Response Levels Clause Samples
Response Levels. Response Level Description -------------- ------------------------------------------------------------ 1st Level Telephone acknowledgment of receipt of report of an error or problem. 2nd Level Patch or work around (Program or manual), or temporary release or update release, which allows the user to continue to use all functions in the Products in all material respects. Final Level Official fix, update or release. PROBLEM RESOLUTION Upon receipt from the distributor of a report of an error or problem, Sagent shall take prompt corrective action to remedy the reported error or problem as follows within the following time periods. Classification 1st Level Final Level -------------- --------- ----------- Severity 1 under 1 hour Worked on continuously with best efforts to provide an official fix or workaround within 48 hours. Severity 2 under 2 hours Permanent correction in next scheduled release, unless otherwise agreed. Severity 3 within 2 hours Permanent correction when the particular program in next modified, unless otherwise agreed. Distributor Maintenance Services will also include: Maintenance Releases, in which Supplier will provide copyrighted in-line releases and workarounds as available; Upgrades, in which Supplier will provide new product releases (signified by a change in the version number) as substitutes for covered Products; and other generally available Technical Materials. Note that Maintenance Releases and Upgrades, where applicable, may not be used to increase the total number of copies of the Products. After upgrade or maintenance this agreement will only apply to the upgraded or maintained versions of a Products; Distributor agrees to destroy or archive (but not use or transfer) the prior version. Except as otherwise stated in this Agreement, Product upgrades to new platforms are generally not available free of charge. Supplier warrants that it will undertake all reasonable efforts to provide technical assistance under this Agreement and to rectify or provide solutions to problems where the Products does not function as described in the Products documentation, but Supplier does not guarantee that all problems will be solved or that any item will be error-free. Supplier will provide Distributor with substantially the same level of service throughout each annual Maintenance Term of this Agreement. Supplier may from time to time, 94 however, discontinue Products or versions, and stop supporting Products or versions within a reasonable time aft...
Response Levels. Except as otherwise provided in this Exhibit M, PhaseCom shall be required to respond to service requests within a reasonable time. If and only if ADC has sold Products in commercial quantities to exclusive accounts will PhaseCom be required to meet the service response times set forth in this Section 2.
a. Phasecom will respond to service requests initiated by the Buyer in the time frames contained in the following table: -------------------------------------------------------------------- Severity Response Time Targeted Remedy Time -------------------------------------------------------------------- Severity 1 and 2 times are measured in calendar hours 24 hours per day, 7 days per week. Severity 3 and 4 times correspond with standard business hours of the respective parties.
b. Subject to Buyer's obligation to provide first-tier maintenance (as defined in Section 5.c. of the Agreement), Phasecom will, once a problem has been identified as originating with the system or device, respond to Buyer within the Response Time (see preceding table) and provide workarounds promptly within the Targeted Remedy Time (see preceding table). For a Severity 1 (see preceding table) network emergency, Phasecom will assign a systems engineer to follow through and report status to Buyer, when information is requested by Buyer, until the problem is resolved. Phasecom will report to Buyer's technical support director any problems received and unresolved by Phasecom according to the following timeframes:
i. Severity one: [***] ii. Severity 2: [***] iii. Severity 3: [***] iv. Severity 4: [***]
c. Each product change will include a written correction notice to Buyer and a new issuance of software or hardware, or hardware repair, and will be accompanied by documentation as outlined in Exhibit F.
d. Phasecom will provide Buyer access to Phasecom technical support engineers via a telephone "Hot Line" to assist Buyer with Severity One and Two Network Emergencies twenty-four (24) hours a day, seven (7) days a week. Phasecom will provide access to Phasecom technical support engineers via a telephone "Hot Line" to assist Buyer with Severity Three and Four problems during Phasecom's normal business hours.
e. Phasecom will provide reasonable support services to Buyer during the term of this Agreement at no charge to Buyer. [***] Denotes language for which Vyyo has requested confidential treatment pursuant to the rules and regulations of the Securities Act of 1933, as amended.
Response Levels. ACFD shall respond to incidents as shown in ACFD Union City Response Plan attached as Exhibit 2. ACFD will maintain, at a minimum, the current level of ALS response, including both a 12-Lead EKG device and a mechanical CPR assist device on all three frontline companies, provided such devices remain available for ACFD’s use. If 12-Lead EKGdevices, mechanical CPR assist device, or both become unavailable for ACFD’s use, they may be replaced pursuant to Section 5(a) herein.
Response Levels