Common use of Target Response Times Clause in Contracts

Target Response Times. All suspected Errors reported to the iplicit customer support department willbe classified and directed to the appropriate team for response. Business Impact Priority Code Priority Definition Target Response Times Target ResolutionTimes Support Hours P1 – Urgent (Severity 1) A critical failure in operational activity of the Services, or an Error that causes the Services to be severely impacted or completely shutdown, or Customer’s use of the Services is impossible, where no workaround is available. 1 hours 4 hours 7.5/5 P2 – High (Severity 2) Errors include high-impact issues in which the Services are inoperative or seriously degraded where a short-term workaround isavailable. 4 hours 12 hours 7.5/5 P3 – Medium (Severity 3) The Error limits the functionality or usefulness of the Services, but the condition is not critical to the continued operation of the Services. A workaround is readily available and can be applied or used with little or no operational impact. 8 hours Next Release 7.5/5 P4 – Low (Severity 4) Minimal problems in the Services arising from a misleading or unsatisfactory component or feature. The problem can be circumvented with no operational impact and there are no dataintegrity issues. This Severity Level also includes (i) a need to clarify procedures or information in Documentation, (ii) a requestfor a product enhancement or new feature, (iii) cosmetic or non- functional Errors; or (iv) Errors in the Documentation. Deferred maintenance of “low” Error is acceptable. 24 hours Future Release 7.5/5