Fault and/or Problem Management Sample Clauses

Fault and/or Problem Management. Fault and/or Problem Management refers to the management of all Generator and associated auxiliary equipment faults and/or problems reported by USP including those faults automatically reported via GPRS modems. USP shall report all Generator and auxiliary equipment faults and/or problems via; The local USP Facilities Helpdesk/Campus Security to the Service Provider’s Service Centre (a “Service Call”). OR The installed GPRS modem capable of automatic SMS, email or online monitoring and alert platforms (where installed) Both Parties shall follow the fault and/or problem reporting procedures set out in Clause 10 below. A qualified technician, employed by the Service Provider, will be available during Service Hours (Refer Table 1 below) to provide troubleshooting/assistance through site visits in compliance with the response times as set out in Table 1 below. Upon arrival at the relevant Generator site the Service Provider’s technician shall report on the exact nature of the fault and provide a timeline for its resolution in the event that the fault cannot be resolved immediately. Table 1 below sets out the different types of Service Calls, the hours between which the Services will be available (“Service Hours”) and each specific type of call that can be placed for Generator malfunctions and/or failures. Table 1 – Response Times Incidents Service Hours Response Times from Receipt of Notification (including travel time) Impact Emergency 24 Hours a day, 7 days a week 15 minutes Failures have a major impact on USP operations and or failure constitutes danger to health, personnel or equipment Urgent Normal Business Hours Monday to Friday 1 hour Failures do not pose immediate impact to health, personnel or equipment but have a negative impact on USP operations Important Normal Business Hours Monday to Friday 1 Business day Failures do not impact USP operations but can escalate as an URGENT incident if left unattended The Service Provider guarantees a compliance rate of 97.50% (ninety seven point five zero percent) with the Response Times Targets set out in Table 1 measured over a thirty (30) day calendar month period per Generator site (“Service Level Target”) in respect of Fault and/or Problem Management (“Service Level”) .

Fault and/or Problem Management. 5.3.1 Fault and/or Problem Management refers to the management of all Generator faults and/or problems reported by SARS.