Common use of Fault Resolution & Fault Resolution Times Clause in Contracts

Fault Resolution & Fault Resolution Times. 5.1 The Supplier shall use its best endeavours to respond to all Faults logged within the fault response times referred to below. 1. Half a Business Hour One Business Hour 2. One Business Hour Three Business Hours, plus progress report each Business Hour 3. One Business Hour Three Business Days, plus progress report each Business Day The Supplier shall provide S4C with an emergency telephone number to enable S4C to report Faults outside Business Hours. Such number shall be used only in exceptional circumstances such as Unacceptable Content appearing on the Service or other matters arising which impact seriously on S4C’s business or reputation. 5.2 The Fault Resolution Times set out in paragraph 5.1 above are the applicable resolution times as at the date of execution of the Agreement. With the agreement of the Supplier (not to be unreasonably withheld or delayed) S4C shall be entitled to reclassify the Fault Resolution Times in light of changing customer numbers or amended priorities by providing at least ten Business Days' notice to the Supplier detailing the corresponding re-classification. The measurement of the Fault Resolution Time will run from the point at which the corresponding call or email is received by the Supplier and will end when S4C has in its reasonable opinion received a satisfactory Fault Resolution to the Fault in question. 5.3 The Supplier will within the corresponding Fault Resolution Time provide a Fault Resolution by either: 5.3.1 undertaking all necessary corrective work to resolve the Fault (or, if agreed with S4C, by advising S4C so as to enable it to undertake such corrective work as may be possible to resolve the Fault itself); or 5.3.2 where appropriate by providing a Bug Fix to correct and resolve the Fault. 5.4 If the Supplier is unable to provide a Fault Resolution in accordance with paragraph 5.3 above it will instead provide a Workaround solution within the corresponding Fault Resolution Time. The Supplier shall, in every case where it provides a Workaround instead of a Fault Resolution, use and continue to use its best endeavours to provide a Fault Resolution.

Fault Resolution & Fault Resolution Times. 5.1 The Supplier shall use its best endeavours to respond to all Faults logged within the fault response times referred to below. 1. Half a Business Hour One Business Hour 2. One Business Hour Three Business Hours, plus progress report each Business Hour 3. One Business Hour Three Business Days, plus progress report each Business Day The Supplier shall provide S4C with an emergency telephone number to enable S4C to report Faults outside Business Hours. Such number shall be used only in exceptional circumstances such as Unacceptable Content appearing on the Service App or other matters arising which impact seriously on S4C’s business or reputation. 5.2 The Fault Resolution Times set out in paragraph 5.1 above are the applicable resolution times as at the date of execution of the Agreement. With the agreement of the Supplier (not to be unreasonably withheld or delayed) S4C shall be entitled to reclassify the Fault Resolution Times in light of changing customer numbers or amended priorities by providing at least ten twenty Business Days' notice to the Supplier detailing the corresponding re-classification. The measurement of the Fault Resolution Time will run from the point at which the corresponding call or email is received by the Supplier and will end when S4C has in its reasonable opinion received a satisfactory Fault Resolution to the Fault in question. 5.3 The Supplier will within the corresponding Fault Resolution Time provide a Fault Resolution by either: 5.3.1 undertaking all necessary corrective work to resolve the Fault (or, if agreed with S4C, by advising S4C so as to enable it to undertake such corrective work as may be possible to resolve the Fault itself); or 5.3.2 where appropriate by providing a Bug Fix to correct and resolve the Fault. 5.4 If the Supplier is unable to provide a Fault Resolution in accordance with paragraph 5.3 above it will instead provide a Workaround solution within the corresponding Fault Resolution Time. The Supplier shall, in every case where it provides a Workaround instead of a Fault Resolution, use and continue to use its best endeavours to provide a Fault Resolution. 5.5 Where the Supplier is unable to correct or resolve a Fault within the corresponding Fault Resolution Time, the Supplier shall within three hours of the expiry of the relevant Fault Resolution Time provide S4C with a plan outlining how the Supplier will address and correct the Fault together with an estimate of how long it will take to do so. 1. Processing by the Supplier 1.1 Scope

Fault Resolution & Fault Resolution Times. 5.1 The Supplier shall use its best endeavours to respond to all Faults logged within the fault response times referred to below. 1. Half a Business Hour One Business Hour 2. One Business Hour Three Business Hours, plus progress report each Business Hour 3. One Business Hour Three Business Days, plus progress report each Business Day The Supplier shall provide S4C with an a D list of emergency telephone number to enable S4C to report Faults outside Business Hours. Such number shall be used only in exceptional circumstances such as Unacceptable Content appearing on the Service or other matters arising which impact seriously on S4C’s business or reputation. 5.2 The Fault Resolution Times set out in paragraph 5.1 above are the applicable resolution times as at the date of execution of the Agreement. With the agreement of the Supplier (not to be unreasonably withheld or delayed) S4C shall be entitled to reclassify the Fault Resolution Times in light of changing customer numbers or amended priorities by providing at least ten twenty Business Days' notice to the Supplier detailing the corresponding re-classification. The measurement of the Fault Resolution Time will run from the point at which the corresponding call or email is received by the Supplier and will end when S4C has in its reasonable opinion received a satisfactory Fault Resolution to the Fault in question. 5.3 The Supplier will within the corresponding Fault Resolution Time provide a Fault Resolution by either: 5.3.1 undertaking all necessary corrective work to resolve the Fault (or, if agreed with S4C, by advising S4C so as to enable it to undertake such corrective work as may be possible to resolve the Fault itself); or 5.3.2 where appropriate by providing a Bug Fix to correct and resolve the Fault. 5.4 If the Supplier is unable to provide a Fault Resolution in accordance with paragraph 5.3 above it will instead provide a Workaround solution within the corresponding Fault Resolution Time. The Supplier shall, in every case where it provides a Workaround instead of a Fault Resolution, use and continue to use its best endeavours to provide a Fault Resolution.