Common use of Severity Levels Clause in Contracts

Severity Levels. A support ticket may be reported by phone or by email. Arista will exercise commercially reasonable efforts to respond to a support ticket submitted by Customer in accordance with the following Severity Level definitions. Response time is measured when a support ticket is opened by Arista’s Customer Support Team member. Arista will continue working on the case until the support ticket is closed. 1 The Product is non-functional or significant features or components are unusable. < 4 Business Hours 2 The Product is functional but one or more key features or components are not operating as documented. < 1 Business Day 3 Minor components are not operating as documented. < 3 Business Days *Arista is not responsible for meeting the above response times where any of the conditions set forth in, Section 5 below (“Failures”) apply.