Support Service Level Service Level Service Level Service Level Request Metric Metric Credits Credits Classification (Required (Required (For Failure to (For Failure to Response Resolution Respond to any Resolve any Time) Time) Support Support Request Within Request Within the the Corresponding Corresponding Response Required Time) Resolution Time) Critical Service One (1) hour Two (2) hours Five percent Five percent Error (5%) of the Fees (5%) of the Fees for the month in for the month in which the initial which the initial Service Level Service Level Failure begins Failure begins and five percent and five percent (5%) of such (5%) of such monthly Fees for monthly Fees for each additional the first hour or portion additional hour thereof that the or portion corresponding thereof that the Service Error is corresponding not responded to Service Error within the remains required Resolved, which response time. amount will thereafter double for each additional one (1) hour increment. High Service Two (2) hours Four (4) hours Five percent Five percent Error (5%) of the Fees (5%)of the Fees for the month in for the month in which the initial which the initial Service Level Service Level Failure begins Failure begins
Support Request Classification Service Level Metric (Required Response Time) Service Level Metric (Required Resolution Time) Service Level Credits (For Failure to Respond to any Support Request Within the Corresponding Response Time) Service Level Credits (For Failure to Resolve any Support Request Within the Corresponding Required Resolution Time) Critical Service Error One (1) hour Two (2) hours Five percent (5%) of the Fees for the month in which the initial Service Level Failure begins and five percent (5%) of such monthly Fees for each additional hour or portion thereof that the corresponding Service Error is not responded to within the required response time. Five percent (5%) of the Fees for the month in which the initial Service Level Failure begins and five percent (5%) of such monthly Fees for the first additional hour or portion thereof that the corresponding Service Error remains which amount will thereafter double for each additional one (1) hour increment. High Service Error Two (2) hours Four (4) hours Five percent (5%) of the Fees for the month in which the initial Service Level Failure begins Five percent (5%)of the Fees for the month in which the initial Service Level Failure begins Resolved,
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