Common use of The Emergency Support Service Clause in Contracts

The Emergency Support Service. (a) The Help-Desk will provide the Emergency Support Service. (b) The Emergency Support Service shall be available by phone 24 hours a day, 7 days a week, 365/366 days a year (as applicable). (c) PARTNER'S technical support personnel (TSC2) shall be required to call TELKOM's representative (TSC1) back within 15 minutes of receiving TELKOM's call, email or fax at the Help Desk for an emergency problem. All emergency problems will be recorded as 'Critical Faults' by the Help Desk. (d) PARTNER'S technical support personnel should reach the site of the problem within the stated transportation time in Appendix C from receiving TELKOM's call at the Help Desk relating to an emergency problem. (e) PARTNER will provide a Temporary Fix within sixty (60) minutes (after arriving at the site of the problem, if remote support is not capable of resolving the problem). (f) Except in circumstances where a software patch is required necessitating a longer period of time, PARTNER will provide a Permanent Fix within 24 hours of receiving the call.

The Emergency Support Service. (a) The Help-Desk will provide the Emergency Support Service. (b) The Emergency Support Service shall be available by phone 24 hours a day, 7 days a week, 365/366 days a year (as applicable). (c) PARTNER'S 's technical support personnel (TSC2) shall be required to call TELKOM's representative (TSC1) back within 15 minutes of receiving TELKOM's call, email or fax at the Help Desk for an emergency problem. All emergency problems will be recorded as 'Critical Faults' by the Help Desk. (d) PARTNER'S 's technical support personnel should reach the site of the problem within the stated transportation time in Appendix C from receiving TELKOM's call at the Help Desk relating to an emergency problem. (e) PARTNER will provide a Temporary Fix within sixty (60) minutes (after arriving at the site of the problem, if remote support is not capable of resolving the problem). (f) Except in circumstances where a software patch is required necessitating a longer period of time, PARTNER will provide a Permanent Fix within 24 hours of receiving the call.