Common use of Severity Levels and Response Times Clause in Contracts

Severity Levels and Response Times. For any issue reported or Support request made to Mercatus during the Term of this Agreement, Mercatus will make commercially reasonable efforts to provide an initial response, replicate the issue and resolve such issue and resolve such issue or provide support for the request in a timely manner. Each Support request is assigned a priority based on the severity of the support request. The severity is determinedby: • Users ability to use the software to execute the intended business function; • The extent to which the User is unable to perform that function; • The impact on the business of not being able to perform that function as well as the standard use of the function as designed by Mercatus. Support request priorities are: