Resolution time clause: Copy, customize, and use instantly
Introduction
A resolution time clause outlines the timeframe within which issues or disputes must be resolved. It defines the expectations for response and resolution times related to technical issues, service failures, or disputes arising under the agreement, ensuring both parties are aligned on the urgency of addressing problems.
Below are templates for resolution time clauses tailored to different scenarios. Copy, customize, and insert them into your agreement.
Standard resolution time clause
This version sets a general resolution time.
The [Provider] shall resolve any technical issues or service disruptions within [X] business days of receiving a support request from the [Customer], unless otherwise agreed upon in writing.
Resolution time clause with priority response for critical issues
This version prioritizes critical issues.
Critical issues that significantly impact the functionality of the licensed materials shall be resolved within [X] hours. Non-critical issues will be resolved within [Y] business days, as agreed upon in the Support Package terms.
Resolution time clause with escalation procedure
This version includes an escalation process.
If an issue is not resolved within the agreed-upon resolution time, the matter will be escalated to a senior support manager, and the [Provider] will make reasonable efforts to resolve the issue within [X] additional business hours.
Resolution time clause with service level agreement (SLA) guarantee
This version links resolution times to an SLA.
The [Provider] guarantees resolution of high-severity issues within [X] hours and medium-severity issues within [Y] business hours, as outlined in the Service Level Agreement (SLA).
Resolution time clause with defined issue severity levels
This version categorizes issue severity.
The [Provider] agrees to resolve critical issues within [X] hours, high-severity issues within [Y] business hours, and low-severity issues within [Z] business days, based on the severity level defined in the Support Tier Matrix.
Resolution time clause with automatic penalty for missed deadlines
This version includes penalties for late resolution.
If the [Provider] fails to resolve any issue within the specified resolution time of [X] hours, the [Customer] will be entitled to a service credit equal to [X]% of the monthly fee for the affected service.
Resolution time clause with extended resolution for complex issues
This version allows extended resolution times.
For issues requiring extensive investigation or custom solutions, the [Provider] will provide an estimated resolution time and make reasonable efforts to resolve the issue within [X] business days.
Resolution time clause with communication during the resolution process
This version requires regular updates.
The [Provider] shall provide regular updates to the [Customer] regarding the status of an unresolved issue every [X] hours until a resolution is reached.
Resolution time clause with resolution time extension due to force majeure
This version allows extensions for force majeure events.
If the issue resolution is delayed due to a force majeure event, the resolution time may be extended by up to [X] business days, with the [Provider] notifying the [Customer] of the delay.
Resolution time clause with specific timeframes for different issue categories
This version defines different resolution times for categories.
The [Provider] agrees to resolve technical issues related to [feature] within [X] hours, and issues related to [feature] within [Y] business days.
Resolution time clause with accelerated resolution for high-priority customers
This version provides faster resolution for high-priority customers.
The [Provider] will prioritize resolution for high-value customers, ensuring that high-severity issues are resolved within [X] hours and low-severity issues within [Y] hours.
Resolution time clause with dispute resolution timeframes
This version defines time for dispute resolution.
Any disputes between the parties shall be resolved within [X] business days, with the [Provider] and [Customer] agreeing to meet to discuss the issue before the resolution timeframe expires.
Resolution time clause with agreed-upon resolution metrics
This version includes performance metrics.
The [Provider] shall resolve any issues within the agreed-upon timeframe, and failure to meet the resolution time of [X] hours will result in a report to both parties, including an analysis of the resolution performance.
Resolution time clause with grace period for resolution
This version allows a grace period for resolution.
If the [Provider] fails to resolve an issue within [X] hours, a grace period of [Y] additional hours will be granted to ensure adequate resolution before escalating the matter.
Resolution time clause with additional support for unresolved issues
This version provides additional support for unresolved issues.
If the issue is not resolved within the agreed resolution time of [X] hours, the [Provider] will provide additional support at no extra charge until the issue is fully resolved.
Resolution time clause with exclusion of resolution time for third-party failures
This version excludes third-party issues from resolution time.
The resolution time for issues arising from third-party software or services will be extended, and the [Provider] will not be responsible for resolving issues caused by third-party failures within the original timeframe.
Resolution time clause with expedited resolution upon request
This version allows expedited resolution.
The [Customer] may request an expedited resolution for urgent issues, which will be resolved within [X] hours for an additional fee as specified in [Schedule Y].
Resolution time clause with monitoring of unresolved issues
This version includes monitoring for unresolved issues.
If the issue is not resolved within the agreed-upon time, the [Provider] will monitor the issue until it is fully resolved, ensuring that no critical tasks are disrupted during the waiting period.
Resolution time clause with refund eligibility for extended resolution times
This version provides refund eligibility.
If the [Provider] fails to resolve a critical issue within [X] hours, the [Customer] will be eligible for a refund of [X]% of the monthly subscription for the affected service.
Resolution time clause with periodic resolution status reports
This version includes regular status reports.
The [Provider] will send periodic status reports on unresolved issues, at least every [X] hours, providing the [Customer] with updates on the resolution progress.
