Fault and/or Problem Management Sample Clauses

Fault and/or Problem Management. Fault and/or Problem Management refer to the management of all Fire Protection Equipment faults and/or problems reported by USP. USP shall report all Fire Protection equipment faults and/or problems via; the local USP Facilities Helpdesk/ to the Service Provider’s Service Centre (a “Service Call”). 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 to provide troubleshooting/assistance through site visits in compliance with the response times as set out in Table 2 above. Upon arrival at the relevant 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 above 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 Fire equipment malfunctions and/or failures. Breakdown Repairs (Problem Resolution) The Service Provider shall provide this Breakdown Repair as part of this service level agreement. The following procedure will apply for breakdown repairs; Report to the nominated USP representative the nature of the fault (breakdown report) including a quote for any additional cost of repairs. (Quotations must be supplied within the repair times in table 2 below). Table 2 – Nature of Breakdown Nature of Breakdown Impact Repair Times from Diagnosis of Breakdown Financial Impact Minor Repair/Replacement parts available on site, no additional assistance required 15 min to 1 hour Within the agreed cost of parts and labor rates of the service level agreement. Moderate Repair/Replacement parts in stock but nature of repair requires additional assistance/equipment on site 1 hour up to 24 hours Costs are within the agreed parts and labor rates of the service level agreement with additional costs associated with off-site tools and or equipment and or subcontractor, specialist requirements. USP Senior Management Approvals may be required. Major Major system failure requiring complete replacement, off site works and additional assistance Greater than 24hrs up to 3 days. A detailed cost benefit analysis must be carried out in conjunction with time to restore service assessments. These breakdowns require USP Senior Management intervention. Upon receipt of the necessary approvals ...
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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. Facilities Helpdesk to the Service Provider’s Service Centre (a “Service Call”). Both Parties shall follow the fault and/or problem reporting procedures set out in Clause 10 below.
Sample 1

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