SERVICE LEVEL GUARANTEES. 8.1. Graph shall perform the Services and provide the Deliverables with reasonable due care, skill and diligence, and in accordance with generally accepted industry standards and practices and any additional standards as agreed between the parties in writing throughout the course of the project. 8.2. All guarantees or assurances as to project timelines, service level and response times are subject to Graph receiving full co-operation from Customer and, in keeping to such guarantees or assurances, Graph shall use reasonable endeavours to deliver the Services. 8.3. Where Graph specifies that a particular member of staff be dedicated to work for Customer, Graph may due to a reasonable business need such as personal illness, staff shortage, business restructuring or any other reason allocate a replacement member of staff to Customer subject that the replacement member of staff possesses a sufficient level of experience or technical knowledge to provide an equivalent level of service to Customer. Graph will inform Customer of such a change within five working days of such a change being made. 8.4. Graph shall, and shall procure that its subcontractors, consultants and employees shall, comply with all of the policies and procedures in place from time to time at the Customer’s premises and shall also comply with all reasonable standards of safety in force at the premises where the Services are provided and report to the Customer any unsafe working conditions or practices.
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Sources: Framework Agreement, Framework Agreement