Resolution time clause with dispute mediation option
This version includes mediation for unresolved disputes.
If a resolution is not reached within [X] business days, both parties agree to mediation facilitated by a neutral third-party mediator to resolve the issue.
Resolution time clause with hourly resolution target
This version defines resolution time in hours.
For all technical issues, the [Provider] will resolve the issue within [X] hours from the time the issue is reported, excluding weekends and holidays.
Resolution time clause with real-time resolution tracking
This version tracks resolution progress in real-time.
The [Customer] will have access to a real-time tracking dashboard to monitor the resolution progress for any open issues until a resolution is reached.
Resolution time clause with automatic issue classification
This version includes automatic classification of issues.
The [Provider] will automatically classify support issues based on severity, with critical issues receiving resolution within [X] hours, and non-critical issues resolved within [Y] business days.
Resolution time clause with limitation on liability for resolution delays
This version limits liability for delays.
The [Provider] will not be liable for any indirect or consequential damages resulting from delays in issue resolution, except where the delay exceeds [X] business days.
Resolution time clause with advanced resolution for key accounts
This version offers priority for key accounts.
Key accounts, defined as those with annual revenue exceeding [X], shall have their issues resolved within [X] hours, with dedicated support resources assigned to these accounts.
Resolution time clause with maximum resolution time for non-urgent issues
This version sets a maximum for non-urgent issues.
Non-urgent issues will be resolved within a maximum of [X] business days, with regular follow-ups provided until the issue is fully resolved.
Resolution time clause with defined operational hours for resolution
This version specifies operational hours.
The [Provider] shall resolve all issues during operational hours, defined as [X] AM to [Y] PM on business days, and extend resolution times outside of these hours.
Resolution time clause with reduced resolution time for critical customer needs
This version reduces resolution time for critical needs.
If the issue is critical to the [Customer]'s business operations, the [Provider] agrees to resolve the issue within [X] hours, regardless of the issue type or complexity.
Resolution time clause with real-time communication for urgent issues
This version includes real-time communication.
For critical issues, the [Customer] shall be in direct communication with a dedicated support agent in real-time until the issue is resolved, with updates every [X] minutes.
Resolution time clause with customized resolution for large-scale implementations
This version provides custom resolution timelines.
For large-scale implementations, the [Customer] and [Provider] will mutually agree upon customized resolution timelines, taking into account the complexity and scope of the issue.
Resolution time clause with downtime compensation for delayed resolutions
This version compensates for downtime.
If the [Provider] fails to resolve an issue affecting the availability of the licensed materials within [X] hours, the [Customer] shall receive downtime compensation in the form of a service credit equal to [Y]%.
Resolution time clause with urgent escalation for high-impact issues
This version ensures urgent escalation.
High-impact issues that cause significant disruption to the [Customer]’s business operations shall be escalated to the highest level of technical support for resolution within [X] hours.
Resolution time clause with cross-department resolution coordination
This version coordinates between departments.
The [Provider] shall ensure that any resolution requiring coordination between multiple departments (e.g., engineering, support, and product) is resolved within [X] hours, with seamless communication between departments.
Resolution time clause with scheduled resolution milestones
This version sets milestone deadlines.
The [Provider] agrees to resolve the issue by the following milestones: [X]% of the issue addressed within [Y] hours, and [100]% resolution within [Z] business days. Progress will be communicated regularly.
Resolution time clause with customer notification of resolution progress
This version includes notification of progress.
The [Provider] shall notify the [Customer] every [X] hours of the progress made in resolving the issue, with a final resolution time of no longer than [Y] hours for critical issues.
Resolution time clause with extended resolution period for unforeseen issues
This version accounts for unforeseen issues.
If unforeseen complications arise during the resolution process, the [Provider] will notify the [Customer] and request an extension of [X] additional hours to resolve the issue.
Resolution time clause with prioritized resolution for long-term customers
This version gives priority to long-term customers.
The [Provider] will prioritize resolution of any issues reported by long-term customers, defined as those with [X] years of service, ensuring resolution within [Y] hours for critical issues.
Resolution time clause with maximum resolution time for minor issues
This version sets a limit for minor issues.
Minor issues, including [examples], must be resolved by the [Provider] within [X] business days, with no exceptions for delays.
Resolution time clause with separate resolution times for different issue types
This version defines specific times for various issues.
Technical issues will be resolved within [X] hours, while customer service inquiries will be addressed within [Y] business days, depending on the nature of the issue.
Resolution time clause with confirmation of resolution
This version requires confirmation post-resolution.
Upon resolution of an issue, the [Provider] shall send the [Customer] a confirmation that the issue has been fully resolved, including details of actions taken, within [X] hours.
Resolution time clause with provision for support escalation
This version provides an escalation procedure.
If an issue is not resolved within the specified timeframe, it will be automatically escalated to senior technical support, with the resolution to occur within [X] additional hours.
Resolution time clause with extended resolution period for complex issues
This version extends time for complex issues.
Complex technical issues, including [examples], shall be resolved within [X] business days, with the [Provider] notifying the [Customer] regularly of the resolution process.
