Error Reports. The Customer is obliged to report an Error to the Support Centre in such time after the detection thereof which may reasonably required from the Customer (hereinafter only as “Report”). Support Centre. The Contractor will provide for during the Service Period: availability of the Support Centre for accepting Error Reports and for telephone consultations with the Contractor's employees having the necessary qualification (certification) and experience in relation to the System. recording the following information to the reported Error: description of procedure or conditions which led to the Error occurrence, error reports and entry data at the Contractor's request, Customer's contact persons for negotiations with the Contractor. responding to telephone or email Error Reports made to the Support Centre by the Contractor's responsible employees who have the corresponding qualification (certificate) and experience related to the System, in keeping the Response Times according to this Contract. performing localization and identification of Errors and their causes. providing information on the status, procedure and the method of removing Errors, in keeping the Ongoing Information Period. performing updates of the Documents in the form of sending change reports so that the Customer had continuously at disposal up-to-date Documents to the System which the Customer uses at the relevant moment. General Parameters. In providing Services the Contractor will comply with the following time limits: item (Error category) Response Time/Start of Error Removal Time for Error Removal Information frequency (Frequency of ongoing information) Category A Error within 30 minutes Up to 4 hours Every 1 hour until the Error is removed Category B Error Up to 4 hours Up to 24 hours Every 6 hours until the Error is removed Category C Error by the next Business Day Up to 72 hours Every 24 hours until the Error is removed The Response Times and the Time for Error Removal stated in this article start when the Customer's Report is delivered to the Contractor's Support Centre. The same applies for setting the Frequency of Ongoing Information. The Error Category determine Customer when the report is delivered to the Contractor's Support Centre. The Parties have agreed on the procedure of providing ongoing information so that the Customer's employee contacts within the limits of the agreed Frequency of Ongoing Information the Contractor's Support Centre and the Contractor will inform him about the current status of the process of the Error removal. Removal of the System Errors and the System Support. The Contractor will remove the System Errors within the Time for Error Removal, unless otherwise agreed between the Parties, by means of the Installation of Software Corrections or in other manner so that the Normal Operation was restored. Removal of the reported Errors includes, without limitation, removal errors or defects that occurred in consequence of the Error being removed, or removal of errors in data which occurred in consequence of the Error being removed. Unless otherwise agreed between the Parties, the Contractor will supply or enable obtaining Upgrade or Update of the System within 3 days from the release date.
Appears in 1 contract
Samples: Service Contract
Error Reports. The Customer is obliged to report an Error to the Support Centre in such time after the detection thereof which may be reasonably required from the Customer. The Customer (hereinafter only as “Report”)is obliged to describe the Error and the procedure or condition which led to the Error occurrence in the report and to provide all available information, error reports and data regarding the Error to the Supplier. Customer is obliged to specify a responsible contact person in the report. Support Centre. The Contractor will Supplier shall provide for during the Service Period: availability of the Support Centre 24/7 for accepting Error Reports and for telephone consultations with the ContractorSupplier's employees having the necessary qualification (certification) and experience in relation to the System. recording the following information to the reported Error: description of procedure or conditions which led to the Error occurrence, error Error reports and entry data at the ContractorSupplier's request, Customer's contact persons for negotiations with the ContractorSupplier. responding to telephone telephone, email or email any other types of Error Reports made to the Support Centre by the ContractorSupplier's responsible employees who have the corresponding qualification (certificate) and experience related to the System, in keeping the Response Times according to this ContractAgreement. performing localization and identification of Errors and their causes. providing information on the status, procedure and the method of removing Errors, in keeping the Ongoing Information Period. performing updates of the Documents Documentation in the form of sending change reports so that the Customer had continuously at disposal up-to-date Documents Documentation to the System which the Customer uses at the relevant moment. General Parameters. In providing Services the Contractor Supplier will comply with the following time