Common use of PRIORITY LEVELS AND ERROR HANDLING Clause in Contracts

PRIORITY LEVELS AND ERROR HANDLING. 4.1. The Client reports Errors to Dyflexis in accordance with the table in article 3 (Contact details). If Errors are reported to Dyflexis in another manner, for instance by using other telephone numbers or email addresses, correct handling cannot be guaranteed. When reporting an Error, the following details should be communicated to Dyflexis: (a) name of the Client’s organisation; (b) the name of the Client’s contact person for this Error; (c) current contact details (mobile telephone number, email address) of this contact person; (d) a description of the Error, which is as precise as possible; (e) a description of the measures which the Client has already taken. 4.2. Provided that the Errors are subject to handling by Dyflexis, they will be classified according to the following levels of priority: 1 High The Service is unavailable 2 Average Partially interrupted / reduced availability of the Service 3 Low Problems with limited consequences for the Client. The service is available but does not work completely 4.3. The column below shows the efforts required by Dyflexis when dealing with Errors, for each priority level: During business hours Outside business hours Priority Reaction time Recovery Time Reaction Time Recovery Time 1 0,5 hour 4 hours 2 hours 8 hours 2 2 hours 8 hours 4 hours 2 Working days 3 1 Working day 10 Working days 1 Working day 10 Working days Contrary to the chart shown above, Dyflexis is entitled to defer the Errors with priority level 3 to subsequent releases of the Service. Dyflexis will take account as far as possible with the consequences for the Client, but is not under any obligation to do so. 4.4. The support technician from Dyflexis will notify by email the Client’s contact person about the specific Error within the Response Time regarding: (a) the Priority Level of the Error; and, if this is already known (b) the cause and solution for the Error. 4.5. In order to provide feedback to the Client, Dyflexis needs to hold valid contact details for the Client. The Client is therefore responsible for providing correct and up-to-date contact details. If the contact details held by Dyflexis are not correct due to an action or omission by the Client, or if the non-timely feedback by Dyflexis about the Error is the result of circumstances which cannot be attributed to Dyflexis, then the attempt made by Dyflexis counts as the time of feedback. 4.6. The Client agrees to assist with the rectification of the Error to the best of its ability. 4.7. If the assistance referred to in the previous paragraph is not provided, through no action of Dyflexis, the Repair Time will only enter effect at the moment that the Client provides the required assistance. 4.8. Dyflexis uses an escalation procedure that is deployed when an Error cannot be resolved within a certain time (Repair Time). During this procedure, Dyflexis will deploy all reasonably available resources (including external technical engineers if these are deemed necessary), to expedite the resolution of the Error. In addition, specific arrangements may be made with the Client about the solution of the Error during the escalation procedure. During the escalation procedure, Dyflexis will inform the Client every working day of the progress of the solution for the Error.

PRIORITY LEVELS AND ERROR HANDLING. 4.1. The Client reports Errors to Dyflexis in accordance with the table in article 3 (Contact details). If Errors are reported to Dyflexis in another manner, for instance by using other telephone numbers or email addresses, correct handling cannot be guaranteed. When reporting an Error, the following details should be communicated to Dyflexis: (a) name of the Client’s organisation; (b) the name of the Client’s contact person for this Error; (c) current contact details (mobile telephone number, email address) of this contact person; (d) a description of the Error, which is as precise as possible;; and (e) a description of the measures which the Client has already taken. 4.2. Provided that the Errors are subject to handling by Dyflexis, they will be classified according to the following levels of priority: 1 High The Service is unavailable 2 Average Partially interrupted / reduced availability of the Service 3 Low Problems with limited consequences for the Client. The service is available but does not work completely 4.3. The column below shows the efforts required by Dyflexis when dealing with Errors, for each priority level: During business hours Outside business hours Priority Reaction time Recovery Time Reaction Time Recovery Time 1 0,5 hour 4 hours 2 hours 8 hours 2 2 hours 8 hours 4 hours 2 Working days 3 1 Working day 10 Working days 1 Working day 10 Working days Contrary to the chart shown above, Dyflexis is entitled to defer the Errors with priority level 3 to subsequent releases of the Service. Dyflexis will take account as far as possible with the consequences for the Client, but is not under any obligation to do so. 4.4. The support technician from Dyflexis will notify by email the Client’s contact person about the specific Error within the Response Time regarding: (a) the Priority Level of the Error; and, if this is already known, (b) the cause and solution for the Error. 4.5. In order to provide feedback to the Client, Dyflexis needs to hold valid contact details for the Client. The Client is therefore responsible for providing correct and up-to-date contact details. If the contact details held by Dyflexis are not correct due to an action or omission by the Client, or if the non-timely feedback by Dyflexis about the Error is the result of circumstances which cannot be attributed to Dyflexis, then the attempt made by Dyflexis counts as the time of feedback. 4.6. The Client agrees to assist with the rectification of the Error to the best of its ability. 4.7. If the assistance referred to in the previous paragraph is not provided, through no action of Dyflexis, the Repair Time will only enter effect at the moment that the Client provides the required assistance. 4.8. Dyflexis uses an escalation procedure that is deployed when an Error cannot be resolved within a certain time (Repair Time). During this procedure, Dyflexis will deploy all reasonably available resources (including external technical engineers if these are deemed necessary), to expedite the resolution of the Error. In addition, specific arrangements may be made with the Client about the solution of the Error during the escalation procedure. During the escalation procedure, Dyflexis will inform the Client every working day of the progress of the solution for the Error.