Common use of Emergency Technical Assistance Clause in Contracts

Emergency Technical Assistance. (a) When a prob- lem is encountered that adversely affects service or performance with respect to the Products, any PCS System and/or PCS Sub-System, the System or any part thereof, in each case provided by the Vendor, an Owner maintenance techni- cian will attempt to repair or replace any malfunctioning Product adversely affecting such service or performance using the procedures recommended in the Maintenance and Instruction Manuals or the Operating Manuals. If unsuccess- ful, a technical representative of the Owner will consult the Vendor's desig- nated ETA group at the telephone number provided by the Vendor in subsection 2.26.3(c) below. Following receipt of notification by the ETA group, the ETA group will utilize all available technical resources and will ensure that a qualified technical engineer is communicating with the Owner's personnel regarding the problem on average within fifteen (15) minutes of any such noti- fication; provided that no single response will exceed thirty (30) minutes. If necessary and appropriate the Owner's technician will be dispatched to assist in the normal change-out of replaceable hardware units.