Response Times. Once Company has contacted Provider about an Incident, Provider will provide an acknowledgement of receipt within the applicable time frame specified below, in accordance with Company’s appropriate Support Services Level. Provider will be responsible for fixing reproducible bugs, testing fixes, and delivering appropriate patches to Company within commercially reasonable means. Bug fixes will be delivered to Company development team, unless Company notifies Provider otherwise. As used in this Article, a response means a qualified Provider engineer has been assigned to the Incident and has begun to work to resolve the Incident. The prescribed response times above may be extended by mutual agreement of both parties in writing on a per Incident basis.
Appears in 8 contracts
Sources: Master Subscription and Support Agreement, Master Subscription and Support Agreement, Master Subscription and Support Agreement