Resolve vs Response times and guarantees

[bradrydzewski]

Developer agrees to diagnose and resolve Support Requests related to installing Covered Versions of the Software, configuring standard features of Covered Versions of the Software per its documentation, and software errors encountered when using Covered Versions of the Software.

I have noticed many support contracts provide an SLA for response times, but do not actually guarantee resolution. As a non-lawyer I could interpret this as developer agrees to fix bugs that I report which I would not want to agree to without a premium. In some cases I may disagree with the a bug report and determine the software is working as intended. Or I might decide the bug is an edge case and is not something I plan to fix. Or the bug may be in the prior version of software and require an upgrade but I do not want to be obligated to backport the fix.

With that being said, some larger enterprise customers may be willing to pay a premium for such language. It would be awesome if I could use your node build tools to choose between a couple of options.

{{#issue-resolution}}
Diagnosis and Resolution
Developer agrees to diagnose and resolve Support Requests related to installing Covered Versions of the Software, configuring standard features of Covered Versions of the Software per its documentation, and software errors encountered when using Covered Versions of the Software.
{{/issue-resolution}}
{{^issue-resolution}}
 Initial Response Times
Developer agrees to respond to and categorize Support Requests related to installing Covered Versions of the Software.
{{/issue-resolution}}

[bradrydzewski]

I just wanted to provide an example:

Company will use commercially reasonable efforts to classify and respond to Maintenance and Support requests from Customer according to the following Service Levels:

Critical, 2 hours
When a process cannot complete, there is no workaround and the solution is business critical.

Moderate, 1 business day
When a process cannot complete and there is no workaround, but the condition is not business critical, however, must be resolved by the next scheduled or period end processing.

Non-Critical, 2 business days
Cosmetic type issues with no financial or processing impact. 1 business day

[kemitchell]

@bradrydzewski, good catch. I think "Diagnose and Resolve" needs to become "Diagnose and Respond", both in the heading and the text of the current section.

Care to try your hand at a PR? Edit terms.cform. Husky should install a Git hook to run npm run build:markdown pre-commit.

[bradrydzewski]

absolutely, I will send a pr :)