limits: item (Error category) category Response Time/Start of Error Removal Time for Error Removal Information frequency (Frequency of ongoing information) Category A System Error within 30 15 minutes Up to 4 hours 30 minutes Every 1 hour 15 minutes until the Error is removed Category B System Error Up to 4 2 hours Up to 24 8 hours Every 6 2 hours until the Error is removed Category C System Error by the next Business Day Up to 72 hours 14 calendars days Every 24 hours until the Error is removed Category D System Error Within the next 5 Business Days Next application release n/a Type of End User Workplace Term for EUW Error removal during Service time hours Term for EUW Error removal outside Service time hours Check-in 30 minutes 120 minutes Gate 30 minutes 120 minutes Transit 30 minutes 120 minutes Back-office 120 minutes 120 minutes Training room 120 minutes 120 minutes CUSS kiosk 60 minutes 120 minutes Times for Error Removals of Category A System Error, Category B System Error, Category C System Error and time limits and Term for EUW Error removal are doubled during a time of Reduced Operation. The Response Times and the Time for Error Removal stated in this article start when the Customer's Report with information described in article 7.2 hereof is delivered to the ContractorSupplier's Support Centre. The same applies for setting the Frequency of Ongoing Information. The Customer determines the Error Category determine Customer when and deliver the report is delivered Report to the ContractorSupplier's Support Centre. The Parties have agreed on the procedure of providing ongoing information so that the Customer's employee contacts within the limits of the agreed Frequency of Ongoing Information the ContractorSupplier's Support Centre and the Contractor Supplier will inform him about the current status of the process of the Error removal. Removal of the System Software Errors and the System Software Support. The Contractor Supplier will remove the System Errors within the Time for Error Removal, unless otherwise agreed between the Parties, by means of as follows: An Error is removed when an Error is not presently affecting the Installation of Software Corrections Service once: the Service impact has ceased or in other manner so that the Normal Operation was restored. Removal of the reported Errors includes, without limitation, removal errors or defects that occurred in consequence of the Error being removed, or removal of errors in data which occurred in consequence of the Error being removed. Unless otherwise agreed between the Parties, the Contractor will supply or enable obtaining Upgrade or Update of the System within 3 days from the release date.been removed or;
Appears in 1 contract
Samples: Customer Agreement
Error Reports. The Customer is obliged to report an Error to the Support Centre in such time after the detection thereof which may be reasonably required from the Customer (hereinafter only as “Report”)Customer. Support Centre. The Contractor will Supplier shall provide for during the Service Period: availability of the Support Centre 24/7 for accepting Error Reports and for telephone consultations with the ContractorSupplier's employees having the necessary qualification (certification) and experience in relation to the System. recording the following information to the reported Error: description of procedure or conditions which led to the Error occurrence, error Error reports and entry data at the ContractorSupplier's request, Customer's contact persons for negotiations with the ContractorSupplier. responding to telephone telephone, email or email any other types of Error Reports made to the Support Centre by the ContractorSupplier's responsible employees who have the corresponding qualification (certificate) and experience related to the System, in keeping the Response Times according to this ContractAgreement. performing localization and identification of Errors and their causes. providing information on the status, procedure and the method of removing Errors, in keeping the Ongoing Information Period. performing updates of the Documents Documentation in the form of sending change reports so that the Customer had continuously at disposal up-to-date Documents Documentation to the System which the Customer uses at the relevant moment. General Parameters. In providing Services the Contractor Supplier will comply with the following time limits: item (Error category) category Response Time/Start of Error Removal Time for Error Removal Information frequency (Frequency of ongoing information) Category A System Error within 30 15 minutes Up to 4 hours 30 minutes Every 1 hour 15 minutes until the Error is removed Category B System Error Up to 4 2 hours Up to 24 8 hours Every 6 2 hours until the Error is removed Category C System Error by the next Business Day Up to 72 hours 14 calendars days Every 24 hours until the Error is removed Type of End UserWorkplace Term for EUW Error removal during Service time hours Term for EUW Error removal outside Service time hours Check-in 30 minutes 120 minutes Gate 30 minutes 120 minutes Transit 30 minutes 120 minutes Back-office 120 minutes 120 minutes Training room 120 minutes 120 minutes CUSS kiosk 60 minutes 120 