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Tag: response and fix times

SaaS, ASP Agreement – SLA – Maintenance and Support Requirements

20/07/2010 Irene Bodle

Duty to Acknowledge, Respond and Fix Errors

Clearly identify these three actions in the SLA. State when your duty to act starts. Does time for you to acknowledge, respond or fix a problem start to run upon receipt of a customer message, from your acknowledgement of the error, or some other trigger event?

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