Common use of Incident Response Timescales Clause in Contracts

Incident Response Timescales. 7.2.1. ES SYSTEMS LTD shall use best endeavours to assign an Incident to an appropriate ES SYSTEMS LTD engineer within 30 minutes of the generation or receipt of a fault for no less than 95% of Incidents properly submitted to ES SYSTEMS LTD by the Client in accordance with Clause 7.1. 7.2.2. ES SYSTEMS LTD shall use best endeavours to make an update on an Incident available to the Client via email within the response times specified in Clause 7.4.1.