Hardware Maintenance Services. 5.1 Supplier shall provide to UBS or any of its Affiliates the Hardware Maintenance Services in respect of the Hardware in accordance with the terms of the Agreement and in particular:
(a) unless otherwise stated in the relevant Supply Order, from the date of Acceptance of the Hardware to which such Hardware Maintenance Services relate; and
(b) at all times in accordance with the Service Levels and to meet or exceed the Service Level Targets.
5.2 In providing the Hardware Maintenance Services and in relation to the relevant Hardware, Supplier shall manage all Hardware Failures immediately upon the earlier of notification or otherwise becoming aware and shall respond to them and remedy them promptly and in any case within any timelines specified in the relevant Supply Order (such as the applicable Response Time and Resolution Time applicable to ‘Severity Level’ classification).
5.3 Hardware Failures reported to Supplier shall be classified by UBS at the beginning of the call to (or during any message logged with) Supplier’s helpdesk function.
Hardware Maintenance Services a. Vendor will:
(1) coordinate hardware support for Maintained Equipment including the repair or exchange of such Maintained Equipment, as appropriate; Confidential Exhibit A-4 — End User Services
(2) at ACI’s request, coordinate hardware support for, Equipment not on warranty and without a maintenance agreement, including the repair or exchange of such Equipment as appropriate, on a Commercially Reasonable Efforts basis and based upon available resources;
(3) with ACI’s approval, implement the hardware maintenance Services operational procedures including the criteria for deployment of hardware maintenance Services personnel;
(4) coordinate and schedule maintenance activities with the ACI Focal Point or the requesting End User;
(5) dispatch hardware maintenance service personnel in accordance with the established procedures;
(6) document and provide recovery procedures to maintenance personnel necessary to recover the Equipment to its original state including foreign operating systems and individual country dictionaries;
(7) using ACI-provided warranty documentation, maintain the records necessary to support warranty service of Equipment on warranty installed as of the Effective Date (for example, serial number, program number, install date, location) within the asset database;
(8) coordinate warranty repair service with the appropriate equipment manufacturer;
(9) track and report observed failure trends for Critical Functions;
(10) on notice from ACI, perform service or provide instructions pertaining to OEM recall programs for ACI-owned Maintained Equipment consistent with the terms and conditions and instructions the manufacturer specifies;
(11) provide the procedures Mobile End Users and Remote End Users are to follow to obtain depot hardware maintenance Services for Supported Desktops to the ACI Focal Point for distribution to such End Users;
(12) update the status of the hardware maintenance Services calls to the Service Desk through to completion;
(13) on completion of hardware maintenance Services:
(a) close the ticket; and
(b) update the asset database;
(14) perform any required pre- and post maintenance activities before permitting and following hardware maintenance Services on equipment (for example, backup, remove, protect, and restore programs, data and removable storage media, remove and reload funds);
(15) on Vendor’s discovery of hardware Standard Products not included in the asset database, notify the ACI Focal Point of the same, so that ...
Hardware Maintenance Services. 6.5.1 During the Payment Term, Seller shall perform remedial maintenance services for all computer equipment that was originally sold and installed by Seller to a Dealer for the operation of CPD Products. During the Payment Term, Seller shall also perform remedial maintenance service for all equipment acquired by a Dealer from Buyer or a third party for use in connection with any CPD Product (collectively, “Non-Seller Equipment”). “Remedial maintenance service” shall be the remedial maintenance services for such CPD computer equipment as described in the CPD Customer Contracts. Seller shall respond to all requests for remedial maintenance service in accordance with the requirements of the CPD Customer Contracts. Buyer acknowledges that Buyer shall be responsible for the installation of any Non-Seller Equipment, and that Seller shall not be responsible for such, and Seller acknowledges that Seller shall not be entitled to receive any payments in respect of installation services.
6.5.2 Promptly following the Closing, the parties shall meet and agree on the process for receiving and routing Dealer requests for hardware maintenance services. The parties shall cooperate to devise a procedure to communicate efficiently and effectively with each other and with Dealers regarding hardware maintenance services and to facilitate tracking by both Buyer and Seller of service requests.
6.5.3 Seller shall provide hardware support services during normal business hours as such are provided for under the CPD Customer Contract. Seller shall not be required to provide hardware support services at any time other than normal business hours (i.e., no after hours, weekend or holiday services). Seller shall supply, at its expense, all service technicians, tools, spare parts and supplies necessary or useful to perform the hardware support services as contemplated by this Agreement. Except as otherwise provided in this Agreement, Buyer shall have no obligation to pay or reimburse Seller for any costs or out-of-pocket expenses related to the performance by Seller of hardware support services, including, without limitation, travel, administrative and shipping or handling charges and expenses.
