Covered Existing Headend Equipment, Covered Replacement Headend Equipment and Licensed Software. If SONIFI, in its sole discretion, determines a reported problem with Covered Existing Headend Equipment, Covered Replacement Headend Equipment or Licensed Software installed on, stored on or embedded in such Headend Equipment is attributable to (a) a defect in materials or workmanship in either the Covered Existing Headend Equipment during the Existing Headend Equipment Limited Warranty Period or the Covered Replacement Headend Equipment during the Replacement Headend Equipment Limited Warranty Period or (b) a defect in the Licensed Software that prevents it from substantially conforming to any published Documentation during the Existing Headend Equipment Limited Warranty Period or the Replacement Equipment Limited Warranty Period, as applicable, and an on-site visit is required, SONIFI will dispatch service personnel to begin correcting the problem in accordance with the appropriate issue classification and service response times specified in the applicable service level package selected by Company, as identified in the Products & Fee Schedule and as set forth and described below. Based on information supplied by the Covered Existing Headend Equipment, the Covered Replacement Headend Equipment, the Licensed Software and/or Company’s designated contact person, SONIFI shall ascertain and classify the severity of a reported issue as “low,” “moderate” or “high,” in its sole discretion. The service response times for a particular issue classification and service level package only indicate the time by which SONIFI service personnel will be dispatched to the Premises and do not indicate the required on-site arrival of SONIFI service personnel or the required completion of the repairs, replacements, or Updates necessary or available to fix the identified problem(s) with the Covered Existing Headend Equipment, the Covered Replacement Headend Equipment and/or Licensed Software. Company shall provide XXXXXX’s service personnel with full access to the Covered Existing Headend Equipment, the Covered Replacement Headend Equipment and the Licensed Software, upon request. After inspecting the Covered Existing Headend Equipment, the Covered Replacement Headend Equipment and/or Licensed Software, SONIFI shall confirm whether or not the reported problem is the result of a defect in materials or workmanship in the Covered Existing Headend Equipment, the Covered Replacement Headend Equipment and/or a defect in the Licensed Software that prevents it from substantially confor...
