Standard software support includes unlimited phone support, 2-hour response window, standard and supplemental releases and updates from 8:00 AM – 5:00 PM Mondays through Fridays. DPS shall assign an initial Severity Level for each error reported, either verbally or in writing, based upon the definitions listed above. Because of the urgency involved, Severity Level 1 or 2 problems must be reported verbally to the Seller’s call intake center. Seller will notify the DPS if Seller makes any changes in Severity Level (up or down) of any DPS-reported problem. Seller will use best efforts to provide DPS with a resolution within the appropriate Target Resolution Time and in accordance with the assigned Severity Level when DPS allows timely access to the System and Seller diagnostics indicate that a Residual Error is present in the Software.
