Common use of Trouble Reports Clause in Contracts

Trouble Reports. From time to time, failures in or degradation --------------- of Products comprising the System may cause services provided by the System to be adversely affected. It is necessary that immediate assistance be provided by the Vendor to allow the Owner to restore the affected service. Critical service Outages which cannot be resolved by the Owner's field technicians or technical support engineers using procedures described in the Vendor's Operating Manuals, Maintenance and Instruction Manuals and Training will be transmitted to the Vendor as a Trouble Report ("TR"). The Vendor will assign an identifying number to each TR to aid in tracking its disposition. TRs will be immediately addressed by the Vendor through Emergency Technical Assistance under guidelines set forth in this subsection 2.26.2. TRs may not be considered concluded until the solution is concurred upon by an Owner's employee within the Owner's operations control center ("OCC"). The root cause of problems resulting in TRs may be System Defects or Deficiencies which must be corrected through Product or procedure changes. Problems with the System requiring such changes will be referred to the Vendor for action through a customer service request ("CSR"). The Vendor is authorized by the Owner to install and integrate, at the Vendor's expense, any Software Upgrade or Software Enhancement pursuant to mutual agreements reached between the Vendor and the Owner.

Trouble Reports. From time to time, failures in in, or degradation --------------- of of, Products comprising the System may cause services provided by the System to be adversely affected. It is necessary that immediate assistance be provided by the Vendor to allow the Owner to restore the affected service. Critical service Outages which outages that cannot be resolved by the Owner's field technicians or technical support engineers using procedures described in the Vendor's Operating Manuals, Maintenance and Instruction Manuals and Training will be transmitted to the Vendor as a Trouble Report ("TR"). The Vendor will assign an identifying number to each TR to aid in tracking its dispositionresolution. TRs will be immediately addressed by the Vendor through Emergency Technical Assistance under guidelines set forth in this subsection 2.26.22.26.3. TRs may not be considered concluded until the solution is concurred upon by an Owner's employee of the Owner within the Owner's operations control center ("OCC"). The root cause of problems resulting in TRs may be System Defects or Deficiencies which must be corrected through Product or procedure changes. Problems with the System requiring such changes will be referred to the Vendor for action through a customer service request Customer Service Request ("CSR"). The Vendor is authorized by the Owner to install and integrate, at the Vendor's expense, any Software Upgrade or Software Enhancement pursuant to mutual agreements reached between the Vendor and the Owner.