Maintenance and Troubleshooting Clause Samples

The MAINTENANCE AND TROUBLESHOOTING clause outlines the responsibilities and procedures for maintaining equipment or systems and addressing any operational issues that arise. Typically, it specifies which party is responsible for performing regular maintenance, how problems should be reported, and the expected response times for troubleshooting and repairs. This clause ensures that equipment remains in good working order and that any malfunctions are promptly addressed, thereby minimizing downtime and clarifying each party's obligations in maintaining operational efficiency.
POPULAR SAMPLE Copied 3 times
Maintenance and Troubleshooting. The Contractor shall furnish help desk services to be made available during the entire term of the Contract to Authorized Users and OGS. The cost for these services shall be presumed to be included in the Payment Processing Service and/or Point of Sales (POS) Terminal fees. The Contractor shall provide help desk services for Authorized Users and OGS based on a twenty-four (24) hours per day, seven (7) days per week, three-hundred sixty-five (365) days per year basis, including holidays, in order to address all Authorized User and OGS assistance needs and technical issues for submitting electronic payment transactions, including assistance with Point of Sales (POS) Terminals (hardware and software). The Authorized User assistance line(s) must be a toll-free number(s) which provide direct assistance, intake service with follow-up resolution and requests for escalated assistance. Additionally, the Contractor shall maintain and provide each Authorized User with a list of the names and business phone numbers of the customer assistance staff (e.g., Contract Manager, Technical Assistant, Customer Assistant) to be available during normal business hours. Upon request, the Contractor shall describe the system to be used in providing Help Desk Services to Authorized Users. This description should include but not be limited to: access to the system, number of lines available and staffing levels and experience, blockage rates and not to exceed times on hold, the Credit/Charge Card transaction authorization, verification and inquiry services for Contractor provided POS Terminals and all other customer assistance services. The Contractor shall repair or replace POS (hardware/software) within 24 hours and provide next business day on- site assistance, as needed.
View SourceView Similar (4)
Maintenance and Troubleshooting. (a) You are responsible for, and must pay all costs in relation to, all routine and emergency maintenance and repair of the Customer Equipment in a timely fashion. (b) You must work co- operatively with, and provide assistance to, 2degrees in the isolation of faults and maintenance requirements relating to the Customer Equipment and the Services. Such assistance includes the provision of loop backs and bit error rate testing. (c) You must bear all costs associated with third party efforts in disaster recovery, trouble-shooting or other support agreements, provided that You agree in advance to retain third parties to provide such services. You must advise 2degrees of the material terms of such agreements. (d) You must ensure that the equipment and cabling connecting the Customer Equipment to 2degrees’
View Source

Related to Maintenance and Troubleshooting

  • NETWORK MAINTENANCE AND MANAGEMENT 38.1 The Parties will work cooperatively to implement this Agreement. The Parties will exchange appropriate information (for example, maintenance contact numbers, network information, information required to comply with law enforcement and other security agencies of the government, escalation processes, etc.) to achieve this desired result. 38.2 Each Party will administer its network to ensure acceptable service levels to all users of its network services. Service levels are generally considered acceptable only when End Users are able to establish connections with little or no delay encountered in the network. Each Party will provide a twenty four (24)-hour contact number for Network Traffic Management issues to the other’s surveillance management center. 38.3 Each Party maintains the right to implement protective network traffic management controls, such as “cancel to”, “call gapping” or seven (7)-digit and ten (10)-digit code gaps, to selectively cancel the completion of traffic over its network, including traffic destined for the other Party’s network, when required to protect the public-switched network from congestion as a result of occurrences such as facility failures, switch congestion or failure or focused overload. Each Party shall immediately notify the other Party of any protective control action planned or executed. 38.4 Where the capability exists, originating or terminating traffic reroutes may be implemented by either Party to temporarily relieve network congestion due to facility failures or abnormal calling patterns. Reroutes shall not be used to circumvent normal trunk servicing. Expansive controls shall be used only when mutually agreed to by the Parties. 38.5 The Parties shall cooperate and share pre-planning information regarding cross-network call-ins expected to generate large or focused temporary increases in call volumes to prevent or mitigate the impact of these events on the public-switched network, including any disruption or loss of service to the other Party’s End Users. Facsimile (FAX) numbers must be exchanged by the Parties to facilitate event notifications for planned mass calling events. 38.6 Neither Party shall use any Interconnection Service provided under this Agreement or any other service related thereto or used in combination therewith in any manner that interferes with or impairs service over any facilities of AT&T-21STATE, its affiliated companies or other connecting telecommunications carriers, prevents any carrier from using its Telecommunications Service, impairs the quality or the privacy of Telecommunications Service to other carriers or to either Party’s End Users, causes hazards to either Party’s personnel or the public, damage to either Party’s or any connecting carrier’s facilities or equipment, including any malfunction of ordering or billing systems or equipment. Upon such occurrence either Party may discontinue or refuse service, but only for so long as the other Party is violating this provision. Upon any such violation, either Party shall provide the other Party notice of the violation at the earliest practicable time. 38.7 AT&T TENNESSEE hereby commits to provide Disaster Recovery to CLEC according to the plan below. 38.7.1 AT&T TENNESSEE Disaster Recovery Plan 38.7.2 In the unlikely event of a disaster occurring that affects AT&T TENNESSEE’s long-term ability to deliver traffic to a CLEC, general procedures have been developed by AT&T TENNESSEE to hasten the recovery process in accordance with the Telecommunications Service Priority (TSP) Program established by the FCC to identify and prioritize telecommunication services that support national security or emergency preparedness (NS/EP) missions. A description of the TSP Program as it may be amended from time to time is available on AT&T TENNESSEE’s Wholesale – Southeast Region Web site. Since each location is different and could be affected by an assortment of potential problems, a detailed recovery plan is impractical. However, in the process of reviewing recovery activities for specific locations, some basic procedures emerge that appear to be common in most cases. 38.7.3 These general procedures should apply to any disaster that affects the delivery of traffic for an extended time period. Each CLEC will be given the same consideration during an outage, and service will be restored as quickly as possible. AT&T TENNESSEE reserves the right to make changes to these procedures as improvements become available or as business conditions dictate. 38.7.4 This plan will cover the basic recovery procedures that would apply to every CLEC.

  • Maintenance and Support NCR Voyix is solely responsible for providing any maintenance and support services with respect to the Software as specified in the Agreement, or as required under applicable law. The parties acknowledge that Apple has no obligation whatsoever to furnish any maintenance and support services with respect to the Software.

  • System Upgrades The Connecting Transmission Owner shall procure, construct, install, and own the System Upgrade Facilities and System Deliverability Upgrades described in Attachment 6 of this Agreement. To the extent that design work is necessary in addition to that already accomplished in the Class Year Interconnection Facilities Study for the Interconnection Customer, the Connecting Transmission Owner shall perform or cause to be performed such work. If all the Parties agree, the Interconnection Customer may construct System Upgrade Facilities and System Deliverability Upgrades. 5.2.1 As described in Section 32.3.5.3 of the SGIP in Attachment Z of the ISO OATT, the responsibility of the Interconnection Customer for the cost of the System Upgrade Facilities and System Deliverability Upgrades described in Attachment 6 of this Agreement shall be determined in accordance with Attachment S of the ISO OATT, as required by Section 32.3.5.3.2