Common use of Response Targets Clause in Contracts

Response Targets. PowerSchool will make commercially reasonable efforts to ensure that submitted cases are assigned the proper level of priority. “Response Time” is the time it takes before a support agent makes initial contact with the Technical Contact individual who submitted the Case. Except for Priority 0 cases logged by the Customer, response times are calculated within Standard Support Hours. Response Time is not a resolution goal and should not be interpreted as a guarantee of service. PowerSchool will use commercially reasonable efforts to adhere to the time frames listed below. Contractor does not provide resolution targets and Response Time should not be interpreted as a commitment regarding resolution timeframes. Priority 0 – Urgent 1 hour Priority 1 – Critical must have 4 hours Priority 2 – Must have not critical 8 hours Priority 3 – Nice to have 2 business days