6.5.4 Buyer acknowledges and agrees that in certain situations, as solely determined by Seller, Seller will perform hardware maintenance services pursuant to the CPD Customer Contract on a depot maintenance basis, whereby the service technician does not actually visit the CPD Customer site, but r...
Hardware Maintenance Services. During the term of this Agreement, Vertiv will proved you with the following Hardware Maintenance services consistent with the Hardware Maintenance Package you purchased:
2.1. Vertiv will extend the hardware warranty for 2 years if you purchase the 4-year option on the Silver and Gold Maintenance Package.
2.2. Vertiv will provide you with technical support via telephone or email during normal business hours. For Silver customers, telephone support is during normal business hours. For Gold customers, telephone support is 24/7 (English language only). For local customer support numbers, please visit xxx.Xxxxxx.xxx/xxxxxxx.
2.3. Vertiv will repair or replace your Product in accordance with Vertiv's RMA process. Silver and Gold customers receive next business day RMA service.
2.4. Vertiv will provide Advanced Replacement services for Silver and Gold customers. If Vertiv exercises its option to proceed with Advance Replacement of a Product, Vertiv will send a new, refurbished, or comparable model unit to you at no charge. You will be directed by Vertiv Customer Support to send your unit back to Vertiv and you will be given an RMA number. Vertiv will use reasonable efforts to same-day ship replacements for all requests received by an Vertiv regional customer support center prior to 2:00 pm on a normal business day. For requests received after 2:00 pm, Vertiv will use reasonable efforts to ship on the next business day. Vertiv's default shipment method will be one-day delivery using a courier of our choosing. Circumstances beyond Vertiv control, such as customs, duties, tariffs and receipt mechanisms at customer locations, may affect actual delivery time. When you receive the replacement unit, you are obligated to ship your original Product, at your expense, back to Vertiv in the same shipping box to the indicated Vertiv location with the RMA number clearly marked on the outside of the shipping box. If you do not return the original Product within fourteen (14) days from receipt of the replacement unit, you will be billed for the replacement unit at the current list price of the Product. If you have purchased Gold Hardware Maintenance with Media Retention, there is no requirement to return the failed unit, however, you are required to provide a certificate of destruction for the failed unit within thirty (30) days from receipt of the replacement unit or you will be billed for the replacement unit of the current list price of the Product.
2.5. When notifying Verti...
Hardware Maintenance Services. In the event that Customer wishes to procure maintenance services for Hardware (“Hardware Maintenance Services”) from Supplier, Customer must pay the applicable fees to Supplier for such Hardware Maintenance Services as set out in this Order Form, which may be adjusted on an annual basis by Supplier. Hardware Maintenance Services cover the maintenance of the Hardware specified in the Order Form (“Maintained Hardware”) on an unscheduled, remedial, as-needed basis, inclusive of parts and labour. Supplier shall have no obligation to provide Hardware Maintenance Services in respect of any other products. Supplier reserves the right to prioritize all maintenance requests and calls in its sole judgment and discretion. Supplier shall have no obligation to provide Hardware Maintenance Services other than during the hours indicated in the Order Form, or absent such indication, during normal business hours of 9:00 a.m. to 5:00 p.m. in the time zone of Supplier’s office, Monday to Friday, and not on Christmas or New Year. Supplier does not guarantee maintenance availability at certain times or within certain response times. Customer shall ensure that Supplier’s personnel shall have free access to the Hardware as required in order to complete the Hardware Maintenance Services.
Hardware Maintenance Services a. IBM will:
(1) perform pre- and post maintenance activities before and following hardware maintenance Services on equipment (for example, backup, remove, protect, and restore programs, data and removable storage media, remove and reload funds); (2) provide all hardware upgrades, maintenance parts, or replacement equipment not provided under a warranty or maintenance agreement at VMU expense in accordance with Schedule C, Exhibit C-2;
Hardware Maintenance Services. 27.1 One-shot repair of Hardware - Where the Agreement does not explicitly cover Hardware Maintenance Services, the Supplier agrees to perform one-shot repairs to Hardware at Luminus’ request. In response to such a request, the Supplier shall prepare without delay an estimate of the price of the repair and a timetable for its execution. The estimate and the timetable shall be provided free of charge to Luminus, regardless of whether or not the repair is executed. If Xxxxxxx accepts the estimate and timetable, an order shall be signed between the Parties. It is explicitly agreed that all other conditions of the Agreement shall also apply to a one-shot repair.
