Common use of Assessment Time Clause in Contracts

Assessment Time. Call Priority Response Time Assessment Time Resolution Time Support Hours Core Service Hours 08.30 - 17:30 5 days a week Monday- Friday (Excluding UK Bank Holidays) (a) Response Time will be measured as continuous elapsed hours. (b) Resolution Delivery Time will always be measured as continuous lapsed hours. (c) MERIDIAN IT Resolution Delivery Time will always be measured as time available during the MERIDIAN IT service hours as table in 1.3.3 :- (d) In the case where the effort required to resolve a problem is deemed to take longer than the relevant Resolution Delivery Time, MERIDIAN IT will contact the CUSTOMER with a view to discuss the situation and investigate the possibility of an interim solution however it must be understood that resolution within the SLA period cannot be guaranteed. (e) For Severity '1' and '2' categories a plan of action must be agreed between MERIDIAN IT and the CUSTOMER during the response call. MERIDIAN IT staff shall make every reasonable effort to do this within the times stated above, but the CUSTOMER must also ensure availability of relevant personnel to successfully address the issue. (f) In order to resolve issues, MERIDIAN IT must be able to recreate the problem in order to determine a suitable solution. (g) MERIDIAN IT will provide a named account manager. (h) MERIDIAN IT cannot be responsible and held liable for delays in support where dependent on 3rd party support. • The MERIDIAN IT Service desk is for support calls relating to the availability of the virtual machines, storage, backup, network connectivity and Syteline support as detailed in schedule 2. • Any calls relating to the application (Syteline) will be logged with the MERIDIAN IT Service desk and assigned to Syteline Support or escalated to lnfor as applicable. • All calls relating to service desk must be channeled by a nominated CUSTOMER agent and routed directly through the MERIDIAN IT service desk • Where additional support or additional services are required outside the contract, this must be agreed between the CUSTOMER and the designated Account Manager. Prior to any additional work the CUSTOMER will provide a PO. Version 1.1 Meridian IT UK Commercial-in-Confidence Page 51 of 61

Assessment Time. Call Priority Response Time Assessment Time Resolution Time Support Hours Core Service Hours 08.30 - 17:30 5 days a week Monday- Friday (Excluding UK Bank Holidays) (a) Response Time will be measured as continuous elapsed hours. (b) Resolution Delivery Time will always be measured as continuous lapsed hours. (c) MERIDIAN IT Resolution Delivery Time will always be measured as time available during the MERIDIAN IT service hours as table in 1.3.3 :- (d) In the case where the effort required to resolve a problem is deemed to take longer than the relevant Resolution Delivery Time, MERIDIAN IT will contact the CUSTOMER with a view to discuss the situation and investigate the possibility of an interim solution however it must be understood that resolution within the SLA period cannot be guaranteed. (e) For Severity '1' and '2' categories a plan of action must be agreed between MERIDIAN IT and the CUSTOMER during the response call. MERIDIAN IT staff shall make every reasonable effort to do this within the times stated above, but the CUSTOMER must also ensure availability of relevant personnel to successfully address the issue. (f) In order to resolve issues, MERIDIAN IT must be able to recreate the problem in order to determine a suitable solution. (g) MERIDIAN IT will provide a named account manager. (h) MERIDIAN IT cannot be responsible and held liable for delays in support where dependent on 3rd party support. • The MERIDIAN IT Service desk is for support calls relating to the availability of the virtual machines, storage, backup, network connectivity and Syteline support as detailed in schedule 2. • Any calls relating to the application (Syteline) will be logged with the MERIDIAN IT Service desk and assigned to Syteline Support or escalated to lnfor as applicable. • All calls relating to service desk must be channeled by a nominated CUSTOMER agent and routed directly through the MERIDIAN IT service desk • Where additional support or additional services are required outside the contract, this must be agreed between the CUSTOMER and the designated Account Manager. Prior to any additional work the CUSTOMER will provide a PO. . Version 1.1 Meridian IT UK Commercial-in-Confidence Page 51 of 611.1