minutes The Response Times and the Time for Error Removal stated in this article start when the Customer's Report is delivered to the ContractorSupplier's Support Centre. The same applies for setting the Frequency of Ongoing Information. The Customer determines the Error Category determine Customer when and deliver the report is delivered Report to the ContractorSupplier's Support Centre. The Parties have agreed on the procedure of providing ongoing information so that the Customer's employee contacts within the limits of the agreed Frequency of Ongoing Information the ContractorSupplier's Support Centre and the Contractor Supplier will inform him about the current status of the process of the Error removal. Removal of the System Software Errors and the System Software Support. The Contractor Supplier will remove the System Errors within the Time for Error Removal, unless otherwise agreed between the Parties, by means of the Installation of Software Corrections or in other manner so that the Normal Operation was restored. Removal of the reported Errors includes, without limitation, removal errors or defects that occurred in consequence of the Error being removed, or removal of errors in data which occurred in consequence of the Error being removed. Unless otherwise agreed between the Parties, the Contractor will supply or enable obtaining Upgrade or Update Removal of the System within 3 days from Hardware Errors and the release dateHardware Support. The Parties hereby agree on the following Defect of Hardware rectification methods: Replacement of the defective Hardware with defect-free Hardware, or Repair of the defective Hardware, provide that a similar Defect was not claimed more than three times during HW warranty. Agreement between Parties on a Defect rectification method other than that described in text above. In such case the Parties shall enter into a written agreement on such other Defect rectification method.
Appears in 1 contract
Samples: Customer Agreement
Error Reports. The Customer is obliged to report an Error to the Support Centre in such time after the detection thereof which may reasonably required from the Customer (hereinafter only as “Report”). Support Centre. The Contractor will provide for during the Service Period: availability of the Support Centre for accepting Error Reports and for telephone consultations with the Contractor's employees having the necessary qualification (certification) and experience in relation to the System. recording the following information to the reported Error: description of procedure or conditions which led to the Error occurrence, error reports and entry data at the Contractor's request, Customer's contact persons for negotiations with the Contractor. responding to telephone or email Error Reports made to the Support Centre by the Contractor's responsible employees who have the corresponding qualification (certificate) and experience related to the System, in keeping the Response Times according to this Contract. performing localization and identification of Errors and their causes. providing information on the status, procedure and the method of removing Errors, in keeping the Ongoing Information Period. performing updates of the Documents in the form of sending change reports so that the Customer had continuously at disposal up-to-date Documents to the System which the Customer uses at the relevant moment. General Parameters. In providing Services the Contractor will comply with the following time limits: item (Error category) Response Time/Start of Error Removal Time for Error Removal Information frequency (Frequency of ongoing information) Category A Error within 30 minutes Up to 4 hours Every 1 hour until the Error is removed Category B Error Up to 4 hours Up to 24 hours Every 6 2 hours until the Error is removed Category C Error by the next Business Day Up to 72 hours Every 24 hours until the Error is removed The Response Times and the Time for Error Removal stated in this article start when the Customer's Report is delivered to the Contractor's Support Centre. The same applies for setting the Frequency of Ongoing Information. The Error Category determine Customer when the report is delivered to the Contractor's Support Centre. The Parties have agreed on the procedure of providing ongoing information so that the Customer's employee contacts within the limits of the agreed Frequency of Ongoing Information the Contractor's Support Centre and the Contractor will inform him about the current status of the process of the Error removal. Removal of the System Errors and the System Support. The Contractor will remove the System Errors within the Time for Error Removal, unless otherwise agreed between the Parties, by means of the Installation of Software Corrections or in other manner so that the Normal Operation was restored. Removal of the reported Errors includes, without limitation, removal errors or defects that occurred in consequence of the Error being removed, or removal of errors in data which occurred in consequence of the Error being removed. Unless otherwise agreed between the Parties, the Contractor will supply or enable obtaining Upgrade or Update of the System within 3 days from the release date.
