Customer shall report all issues via appropriate channels as instructed during onboarding.
Verbit will make commercial best efforts to adhere to the following service level objectives when responding to reported issues.
|Severity Level||Description||Initial Response Time|
|I||An issue that causes the Verbit platform to be unavailable across all or materially all functionality. Scheduled and confirmed live caption sessions not receiving live captioning.||Live – 15 min
PP – 1 hour
|II||The Verbit platform is accessible, but one or material feature of the services is not being delivered in material accordance with the applicable service description or is otherwise experiencing material degradation.
Scheduled return of post-production deliverables have not been received.
|III||An issue that that does not materially affect use of a material feature of the services.||1 business day|
|IV||Non-performance related incidents, including general questions, requests for information, documentation questions, enhancement requests||3 business days|
“Initial Response Time” means the amount of time taken by Verbit to respond (via chat, email, telephone, or other communication) following Verbit’s receipt of a reported error; provided that if Verbit has fixed the applicable error in all material respects prior to the end of the applicable Initial Response Time, then Verbit will be deemed to have responded within the applicable response period.