Response and Resolution Times Clause Samples

Response and Resolution Times. 3.1 The Provider will: (a) use all reasonable endeavours to respond to requests for Support Services made through the helpdesk; and (b) use all reasonable endeavours to resolve issues raised by the Customer, 3.2 The Provider will determine, acting reasonably, in to which severity category an issue raised through the Support Services falls. 3.3 All Support Services will be provided remotely unless expressly agreed otherwise by the Provider.

Response and Resolution Times. QOMPLX shall provide telephone and email technical support to Customer during the Term in connection with access to and use of the Platform. Customer shall appoint a single point of contact to communicate technical support requests to QOMPLX. In no event shall QOMPLX be required to communicate with End Users regarding any technical support requests (other than through the appointed point of contact). Customer shall provide QOMPLX all information reasonably required for QOMPLX to assess and correct the issue identified in the technical support request. QOMPLX shall resolve the technical support requests as soon as reasonably practicable, provided that QOMPLX uses diligent efforts to resolve the service error. QOMPLX shall respond to Customer’s technical support requests as set forth below: Tier-1 (Critical) Critical operational Respond to issue service outage: within sixty (60) Customer is minutes of a experiencing failed reported problem. service requests due to non- response or incorrect response errors affecting more than 20% of submitted requests over a sixty (60) minute period. Tier-2 (High) Minor operational Respond to issue service outage: within four (4) Customer is hours of a reported experiencing failed problem. service requests due to non- response or incorrect response errors affecting more than 10% but less than 20% of submitted transactions over a sixty (60) minute period. Tier-3 (Medium) Minor operational Response within service outage: twenty-four (24) Customer is hours of a reported experiencing failed problem during service requests regular business due to non- hours. response or incorrect response errors affecting less than 10% of submitted transactions over a sixty (60) minute period. Tier-4 (Low) Degradation of the Response within Platform features forty-eight (48) not impacting the hours of a reported ability to complete problem during submitted service regular business requests or service hours. is operating with minor issues that can be addressed with acceptable work around.

Response and Resolution Times. Appendix A

Response and Resolution Times. Customer should report all Deficiencies to ENKON by way of a Support Request issued using the support portal or email address set out in Section 3.1.1. Customer must complete all required fields, and any supplementary fields to the extent possible. Customer should also indicate an initial Severity Level for the Deficiency referencing Table 1, below, and make all reasonable efforts to provide ENKON with sufficient information to enable ENKON to reproduce the Deficiency. Customers issuing Support Requests via email will receive a link to their support tickets. ENKON will acknowledge receipt of Support Requests by issuing a unique ticket tracking number, and will endeavor to provide resolutions within the time periods set out in Table 1, below. ENKON will ultimately determine the severity level of the Deficiency.

Response and Resolution Times. Zenlayer live support will be available 24 hours per day, 7 days per week, year-round. Customer may request support by opening a support ticket via Zenlayer’s portal/email or in the event of “urgent” priority support requests via portal, email, or phone by calling the Zenlayer support team. Both parties agree to establish a consultation system and enhance daily communication to promptly address any issues that may affect service quality. Zenlayer commits to maintaining the provided service in accordance with relevant regulations and specifications. The Customer is expected to provide necessary assistance and cooperation in order to facilitate the service. An “event” in the table below is a hardware power failure, a network interruption, and/or a Service Outage.

Response and Resolution Times. Appendix A Support Tiers Support Tier Description Service Rates Managed Services Agreement Coverage Appendix B (cont)

Response and Resolution Times. ISV Partner’s support services team is trained on the Certified Solution and ISV Partner will provide, based on the “severity” level of the issue, the following service levels: Severity 1 Error ISV Partner will respond with an update or resolution within 24 hours (1 Day). Severity 2 Error ISV Partner will respond with an update or resolution within 48 hours (2 Days). Severity 3 Error ISV Partner will respond with an update or resolutio within 120 hours (5 Days). Severity 4 Errors ISV Partner will provide reasonable tracking and response. The time in which ISV Partner shall provide a circumvention or resolution of an error will be measured from the later of the identification of the error through communication from a End User or Sage Partner or the delivery to ISV Partner of materials required by ISV Partner to replicate the error. Furthermore, should the error be caused or directly related to an error or design flaw in any Sage Products/Services, the time in which ISV Partner will provide a circumvention or resolution of an error will be measured from the date the error or design flaw is corrected in the Sage Products/Services and such corrected application is provided to ISV Partner.

Response and Resolution Times. The Response Time is measured from when the ticket is entered into the Remedy tool (by the user or the Service Desk personnel) to when an acknowledgement is returned to the user by e- mail and the ticket status is set to “in progress”. This is the amount of time required to record and acknowledge the ticket. Time is only counted during the on-hours support period for a service. The Resolution Time is measured from when the ticket status is set to “in progress” in the Remedy tool to when the ticket status is set to “resolved” in the Remedy tool. Time spent in the “pending” state is not included in the resolution time. If a ticket is re-opened, then time is continues to be counted until the ticket is again set to “resolved”. Time is only counted during the on-hours support period for a service. This reflects the amount of time required to resolve, but not necessarily close, the ticket. Resolution means that a service is restored (if the ticket reports an incident) or a request fulfilled (if the ticket contains a request). After resolution, as a separate step, the user is asked whether the resolution is satisfactory and if the ticket may be closed. Time is only counted during the on-hours support period for a service.

Response and Resolution Times. Based on the priority of the problem, Vendor shall be responsible for ensuring that the following response and resolution times are adhered to: MAXIMUM MAXIMUM RESOLUTION SERVICE LEVEL PRIORITY RESPONSE TIME TIME TARGETS 1-Urgent/Emergency [*] [*] [*] 2-High [*] [*] [*] 3-Medium [*] [*] [*] 4-Low [*] [*] [*] NOTE: ONE BUSINESS DAY = 7:00 A.M. CENTRAL TIME - 6:00 P.M. CENTRAL TIME, OR 11 HOURS.