Common use of Response Times Clause in Contracts

Response Times. 22.1. The Contractor will have a proven fault reporting and rectification service with defined contact numbers and procedures. 22.2. Standard response is required when a product has failed, irrespective of whether some functionality may still be available or alternative products available. Response Time is defined as: “The time it takes for an engineer to attend the Framework Public Body’s site (or resolve remotely) after the fault has been reported to the Contractor”. 22.3. The Contractor must demonstrate that they can provide a genuine standard Response Time of next Working Day but no longer than 24 hours after the fault has been reported to the Contractor unless otherwise agreed with the Framework Public Bodies for all catalogue devices with the exception of Very High Volume. A standard Response Time of 2 Working Hours is applicable for Very High Volume products. Response times will cover the defined Working Hour and Working Day and cover both the products and software elements across the geography of Scotland. 22.4. There will be a requirement for the Contractor to provide a Critical Response Time of 2 Working Hours from the time a fault was reported to the Contractor. Critical response time is typically required when a product has completely failed and there is no reasonable alternative product/option available. The Framework Public Body will identify the response required as “critical” when reporting the fault. The definition of a critical response and associated critical criteria should be agreed at the start of the agreement between the Contractor and the Framework Public Body. 22.5. The Contractor will be required to provide a maximum fix time of 4 Working Hours from the point where work commenced to resolve the fault. 22.6. The Contractor will be required to provide a First Time Fix report to determine and minimise the number of return visits per product. First Time Fix is defined as: “The volume of faults per product fixed first time that did not require a follow up visit to repair a similar fault within a 4-week timeframe.”