Bug Fixes and Enhancements. 3.1 Oleeo reserves the right to promote changes to the production environment as appropriate for the purposes of bug fixing, enhancements and providing new features. Where these changes may impact the Client Oleeo shall:
3.2 use its reasonable endeavours to provide appropriate details of the changes prior to release (five
Bug Fixes and Enhancements. Oleeo reserves the right to promote changes to the production environment as appropriate for the purposes of bug fixing, enhancements and providing new features. Where these changes may impact Client Oleeo shall:
3.1 use its reasonable endeavours to provide appropriate details of the changes prior to release (5 working days where impact is considered not negligible); and
3.2 ensure that proper quality control and change control processes are followed internally to reduce the likelihood of any impact on the Client. Oleeo Standdard Terms v27x GC Page 19 of 32 Schedule 6 SUPPORT
1. Helpdesk & Support
1.1 Oleeo shall provide the following “Help Desk” to the Client to enable the Client to report problems with the functioning or operation of the System or to require assistance in respect of the System.
1.2 The Help Desk Facilities will be available during Business Hours only.
1.3 Oleeo shall make available a sufficient number of personnel who are sufficiently skilled in the operation of System ("Help Desk Staff") to answer any telephone calls made or faxes or e-mails sent by the Client.
1.4 Oleeo shall ensure that the Help Desk Staff respond to any requests made to them by the Client:
1.4.1 within 60 minutes from receipt of a request, if the request was made during Business Hours; or
1.4.2 before 09:30am on the next Business Day if the request was received outside of Business Hours.
1.5 Oleeo shall ensure that the Help Desk Staff:
1.5.1 use their reasonable endeavours to provide any required assistance in the use and/or operation of the System; and
1.5.2 escalate any such request to a suitably qualified programmer, technician or developer if the Help Desk Staff is unable to provide the required assistance.
1.6 Oleeo will work to the Service Levels detailed in this Schedule 6 and Schedule 4 providing the Client is not in breach of its obligations under the agreement and does not exceed the stated number of maximum Candidates, Supported Users and Agency Users as detailed in Schedule 1. Clients should therefore make the Oleeo Helpdesk aware of any significant increase in candidate applications, especially those anticipated as a consequence of running one off campaigns or seasonal recruitment programmes.
1.7 Should Clients use of the Help Desk become excessive due to a lack of system training or knowledge, Oleeo reserve the right to either insist on further training or an increase in the monthly hosting fee.