Appears in 1 contract
Samples: Service Contract
Error Reports. The Customer is obliged to report an Error to the Support Centre in such time after the detection thereof which may reasonably required from the Customer (hereinafter only as “Report”). Support Centre. The Contractor will provide for during the Service Period: availability of the Support Centre for accepting Error Reports and for telephone consultations with the Contractor's employees having the necessary qualification (certification) and experience in relation to the System. recording the following information to the reported Error: description of procedure or conditions which led to the Error occurrence, error reports and entry data at the Contractor's request, Customer's contact persons for negotiations with the Contractor. responding to telephone or email Error Reports made to the Support Centre by the Contractor's responsible employees who have the corresponding qualification (certificate) and experience related to the System, in keeping the Response Times according to this Contract. performing localization and identification of Errors and their causes. providing information on the status, procedure and the method of removing Errors, in keeping the Ongoing Information Period. performing updates of the Documents in the form of sending change reports so that the Customer had continuously at disposal up-to-date Documents to the System which the Customer uses at the relevant moment. General Parameters. In providing Services the Contractor will comply with the following time limits: item (Error category) Response Time/Start of Error Removal Time for Error Removal Information frequency (Frequency of ongoing information) Category A Error within 30 minutes Up to 4 hours Every 1 hour until the Error is removed Category B Error Up to 4 hours Up to 24 hours Every 6 hours until the Error is removed Category C Error by the next Business Day Up to 72 hours 14 calendars days Every 24 hours until the Error is removed The Response Times and the Time for Error Removal stated in this article start when the Customer's Report is delivered to the Contractor's Support Centre. The same applies for setting the Frequency of Ongoing Information. The Error Category determine Customer when the report is delivered to the Contractor's Support Centre. The Parties have agreed on the procedure of providing ongoing information so that the Customer's employee contacts within the limits of the agreed Frequency of Ongoing Information the Contractor's Support Centre and the Contractor will inform him about the current status of the process of the Error removal. Removal of the System Errors and the System Support. The Contractor will remove the System Errors within the Time for Error Removal, unless otherwise agreed between the Parties, by means of the Installation of Software Corrections or in other manner so that the Normal Operation was restored. Removal of the reported Errors includes, without limitation, removal errors or defects that occurred in consequence of the Error being removed, or removal of errors in data which occurred in consequence of the Error being removed. Unless otherwise agreed between the Parties, the Contractor will supply or enable obtaining Upgrade or Update of the System within 3 days from the release date. In case of delivery of Hardware as a Ordered Work, Contractor is obliged to provide following warranty for Hardware The Contractor hereby grants the Customer a warranty for the quality of the Hardware in the duration of 4 (four) years (“HW warranty”). HW warranty shall commence running from the day following the signing of Handover Protocol. The Customer shall be obliged to notify any Defect of Hardware occurred during the HW warranty to the Support Center, such notification to be made within such period of time upon discovery of the Defect, as can be reasonable required from the Customer. The Contractor undertakes to rectify a Notified Defect of Hardware as follows: In case of Category A Defect, within 2 (two) Business Days from receipt of the Customer’s Report containing the Defect Notice, unless the Parties agree otherwise in writing. In case of Category B Defect, within 10 (ten) Business Days from receipt of the Customer’s Report containing the Defect Notice, unless the Parties agree otherwise in writing. In case of Category C Defect, within 20 (twenty) Business Days from receipt of the Customer’s Report containing the Defect Notice, unless the Parties agree otherwise in writing. The Parties hereby agrees on the following Defect of Hardware rectification methods: Replacement of the defective Hardware with defect- free Hardware, or Repair of the defective Hardware, provide that a similar Defect was not claimed more that three times during HW warranty. Agreement between Parties on a Defect rectification method other than that described in text above. In such case the Parties shall enter into a written agreement on such other Defect rectification method. The Contractor grants to the Customer a 6 months warranty period with respect to the quality of any repairs made, provided that such warranty period shall not end earlier than the original HW warranty.
