Common use of Technical and Customer Support Clause in Contracts

Technical and Customer Support. 9.1 VGCS shall be responsible for dealing with all First Line Customer inquiries concerning the Content. The Company authorises VGCS to refer any Second Line Customer support inquiries to the Company’s nominated Relevant Contacts for technical matters. 9.2 The Company shall provide Second Line Customer support and general customer support (in respect of its hosting obligations Templates/VGCS Templates/Master Reseller Terms and Conditions which shall include application monitoring, application support and fault and change management, in accordance the with the terms of this Agreement). 9.3 The Company shall when requested by VGCS provide appropriate assistance in accordance with this Agreement and shall document and provide to VGCS operational processes for the transfer of any Customer from First Line Customer Support to Second Line Customer Support. 9.4 The following guidelines shall be used by the Parties to determine the priority of incidents and the Company’s corresponding obligation to respond and resolve such incidents involving the Content and other services delivered or under the responsibility of the Company: 9.4.1 Priority 1 (Critical): Complete failure of the Content or a significant part of the Content or the problem creates a definite business or financial exposure or affects a large number of Customers. Response within 10 minutes and resolution within 2 hours; 9.4.2 Priority 2 (High): Content not totally down, but the affected components form a significant part of the functionality of the Content and the problem creates a possible business or financial exposure. Response within 30 minutes and resolution within 6 hours; and 9.4.3 Priority 3 (Medium): The Content is largely available and the problem has little or no effect on the services provided by the Content and the problem creates no business or financial exposure. Response time within 3 hours and resolution time within 2 business days. 9.5 The Company shall use its best efforts to rectify bugs associated with any Content made available to Customers on the Directory at its own expense. 9.6 The Company shall, if requested by VGCS, document and agree in good faith, appropriate operational processes for the transfer of any Customer from First Line Customer Support to Second Line Customer Support.