Guide on Response and Resolution Times Clause Samples

Guide on Response and Resolution Times. Bluesight will provide telephone and e‐mail support according to the following Support Services Matrix. The response and resolution times set out below will apply to problem reports received by Bluesight. If Customer notifies Omnicell of Unscheduled Downtime or unresolved Errors, Omnicell will notify Bluesight's support staff. The problem reports shall only pertain to Errors originating in ControlCheck. Bluesight shall use its commercially reasonable efforts to correct the Errors in accordance with the time frames described below. Telephone and e‐mail Support1 Coverage 24 Hours/Day ‐ 7 Days/Week ‐ 365 Days/Year as follows: Response Times(Maximum) 30 Minutes: Monday‐Friday 7 AM ‐ 8PM EST2 Hours: Monday‐Friday 8PM ‐ 7AM EST and Saturdays, Sundays, and Holidays On‐Site Support At Bluesight’s Discretion Timeframe forStatus Update Provide status update to Customer within two (2) hours of Bluesight receiving supportcall for reported issue. Timeframe for Error Resolution Plan Resolution Plan2 within one(1) Working Day3 of reportedissue to Bluesight. Resolution Plan within three(3) Working Days ofreported issue to Bluesight. Resolution Plan within five(5) Working Days of reportedissue to Bluesight. 1. Response Times apply to Customer e‐mail support requests received by Bluesight during Normal Business Hours. Customer e‐mail support requests received by Bluesight outside Normal Business Hours will be addressed the following Working Day. 2. “Resolution Plan” means an acceptable solution for both Customer and Bluesight, with a mutually agreed time plan for the implementation and solution.3. “Working Days” means between Normal Business Hours, Monday to Friday (excluding U.S. federal holidays).
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Related to Guide on Response and Resolution Times

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  • Dispute Resolution All or any disputes arising out or touching upon or in relation to the terms and conditions of this Agreement, including the interpretation and validity of the terms thereof and the respective rights and obligations of the Parties, shall be settled amicably by mutual discussion, failing which the same shall be settled through the adjudicating officer appointed under the Act.

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