Exceptions: Customer shall perhaps not get any credits under these regards to provider relating to any failure or scarcity of the Mosaic system brought on by or linked with:

Response Time

MDS consumers tend to be included in our 60 minutes response time commitment that is initial. This means that during normal business hours, when you submit a trouble ticket via our Help Desk system, you are guaranteed a response from a Support Rep within sixty minutes. See the attached Response and Resolution Times matrix for a break that is full.

Scheduled Repair & Notification Plan

In the function that Scheduled repair is necessary, MDS provides all consumers whom might be afflicted with the upkeep without any significantly less than 72 hours’ notice via mail and can offer a hyperlink to a bond where our Staff will upload information regarding the Plan repair through the upkeep screen. Clients aren’t entitled to compensation during planned Maintenance.