Common use of Response and Resolution Times Clause in Contracts

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.