REMEDIAL MAINTENANCE Sample Clauses

REMEDIAL MAINTENANCE. Contractors shall track the status of each Critical, Major, and Minor Failure (as defined in SLA) through the Trouble Ticket Log. Contractors shall provide the telephone number of their customer support center to each PSAP with whom they have an evergreen Contract for reporting Critical, Major, and Minor Failures. The Contractor’s customer support center telephone shall be answered 24 hours a day, seven (7) days a week by a live person. The Contractor’s customer support center will be responsible for coordinating the resources necessary to correct Critical, Major, and Minor Failures and for accurately updating the Trouble Ticket Log.

REMEDIAL MAINTENANCE a. Upon notification from the Client that the equipment has failed or is malfunctioning, the Contractor shall make such repairs and adjustments to and replace such parts of the equipment as may be necessary to restore the equipment to its proper operating condition to client’s satisfaction. (i) Where in the course of a cyclone, the computer system has been switched off, the Contractor shall, within a period of 24 hours after the cyclone warning has been lifted, or within 2 hours of having been informed by the Client that it wishes to switch on the computer system, the Contractor shall carry out an inspection and switch on the computer system; (ii) Where the Contractor is of the view that it would not be safe to switch on the computer system, he shall so advise the Client and instruct the Client of the steps to be taken so as to have the computer system operational within the shortest possible delay; (iii) In any case the Contractor shall be present when the computer system is to be switched on; (iv) The contract of maintenance shall be deemed to cover any service provided under this paragraph and any action taken such as, but not limited to the replacement of defective parts, reinstallation of software, reconfiguration of the system and in case of defects not resulting directly or indirectly from the cyclone.

REMEDIAL MAINTENANCE. Whenever an Authorized User enters into any Maintenance Agreement with Contractor, the Contractor automatically becomes responsible for the performance of Remedial Maintenance. Authorized Users cannot waive the Remedial Maintenance and Remedial Maintenance Response Requirements listed in Section 5.3 – Remedial Maintenance. Whether the Authorized User elects to subscribe to monthly Maintenance, prepaid annual Maintenance, or Time and Materials (T&M), Remedial Maintenance must be performed after the Authorized User notifies the Contractor that the Equipment-System is inoperable or unsuitable for operation. The Contractor will be responsible for ensuring that Service for each request is provided in accordance with the following: Chart 1: Remedial Maintenance Descriptions and Requirements Level of Service Description Response Time

REMEDIAL MAINTENANCE. 4.1 In the event of a Fatal Error, Supplier shall respond within four (4) hours after notification thereof by Participant. Supplier shall use best efforts to provide at least a Workaround without material interruption of the Software within two (2) days. A permanent solution for a Fatal Error shall be provided by Supplier with an Update of the Software as soon as possible thereafter, but no later than fourteen (14) days after the report by Participant. 4.2 In the event of a Critical Error, Supplier shall respond within four (4) hours after notification thereof by Participant. Supplier shall use best efforts to provide at least a Workaround without material interruption of the Software within five (5) days. A permanent solution for a Critical Error shall be provided by Supplier with an Update of the Software as soon as possible thereafter, but no later than fourteen (14) days after the report by Participant. 4.3 In the event of a Major Error, Supplier shall use reasonable commercial efforts to provide at least a Workaround within ten (10) days after the reporting of such Error by Participant. A permanent solution for a Major Error shall be provided by Supplier with an Update of the Software as soon as possible thereafter, but no later than thirty (30) days after the report by Participant. 4.4 Minor Errors shall be solved by Supplier in the next regular Update of the Software, but no later than ninety (90) days after the report by Participant. 4.5 The category of the respective Error shall be determined by Participant after consultation of Supplier.

REMEDIAL MAINTENANCE. Involves either repair or replacement of Equipment/Systems in the event that an Equipment/System Malfunctions. For additional information, see Section 4 – Installation and Integration and Section 5 – Maintenance.

REMEDIAL MAINTENANCE. The Maintenance Service sheets for Remedial Maintenance must include, at a minimum, the following information for each request for Service: A. Date and time notified B. Date and time of arrival and departure C. Description of malfunction/failure reported D. Diagnosis of malfunction/failure and work performed E. Charges for Services and Equipment, if applicable (Authorized User Total Hourly Rate and Authorized User NYS Net Pricing)

REMEDIAL MAINTENANCE. Seller shall provide remedial maintenance regarding defective or non-functioning Equipment, Products and Software to the same extent, and within the same timeframes, as it provides under its warranty obligations in the Contract and, with respect to Software, the Software License.

REMEDIAL MAINTENANCE. When Equipment has become inoperative, Seller personnel will make every reasonable effort to respond within one workday after, and no greater than 3 workdays after Buyer has requested service and to restore Equipment performance to proper specifications.

REMEDIAL MAINTENANCE. The Contractor shall provide remedial maintenance services which cover parts, labour and onsite warranty for three (3) years with the exception for thumb drive is for one (1) year. The response time for remedial maintenance from receipt of notice from the Government by fax or email of any problems regarding the Equipment shall be two (2) hours. The Contractor shall repair the Equipment within twenty four (24) hours from receipt of notice from the Government. After 24 hours if the equipment complained of is still not functioning properly, the Contractor shall provide a replacement or loan unit of the equipment with the same minimum specification. After 72 hours from the receipt of notice, if the equipment is still not functioning and the Contractor fails to provide a replacement or loan unit, the Government shall exercise its rights under Clause 19.1 against the Contractor.