Common use of Fault Reporting Procedure Clause in Contracts

Fault Reporting Procedure. 3.1 All faults shall be reported by email, one fault per email. FLOvate engineers shall acknowledge receipt within 1 hour for category 1-5. Acknowledgement shall be made by telephone for category 0 faults. 3.2 In the event of a fault on the solution coming to the attention of the Client it shall: 3.2.1 Make reasonable preliminary unilateral assessment of the category (0-5) of the fault in question; 3.2.2 Report such fault (and its category) to FLOvate as soon as reasonably practicable; 3.2.3 Ensure that the fault is reproducible on more than one machine. A bug/fault will be common to all machines. If it can only be produced on one machine then the problem exists in the configuration of the individual workstation, support for which is not covered by the Agreement; and 3.2.4 Provide full information concerning the fault in writing, including but not limited to the following: (a) Full text of any message(s) displayed; (b) All the steps required reproducing the fault; (c) Computer hardware; (d) Exact time(s) of fault manifestation(s); and (e) Details of any data being accessed at the time of the fault (for example, any record reference that could identify the data being accessed). 3.3 In the event of a fault on LEAP coming to the attention of FLOvate, FLOvate shall: 3.3.1 Log the report of such fault upon discovery of such fault; 3.3.2 Where possible agree with the Client the category and the nature of any such fault; and 3.3.3 Provide telephone and/or email assistance to the Client in relation to such fault and if appropriate attempt to remedy such fault.

Fault Reporting Procedure. 3.1 8.1 All faults Faults shall be reported by email, one fault Fault per email. FLOvate MICology engineers shall acknowledge receipt within 1 hour for category 1-5. Acknowledgement shall be made by telephone for category 0 faultsFaults. 3.2 8.2 In the event of a fault Fault on the solution coming to the attention of the Client it shall: 3.2.1 8.2.1 Make reasonable preliminary unilateral assessment of the category (0-0- 5) of the fault Fault in question; 3.2.2 8.2.2 Report such fault Fault (and its category) to FLOvate MICology as soon as reasonably practicable; 3.2.3 8.2.3 Ensure that the fault Fault is reproducible on more than one machine. A bug/fault Fault will be common to all machines. If it can only be produced on one machine then the problem exists in the configuration of the individual workstation, support for which is not covered by the Agreement; and 3.2.4 8.2.4 Provide full information concerning the fault Fault in writing, including but not limited to the following: (a) Full text of any message(s) displayed; (b) All the steps required reproducing the faultFault; (c) Computer hardware; (d) Exact time(s) of fault Fault manifestation(s); and (e) Details of any data being accessed at the time of the fault Fault (for example, any record reference that could identify the data being accessed). 3.3 8.3 In the event of a fault Fault on LEAP MiConnect coming to the attention of FLOvateMICology, FLOvate MICology shall: 3.3.1 8.3.1 Log the report of such fault Fault upon discovery of such faultFault; 3.3.2 8.3.2 Where possible agree with the Client the category and the nature of any such faultFault; and 3.3.3 8.3.3 Provide telephone and/or email assistance to the Client in relation to such fault Fault and if appropriate attempt to remedy such fault.Fault. Terms and Conditions | 6 January 2023 | Page 22 of 24

Fault Reporting Procedure. 3.1 All faults Faults shall be reported by email, one fault Fault per email. FLOvate engineers shall acknowledge receipt within 1 hour for category 1-5. Acknowledgement shall be made by telephone for category 0 faultsFaults. 3.2 In the event of a fault Fault on the solution coming to the attention of the Client it shall: 3.2.1 Make reasonable preliminary unilateral assessment of the category (0-5) of the fault Fault in question; 3.2.2 Report such fault Fault (and its category) to FLOvate as soon as reasonably practicable; 3.2.3 Ensure that the fault Fault is reproducible on more than one machine. A bug/fault Fault will be common to all machines. If it can only be produced on one machine then the problem exists in the configuration of the individual workstation, support for which is not covered by the Agreement; and 3.2.4 Provide full information concerning the fault Fault in writing, including but not limited to the following: (a) Full text of any message(s) displayed; (b) All the steps required reproducing the faultFault; (c) Computer hardware; (d) Exact time(s) of fault Fault manifestation(s); and (e) Details of any data being accessed at the time of the fault Fault (for example, any record reference that could identify the data being accessed). 3.3 In the event of a fault Fault on LEAP coming to the attention of FLOvate, FLOvate shall: 3.3.1 Log the report of such fault Fault upon discovery of such faultFault; 3.3.2 Where possible agree with the Client the category and the nature of any such faultFault; and 3.3.3 Provide telephone and/or email assistance to the Client in relation to such fault Fault and if appropriate attempt to remedy such faultFault.