Customer updates and target resolution times Sample Clauses

Customer updates and target resolution times. The provision of Customer updates by AVALLE shall depend on the priority level of the fault. These response times start when a fault has been registered in the fault management system. AVALLE shall update the Customer with the status of the fault regularly according to the table below or as agreed with the Customer at the time of logging the fault. AVALLE shall attempt to provide a temporary solution to minimise the impact on the Hosted Services or the system while a permanent solution is developed. Consequently, Priority 1 issues may be downgraded to Priority 2, and Priority 2 issues may be downgraded to Priority 3, following application of a temporary solution. First update Further Updates Target resolution time Priority 1 Within 1 Hour Update every 2 hours Within 4 hours Priority 2 Within 4 Hours Update every 8 hours Within 2 days Priority 3 Within 2 Days Update every 72 hours Within 7 days The target resolution times set out above are subject to the Customer providing AVALLE with prompt access to the Customer’s premises or equipment, or remote access to the Customer’s system, if required. Where the fault arises from any Third Party Local Access, AVALLE shall endeavor to manage the resolution of the fault by the Third Party Local Access provider as soon as reasonably practicable, but AVALLE shall not be liable for the Third Party Local Access provider’s delay in resolving, or failure to resolve, the fault. If AVALLE requires third parties to assist in resolving any fault or problem in respect of the Hosted Services, AVALLE shall not be liable for that third party’s delay in resolving, or failure to resolve, the fault or problem. The CSE will monitor the progress of all faults internally, and will escalate the problem as required
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