Maintenance of the Service. 6.12.1 If, at any time, there is a fault in relation to your Service and/or your Service is unavailable, you should contact our Customer Care Line. Please contact our Customer Care Line or visit the Site for further infor- mation on reporting a fault.
6.12.2 If we fail to repair your Service or fail to respond to the fault within two (2) Business Days of the date on which you reported the fault to our Customer Care Line, you may be entitled to compensation and such compensation due to you shall be deducted from the amount payable by you in relation to the relevant period.
6.12.3 However, you will not be entitled to such compensation if the fault occurred as a result of an event outside of our reasonable control, or as a result of your interference with and/or failure to maintain the Equipment.
Maintenance of the Service. 6.1 We encourage you to use our technical support services for genuine problems with your Service. We will use reasonable efforts to rectify the problem as soon as possible. However, we ask you to acknowledge that:
a. we do not provide technical support services for configuring your local area network to connect it to your Service, and do not provide assistance with local area network-related difficulties; and
b. if we respond to a technical support call, and we believe on reasonable grounds that there is no Service problem, or that we did not cause the Service problem, we may charge you a service fee that will be notified to you prior to our site visit.
Maintenance of the Service. Diabolocom shall manage Service Outages following incidents detected by Diabolocom or reported by the Client. Diabolocom agrees to (i) notify the Client of the Service Outages and other operational faults and (ii) send to the Client, to the extent possible, at least seven (7) days before the desired intervention date a report on the changes to be made to the Service level to prevent foreseen problems over the short term or following repetitive incidents, (iii) cooperate in good faith with the Client in order to try and reduce the disruptions that the maintenance might cause; (iv) obtain the Client's approval regarding the date(s of the intervention only in cases where the maintenance exclusively affects Diabolocom Equipment dedicated to the Client or to carry out the maintenance outside periods of intensive use of the Service, between eight pm (20:00 ) and six am (6:00), Paris, FR time (v) conduct the planned intervention (on the date agreed by the Client if (iv) above applies). The Client shall follow, or forward to any third party acting on its behalf, Diabolocom’s recommendations and notices in order to avoid any Service Outages. If the Client fails to do so, 1) Diabolocom may refrain from responding to every alarm or alert issued during the monitoring and maintenance of the Service if its recommendations or notices have not been acted upon, 2) the Client shall pay Additional Fees in the event of a Service Outage.
Maintenance of the Service a. We will use all reasonable efforts to rectify any technical fault or problem with the Service as soon as possible.
b. Notwithstanding the above, You acknowledgethat:
i. We do not provide technical support services for configuring Your local area network to connect it to Your Service.
ii. We do not provide assistance with local area network-related difficulties.
iii. We will only provide support for connecting Your Service to a single network interface card on a single computer.
c. If We attend the Premises in response to a technical support request by You and find that there is no fault in the Service or that there is a fault in the Service attributable to an act or neglect on Your part, We may charge You a Service Fee.
