Service Assumptions. Assumptions related to in-scope services and/or components include: • Upendo will use commercially reasonable efforts to resolve errors by providing a workaround or fix, or a specific action plan for how the error will be addressed, and an estimate of how long it will take to rectify the error. • All support calls and e-mails will be logged into Upendo’s support system. Upendo will assign a priority level to an error upon confirmation of the error. a) if the Services has been modified by anyone other than Upendo; b) if the Services are being interfered with, or the error is caused by, any hardware or third party software, or if the Services are being run on a third party platform not expressly approved for Client’s version of the Services; c) for any non-Upendo or non-Hotcakes’ computer programs, technology or hardware; d) for any portion of the Services for which Upendo has provided a fix or workaround which has not been applied; or e) for any development work being performed during or on evaluation software.
Appears in 3 contracts
Sources: Service Level Agreement, Service Level Agreement, Service Level Agreement