- Business Hour: means each hour during a Business Day.
- Business Day: means 9:00 a.m. and 5:00 p.m. MST on a Monday through a Friday, excluding local public holidays.
- Error: means any Severity Level S1 error, Severity Level S2 error, or Severity Level S3 error, each as defined in the Error Severity Definition Table below.
- Product: means either Software or Cloud Offerings, as applicable to Customer’s Subscription.
Error Severity Definition Table
|SEV1 - Critical
Critical Impact; System Outage & Security Breach
A critical problem – either an outage / major malfunction, security issue, card running or an issue that affects a central requirement for which there is no workaround immediately available.
|SEV2 - High
Problems/ Inquiries that are Impacted by Timeliness of Issue Resolution
|SEV3 - Moderate
Problems/ Inquiries that are Not Impacted by Timeliness of Issue Resolution
2. Error Response
Upon receipt of notice of an Error, Moov shall assign appropriate card payment personnel to the issue and provide Customer with acknowledgement that it has received such Error notice (such actions together, a “Response”). Moov will provide Customer with a Response to each incident in accordance with the table below. Moov will use commercially reasonable efforts to promptly resolve each incident. Actual resolution time will depend on the nature of the incident and the resolution. A resolution may consist of a fix, workaround or other solution in Moov’s reasonable determination.
Error Response Time
First reply time
30 Business Minutes
1 Business Hour
3 Business Hours