Appears in 1 contract
Samples: Service Contract
Error Reports. The Customer is obliged to report an Error to the Support Centre in such time after the detection thereof which may reasonably required from the Customer (hereinafter only as “Report”). Support Centre. The Contractor will provide for during the Service Period: availability of the Support Centre for accepting Error Reports and for telephone consultations with the Contractor's employees having the necessary qualification (certification) and experience in relation to the System. recording the following information to the reported Error: description of procedure or conditions which led to the Error occurrence, error reports and entry data at the Contractor's request, Customer's contact persons for negotiations with the Contractor. responding to telephone or email Error Reports made to the Support Centre by the Contractor's responsible employees who have the corresponding qualification (certificate) and experience related to the System, in keeping the Response Times according to this Contract. performing localization and identification of Errors and their causes. providing information on the status, procedure and the method of removing Errors, in keeping the Ongoing Information Period. performing updates of the Documents in the form of sending change reports so that the Customer had continuously at disposal up-to-date Documents to the System which the Customer uses at the relevant moment. General Parameters. In providing Services the Contractor will comply with the following time limits: item (Error category) Response Time/Start of Error Removal Time for Error Removal Information frequency (Frequency of ongoing information) Category A Error within 30 minutes 4 hours Up to 4 16 hours Every 1 4 hour until the Error is removed or on request Category B Error Up to 4 8 hours Up to 24 32 hours Every 6 12 hours until the Error is removed or on request Category C Error by the next Business Day Up to 72 12 hours Up to 48 hours Every 24 hours until the Error is removed or on request The Response Times and the Time for Error Removal stated in this article start when the Customer's Report is delivered to the Contractor's Support Centre. The same applies for setting the Frequency of Ongoing Information. The Error Category determine Customer when the report is delivered to the Contractor's Support Centre. The Parties have agreed on the procedure of providing ongoing information so that the Customer's employee contacts within the limits of the agreed Frequency of Ongoing Information the Contractor's Support Centre and the Contractor will inform him about the current status of the process of the Error removal. Removal of the System Errors and the System Support. The Contractor will remove the System Errors within the Time for Error Removal, unless otherwise agreed between the Parties, by means of the Installation of Software Corrections or in other manner so that the Normal Operation was restored. Removal of the reported Errors includes, without limitation, removal errors or defects that occurred in consequence of the Error being removed, or removal of errors in data which occurred in consequence of the Error being removed. Unless otherwise agreed between the Parties, the Contractor will supply or enable obtaining Upgrade or Update of the System within 3 days from the release date. In case of delivery of Hardware as a Ordered Work, Contractor is obliged to provide following warranty for Hardware The Contractor hereby grants the Customer a warranty for the quality of the Hardware in the duration of 5 (five) years (“HW warranty”). HW warranty shall commence running from the day following the signing of Handover Protocol. The Customer shall be obliged to notify any Defect of Hardware occurred during the HW warranty to the Support Center, such notification to be made within such period of time upon discovery of the Defect, as can be reasonable required from the Customer. The Contractor undertakes to rectifiy a Notified Defect of Hardware as follows: In case of Category A Defect, within 5 (five) hours from receipt of the Customer’s Report containing the Defect Notice, unles the Parties agree otherwise in writing. In case of Category B Defect, within 24 (twenty fours) hours from receipt of the Customer’s Report containing the Defect Notice, unles the Parties agree otherwise in writing. In case of Category C Defect, within 2 (two) Business Days from receipt of the Customer’s Report containing the Defect Notice, unles the Parties agree otherwise in writing. The Parties hereby agrees on the following Defect of Hardware rectification methods: Replacement of the defective Hardware with defect- free Hardware, or Repair of the defective Hardware, provide that a similar Defect was not claimed more then three times during HW warranty. Agreement between Parties on a Defect rectification method other than that describet in text above. In such case the Parties shall enter into a written agreement on such other Defect rectification method.
