Common use of Response and Resolution Times Clause in Contracts

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.