Response Time Commitment. Versasec commits to respond to a LICENSEE helpdesk, following the intervention plan and depending on the option subscribed by the LICENSEE, within the Time Frame set out below: CSR Severity Response Time (Working time) Urgent < 4 working hours High < 8 working hours Normal < 16 working hours Low < 24 working hours
Appears in 2 contracts
Sources: Support and Maintenance Agreement, Support and Maintenance Agreement