Details.
Service maintenance coverage includes unlimited phone support, hardware problem analysis and determination, hardware one-for-one parts replacement, remote problem assistance, system recovery up to Operating System level when the problem is due to hardware, and advisory support for standard publicly available Operating System software corrections upon customer request. Committed response times are 4 hours for Severity 1 urgent system unusable issues, 4 hours for Severity 2 serious system seriously impaired issues, and the next business day for Severity 3 non-critical issues. Services are provided during the Principal Working Hours specified in the Order Form, for the period stated in the Order Form, subject to renewals and extensions.