Common use of Fault Response Clause in Contracts

Fault Response. (a) During the staffed hours of the NMC. The NMC shall undertake an initial investigation and where appropriate ask the engineer(s) at work or on-call to verify the existence of a fault. Once a fault has been identified, it is addressed and processed in line with the procedure outlined in Clause 7.4. Outside of the engineer’s normal working hours, if necessary the NMC will alert the on-call engineer(s) to attend the fault(s). (b) Outside the staffed hours of the NMC. The scheduled on-call engineer shall undertake an initial investigation and verify the existence of a fault. Once a fault has been identified, it is addressed and the relevant information communicated to the NMC the following morning for processing as per Clause Section 7.3. (c) In the event that any level fault cannot be resolved by remote control a Network Operator engineer (subject to Sub Sections 7.6(e), 7.6(f), 7.6(g) and 7.6(h) below) shall attend the site of the fault within the “Maximum Response Time” as detailed in Table 1. (d) For the purposes of this Agreement, “Maximum Response Time” shall mean the time between the Network Operator first becoming aware of a ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇ or Level 3 fault at a site, either through its own monitoring or by a confirmed report from the Client, and/or a party nominated by the Client, and the arrival at the site of suitably trained and skilled personnel to investigate and seek to remedy such fault, or the resolution of the fault by other means. This is the maximum response time and the Network Operator would expect to, and endeavour to, attend all faults substantially inside this maximum.