priority level will be determined by Licensor. Priority 1 Fatal: Bug preventing all use of the Product.
RESPONSE AND RESOLUTION SCHEDULE a) Licensee will classify each error or defect in the Software or related Documentation and will report such error or defect to IRE for correction based on the following criteria: ERROR CLASSIFICATION CRITERIA Severity 1 Fatal: Errors preventing all useful work from being done as reasonably determined by Licensee.
RESPONSE AND RESOLUTION SCHEDULE. All Errors shall be prioritized as follows and addressed according to the response and resolution targets below:
2.5.1. Priority 1--Critical Impact.
2.5.1.1. Mission critical business function is impacted and justification is provided. No work around is available.
2.5.1.2. Sentinel will provide Licensee with an assessment and written action plan detailing the proposed method of Resolution and the time schedule for delivery of a correction. Sentinel will provide Licensee with updates on the Resolution progress at regular intervals during the action plan time schedule.
2.5.1.3. Sentinel will provide a formal root cause analysis report to Licensee for all Priority 1 issues within one (5) business days after the Error is resolved.
2.5.1.4. Response and Resolution: Twenty-Four (24) hour Response, Two (2) day Resolution.
2.5.2. Priority 2--Severe Impact.
2.5.2.1. Errors that disable major functions in the Software. Licensee’s ability to perform tasks is significantly impeded. The Error may be repetitive in nature and impacts timely performance of tasks. Software functions are impacted. No work around is available.
2.5.2.2. Response and Resolution: Twenty-Four (24) hour Response, Three (3) day Resolution.
2.5.3. Priority 3--Degrading Operations.
2.5.3.1. Errors disabling only certain nonessential functions in the Software as described in the Documentation. Licensee can still perform basic functions. Impact is confined to inconvenience and negligible impact on ability to perform tasks. A reasonable work around exists or Licensee can wait for the next scheduled Update for a fix.
2.5.3.2. Response and Resolution: Twenty-Four (24) hour Response, Five (5) day Resolution.
2.5.4. Priority 4--Minimal Impact; Enhancement Request.
2.5.4.1. Support Requests will be addressed on a case-by-case basis and Sentinel will advise Licensee if such request will be reflected in the next Software release.