Resolution time clause with agreed-upon dispute resolution time
This version sets a dispute resolution period.
Any disputes arising from the functionality of the licensed materials will be resolved within [X] business days after the dispute notice is issued, following mutual agreement of both parties.
Resolution time clause with expedited resolution for critical systems
This version includes expedited resolution.
For critical systems that impact business operations, the [Provider] agrees to resolve issues within [X] hours, with expedited handling under the Premium Support Package.
Resolution time clause with support for system upgrades
This version includes upgrade support.
In case of system upgrades that affect the functionality, the [Provider] shall resolve any issues arising from the upgrade within [X] business hours, ensuring minimal downtime.
Resolution time clause with root cause analysis report after resolution
This version includes root cause analysis.
The [Provider] will provide a detailed root cause analysis report within [X] business days after resolving any critical issue, outlining the cause and steps taken to prevent recurrence.
Resolution time clause with temporary workaround provision
This version includes temporary solutions.
If the issue cannot be fully resolved within the agreed time, the [Provider] will implement a temporary workaround, ensuring that full resolution is completed within [X] business days.
Resolution time clause with notification requirement for delays
This version includes notification for delays.
If the [Provider] expects any delay in resolution beyond [X] hours, the [Customer] will be notified in writing with an updated expected resolution timeline.
Resolution time clause with high-impact issue resolution priority
This version prioritizes high-impact issues.
High-impact issues, such as system outages or data loss, must be resolved within [X] hours, and will receive immediate priority for the entire resolution process.
Resolution time clause with agreed-upon resolutions for non-technical issues
This version defines time for non-technical issues.
Non-technical issues, such as billing or account management concerns, shall be resolved within [X] business days, with clear communication provided to the [Customer] throughout the process.
Resolution time clause with mutual agreement for extended timelines
This version allows mutual extensions.
If the resolution time must be extended due to unforeseen circumstances, both the [Customer] and [Provider] will mutually agree upon the extended resolution period.
Resolution time clause with service-level agreement (SLA) for all resolution times
This version includes an SLA.
All resolution times will adhere to the terms set in the Service Level Agreement (SLA), with critical issues to be resolved within [X] hours, and non-critical issues within [Y] business days.
Resolution time clause with a reduction in service fees for delayed resolution
This version reduces service fees for delays.
If the [Provider] fails to meet the resolution timeframe for high-priority issues, the [Customer] shall receive a [X]% reduction in service fees for the affected period.
Resolution time clause with resolution tracking system
This version includes tracking of resolution progress.
The [Customer] will have access to an online portal to track the progress of issue resolution in real-time, with automatic updates provided by the [Provider] until the issue is resolved.
Resolution time clause with resolution-time exception for major updates
This version provides exceptions for updates.
Any major system updates that require significant changes to the licensed materials may extend the resolution time by [X] business days, as agreed upon in advance by both parties.
Resolution time clause with additional troubleshooting time for complex bugs
This version allows extra time for complex bugs.
For complex bugs requiring extensive debugging, the [Provider] may extend the resolution time by up to [X] business days, providing the [Customer] with progress reports every [X] hours.
Resolution time clause with deadline extensions based on customer collaboration
This version accounts for customer involvement.
If the [Customer] delays the resolution process by not providing necessary information or access within [X] business days, the resolution timeline will be extended accordingly.
Resolution time clause with clear resolution time for documentation issues
This version defines time for documentation issues.
Any issues related to documentation or user guides shall be resolved by the [Provider] within [X] business days, with a revised document or additional clarification provided.
Resolution time clause with resolution for recurring issues
This version handles recurring issues.
If the same issue is reported more than [X] times within [Y] business days, the [Provider] will provide a more permanent resolution, with a resolution time of no more than [Z] hours.
Resolution time clause with immediate resolution for security-related issues
This version prioritizes security issues.
Any security-related issues, including potential breaches or vulnerabilities, shall be resolved within [X] hours to ensure the safety of the [Customer]’s data and systems.
Resolution time clause with post-resolution testing
This version includes testing after resolution.
After resolution, the [Provider] shall perform testing to verify that the issue is fully resolved, and confirm that all affected services and features are functioning properly within [X] hours.
Resolution time clause with agreed-upon interim resolution steps
This version allows interim steps.
If the full resolution will take longer than expected, the [Provider] will implement interim solutions within [X] hours to minimize disruption until the final resolution is achieved.
Resolution time clause with agreed-upon time for resolution confirmation
This version defines confirmation time.
The [Customer] must confirm issue resolution within [X] hours of being notified that the issue has been resolved by the [Provider]. If no confirmation is received, the issue will be marked as resolved.
Resolution time clause with time extension for dependencies on third-party actions
This version includes third-party dependencies.
If the resolution requires action from a third party, the [Provider] will notify the [Customer] of the expected delay and provide a new resolution timeline based on third-party actions.
This article contains general legal information and does not contain legal advice. Cobrief is not a law firm or a substitute for an attorney or law firm. The law is complex and changes often. For legal advice, please ask a lawyer.