Candidate Manager will make every effort to resolve issues within the specified service level commitment.

[table nl=”~~”]
Ticket Category,Definition,Service Level Commitment
1st Level Product Support,Defined as a helpdesk ticket which can be resolved by a Customer Service Representative.,• Acknowledgement within 1 working day~~• Target resolution within 2 working days
2nd Level Product Support,Defined as a helpdesk ticket which requires input or action from a Technical resource.,• Acknowledgement within 1 working day~~• Target resolution within 5 working days
*Product Defect,Defined as a helpdesk ticket which requires escalation to the Software Quality Team for resolution.,Standard Fix~~• Acknowledgement within 1 working day~~• Target resolution within current release cycle (scheduled 10 week release cycles)~~• Feedback regarding final resolution provided at the end of release cycle.~~~~Priority Fix~~• In the event of business critical issues with no workaround a priority fix will be applied.~~• Target resolution for priority fixes within 10 working days.
[/table]

*A product defect is defined as a fault in the application which produces an incorrect or unexpected result.