Common use of Incident Resolution Clause in Contracts

Incident Resolution. 6.1. If you report an Incident with a Service(s) we will respond by carrying out one or more of the following actions: 6.1.1. providing advice by email or telephone, including advice, where appropriate, as to tests and checks to be carried out by you; 6.1.2. where possible, carrying out diagnostic checks from our premises; or 6.1.3. visit the relevant Site if our action under Paragraph 6.1.1 and 6.1.2 does not result in the fault being diagnosed or cleared and where such a visit is considered necessary by us. 6.2. In providing the Services, we will use reasonable endeavours to comply with the Response Targets and Target Resolution Times set out below. 6.3. For the purposes of this SLA Schedule you acknowledge and agree that, save for manifest error, only those performance measures produced by us will be used as the basis for assessing our SLA performance. 6.4. If a Delay occurs during the Incident resolution, the Target Resolution Time will be paused and will enter into Paused Resolution Time until the Delay causing the Paused Resolution Time is resolved. In the event that a Paused Resolution Time lasts for longer than three (3) days we reserve the right to reset the Target Resolution Time affected by the Delay. In this event the Target Resolution Time will start running again from the beginning, once the Delay is fully resolved. 6.5. In particular, but without limitation, the following events will cause a Target Resolution Time to be paused and will enter into Paused Resolution Time: 6.5.1. fault passed back for retest: we believe that the Incident has been resolved and require confirmation from you after a retest. Paused Resolution Time will apply until you confirm to us if the Incident has been resolved or not. 6.5.2. further diagnostics required: we require further diagnostics from you in order to progress with the Incident Resolution (e.g. we request you to change your login details to allow us or our agents to perform more in-depth analysis). Paused Resolution Time will apply until you complete the require action and inform us; 6.5.3. awaiting Customer visit appointment: a visit to any of your Sites is required by us or our suppliers and you, a representative or agent is not available 24 hours a day, 7 days a week for this appointment. You must advise us of this as soon as possible so we can then, if relevant, liaise with our suppliers to find a more suitable time. Paused Resolution Time will apply while we determine and you confirm availability for a new visit; 6.5.4. appointment rejected by Customer: Paused Resolution Time will apply until a new suitable appointment has been made; 6.5.5. no access to a Site at appointment slot: Paused Resolution Time will apply until a new appointment has been made; and