Appears in 1 contract
Samples: Service Contract
Error Reports. The Customer is obliged to report an Error to the Support Centre in such time after the detection thereof which may be reasonably required from the Customer. The Customer (hereinafter only as “Report”)is obliged to describe the Error and the procedure or condition which led to the Error occurrence in the report and to provide all available information, error reports and data regarding the Error to the Supplier. Customer is obliged to specify a responsible contact person in the report. Support Centre. The Contractor will Supplier shall provide for during the Service Period: availability of the Support Centre 24/7 for accepting Error Reports and for telephone consultations with the ContractorSupplier's employees having the necessary qualification (certification) and experience in relation to the System. recording the following information to the reported Error: description of procedure or conditions which led to the Error occurrence, error Error reports and entry data at the ContractorSupplier's request, Customer's contact persons for negotiations with the ContractorSupplier. responding to telephone telephone, email or email any other types of Error Reports made to the Support Centre by the ContractorSupplier's responsible employees who have the corresponding qualification (certificate) and experience related to the System, in keeping the Response Times according to this ContractAgreement. performing localization and identification of Errors and their causes. providing information on the status, procedure and the method of removing Errors, in keeping the Ongoing Information Period. performing updates of the Documents Documentation in the form of sending change reports so that the Customer had continuously at disposal up-to-date Documents Documentation to the System which the Customer uses at the relevant moment. General Parameters. In providing Services the Contractor Supplier will comply with the following time limits: item (Error category) category Response Time/Start of Error Removal Time for Error Removal Information frequency (Frequency of ongoing information) Category A System Error within 30 15 minutes Up to 4 hours 30 minutes Every 1 hour 15 minutes until the Error is removed Category B System Error Up to 4 2 hours Up to 24 8 hours Every 6 2 hours until the Error is removed Category C System Error by the next Business Day Up to 72 hours 14 calendars days Every 24 hours until the Error is removed Category D System Error Within the next 5 Business Days Next application release n/a Type of End User Workplace Term for EUW Error removal during Service time hours Term for EUW Error removal outside Service time hours Check-in 30 minutes 120 minutes Gate 30 minutes 120 minutes Transit 30 minutes 120 minutes Back-office 120 minutes 120 minutes Training room 120 minutes 120 minutes CUSS kiosk 60 minutes 120 minutes Times for Error Removals of Category A, Category B, Category C and Term for EUW Error removal are doubled during a time of Reduced Operation. The Response Times and the Time for Error Removal stated in this article start when the Customer's Report with information described in article 7.2 hereof is delivered to the ContractorSupplier's Support Centre. The same applies for setting the Frequency of Ongoing Information. The Customer determines the Error Category determine Customer when and deliver the report is delivered Report to the ContractorSupplier's Support Centre. The Parties have agreed on the procedure of providing ongoing information so that the Customer's employee contacts within the limits of the agreed Frequency of Ongoing Information the ContractorSupplier's Support Centre and the Contractor Supplier will inform him about the current status of the process of the Error removal. Removal of the System Software Errors and the System Software Support. The Contractor Supplier will remove the System Errors within the Time for Error Removal, unless otherwise agreed between the Parties, by means of as follows: An Error is removed when an Error is not presently affecting the Installation of Software Corrections Service once: the Service impact has ceased or in other manner so that the Normal Operation was restored. Removal of the reported Errors includes, without limitation, removal errors or defects that occurred in consequence of the Error being removed, or removal of errors in data which occurred in consequence of the Error being removed. Unless otherwise agreed between the Parties, the Contractor will supply or enable obtaining Upgrade or Update of the System within 3 days from the release date.been removed or;
Appears in 1 contract
Samples: Customer Agreement
