Common use of Additional Assistance Clause in Contracts

Additional Assistance. 12.3.1 For the Software licensed in Section 8, Contractor will dispatch trained and qualified Services Staff to the Department’s applicable Site in the event that: (i) such assistance as described in Section 12.2 does not resolve Deficiencies or problems related to the Department’s inquiries regarding Equipment or Software at such Site within 24 hours after Contractor’s response to the Department; (ii) the Module is non-Operational; and (iii) the Department’s requests additional assistance. If the Module is non-Operational, such Contractor Staff must remain at the Site on a 24 hour, seven days a week basis repairing the Module until it operates in accordance with its Specifications. 12.3.2 If such assistance as described in Section 12.3.1 does not resolve Deficiencies or problems related to the Department’s inquiries regarding Equipment and Software at such Site for other types of conditions than described in Section 12.3.1 within 24 hours of Contractor’s response to the Department, and the Department requests additional assistance, Contractor will dispatch trained and qualified Services Staff to the Site within four hours of the Department’s request and such Staff must be at such Site within 24 hours of the Department’s request for additional assistance. 12.3.3 As the Module is provided on a SaaS basis from data center locations other than the Department’s applicable Site, the parties clarify that the commitments to dispatch Services Staff to the Department’s applicable Site as described above will only apply if the parties agree the presence of such Services Staff at the applicable Site will meaningfully expedite resolving of the referenced Deficiencies or problems.

Additional Assistance. 12.3.1 For the Software licensed in Section 8, Contractor will dispatch trained and qualified Services Staff to the Department’s applicable Site in the event that: (i) such assistance as described in Section 12.2 does not resolve Deficiencies or problems related to the Department’s inquiries regarding Equipment or Software at such Site within 24 hours after Contractor’s response to the Department; (ii) the Module is non-Operational; and (iii) the Department’s requests additional assistance. If the Module is non-Operational, such Contractor Staff must remain at the Site on a 24 hour, seven days a week basis repairing the Module until it operates in accordance with its Specifications. 12.3.2 If such assistance as described in Section 12.3.1 does not resolve Deficiencies or problems related to the Department’s inquiries regarding Equipment and Software at such Site for other types of conditions than described in Section 12.3.1 within 24 hours of Contractor’s response to the Department, and the Department requests additional assistance, Contractor will dispatch trained and qualified Services Staff to the Site within four hours of the Department’s request and such Staff must be at such Site within 24 hours of the Department’s request for additional assistance. 12.3.3 As the Module is provided on a SaaS basis from data center locations other than the Department’s applicable Site, the parties clarify that the commitments to dispatch Services Staff to the Department’s applicable Site as described above will only apply if the parties agree the presence of such Services Staff at the applicable Site will meaningfully expedite resolving of the referenced Deficiencies or problems.