Error Reporting and Resolution
Zapproved strives to promptly respond to all reported errors associated with our services. Zapproved will correct any Error reported by Customer or otherwise known to Zapproved in accordance with the priority level assigned.
We commit to our customers to provide an initial response acknowledging the report and verifying the error within our “initial response time” objectives. We further commit to
Customer must specify the priority level to Zapproved when Customer reports the Error. Zapproved will assume any Error is priority C unless advised otherwise by Customer when Customer reports the Error.
|Error Type||Error Type||Initial Response Time||Resolution Objective|
|Priority A||Within fifteen (15) minutes of receiving Customer’s report||Within one (1) hour (or, if not during Standard Business Hours, four (4) hours) after receiving Customer’s report.|
|Priority B||Within one (1) hour (or, if not during Standard Business Hours, two (2) hours) of receiving Customer’s report||Within four (4) hours (or, if not during Standard Business Hours, eight (8) hours) after receiving Customer’s report.|
|Priority C||Within one (1) business day of receiving Customer’s report||Within three (3) business days after receiving Customer’s report.|
“Error” means any failure of the Service (i) to conform with
“Error Correction” means a bug fix, patch, or other modification or addition that brings
Zapproved uses its best efforts to ensure that the Service is hosted and operated in a secure fashion and is available no less than
Upon learning of any Service interruption, Zapproved shall use its best efforts to bring the Service back on-line as soon as possible. Zapproved will provide Customer with prompt notice of any Service interruption or potential Service interruption, as well as continual periodic updates during any Service interruption regarding Zapproved’s progress in remedying that interruption and the estimated time of which the Service shall be restored to normal, uninterrupted operation.
Zapproved will provide these support services to Customer during their Subscription Term. Zapproved may modify the support services in its discretion, and any changes will apply after posting on the support website; provided, that any changes that adversely and materially diminish support will not take effect until forty-five (45) days following Zapproved posting such changes on the support website.