2.1. Help Desk Availability. Throughout the Term, and subject to the payment of the applicable fees by the Customer, the Company shall make available support services to enable Customer to report any service errors and to seek assistance in inquiries regarding the Services according to the information portrayed in this document.
2.2 The language of communication between the Company and the Customer shall be English.
2.3 The Company and Customer will use commercially reasonable efforts to resolve Service Requests reported by the Customer and diagnosed by the Customer per the priority level assigned to such Service Request by the Customer as set forth in the table below. The following guidelines present the target response time for each priority level. Response Times are measured from the time of receipt of a Service Request submitted by the Customer via email.
2.4 Issues will be assigned an appropriate level (P1, P2 P3, or P4) through a joint agreement between the Customer and the Company, in line with the definitions of these priorities. Once assigned a level, the Company shall make reasonable efforts to respond to service requests per the following response times:
7 Business Days
Minor Impact on system operation: (i) general inquiry or advice on Services usage; (ii) clarification on Services documentation or release notes; and/or (iii) Services enhancement requests.
Priority 1 – Low
2 Business Days
Minimal Business Impact: (i) incorrect product behavior with minor impact; and/or (ii) question on Services functionality or configuration during implementation.
Priority 2 – Standard
12 Business Hours
Significant Business Impact: (i) important features are unavailable with no acceptable workaround, (ii) severely degraded performance; and/or (iii) functionality unavailable but the system is able to operate in a restricted fashion.
Priority 3 – Severe
6 Business Hours
Critical Business Impact: (i) system hangs or crash situations; (ii) data loss or data corruption; and/or (iii) critical functionality not available.
Prioity 4 – Critical