Laserfiche WebLink
a.m. through 6:00 p.m. US/Eastern time, with the exclusion of Federal Holidays <br />("Support Hours"). The Customer may initiate a helpdesk ticket during Support Hours <br />by using a pre -established communication channel with Kaizen. <br />4. RESPONSE/RESOLUTION TIMES. Kaizen shall use commercially reasonably efforts to <br />respond to and resolve the Priority Levels set out below in the time periods described <br />below, provided that classification of any problem among Priority Levels shall be <br />reasonably in accordance with the definitions specified below, which shall be <br />determined by Kaizen in its reasonable discretion. <br />Priority Level <br />Description <br />1 <br />The Subscription Services are down and cannot be accessed <br />2 <br />The Subscription Services are running but substantial errors occur <br />3 <br />Errors in the Subscription Services affect users' ability to benefit <br />fully from it <br />4 <br />The Subscription Services display some minor errors <br />The following response and resolution times are applied. <br />Priority Level <br />Initial Response <br />Temporary Fix or Workaround <br />1 <br />Within 8 Hours <br />Within 1 Calendar Day <br />2 <br />Within 1 Calendar Day <br />Within 2 Calendar Days <br />3 <br />Within 1 Calendar Day <br />Within 3 Calendar Days <br />4 <br />Within 2 Calendar Days <br />Within 5 Calendar Days, unless <br />otherwise indicated in response <br />A "Calendar Day" is a 24-hour span beginning at 12:00 a.m. and ending at 11:59 p.m. An <br />"Hour" is measured as a one -hour span. <br />5. REMEDIES. If Kaizen chronically fails to respond to or resolve problems in accordance <br />with the table set forth above, the remedies set forth in this paragraph shall apply. Upon <br />an initial determination that Kaizen has chronically failed to respond to or resolve <br />problems identified by the Customer in accordance with this paragraph, the Customer <br />shall send Kaizen notice of Kaizen's chronic failure, which notice maybe sent <br />electronically. Within two (2) weeks of the Customer sending the notice of chronic <br />failure, the parties shall meet to discuss a resolution. If Kaizen chronically fails to <br />