Common use of Severity Levels and Response Times Clause in Contracts

Severity Levels and Response Times. Flexera will reasonably prioritize support requests from Customer according to the severity levels set forth in the table below. Flexera will endeavor to provide a response to Customer’s request for technical support assistance per the applicable severity level, which will be measured from assignment of a case number (the “Initial Response”). As used herein, Initial Response will mean Flexera’s confirming receipt of an error from Customer verifying the details of such error, and delivering to Customer, if applicable, (a) a list of additional information reasonably required by Flexera, and (b) a description of the assistance reasonably required by Flexera from Customer to assist in the evaluation of the report and diagnosis of the error or symptoms. An “Action Plan” is the initial diagnosis by Flexera of the errors or symptoms and identification of the schedule that Flexera expects to work towards in pursuit of resolving the identified problem. For clarity, Flexera does not commit to resolving every error; Flexera will determine in its sole discretion whether to provide a resolution to the issue or a temporary workaround for the issue as it deems appropriate. 1 – Critical Production use of the SaaS is stopped or so severely impacted that authorized end users cannot reasonably use it. Flexera will work continuously to resolve the support request until the support request is closed. 0.5 Support Hours Once every eight (8) Support Hours until Action Plan is established 2 – High Major SaaS documented features are unavailable with no workaround. Use of the SaaS can continue; however, productivity is significantly decreased. Flexera will work continuously to resolve the support request until the support request is closed. Two (2) Support Hours Once every eight (8) Support Hours until Action Plan is established 3 – Medium Major SaaS documented features are unavailable, but a workaround is available, or less significant SaaS documented features are unavailable with no reasonable workaround. Eight (8) Support Hours Once every forty (40) Support Hours until Action Plan is established 4 – Low User requests information about the SaaS or an enhancement to the existing SaaS specifications. Use of the SaaS is available without being materially and adversely impeded. Forty (40) Support Hours Once every forty (40) Support Hours until Action Plan is established