Common use of Problem Resolution Clause in Contracts

Problem Resolution. 9.1. Initial triage timing will start after the acknowledgement, and Freshwave will use all reasonable endeavours to conclude triage within the timescale shown in the table as per Clause 9.2 of this Schedule. During triage, Freshwave will take all reasonable steps to restore the Services in accordance with the terms of the Agreement and report back to Customer with next steps which could be (but not limited to): a. Customer performs all necessary in-house tests to the demarcation point as specified in the Site Design Document; b. re-test the Service following remote fix; c. arrange Freshwave (or Subcontractor) engineer visit to Premise; or d. assign problem to MNO for investigation. 9.2. When initial triage is complete and problem is not resolved, Freshwave shall agree with Customer (such agreement not to be unreasonably withheld or delayed) the level of priority to be assigned to the problem which will indicate the frequency of updates on progress that will be provided to Customer by Freshwave until full Services are restored. 1 1 hour 1 Office Hour 1 Business Day

Problem Resolution. 9.18.1. Initial triage timing will start after the acknowledgement, and Freshwave will use all reasonable endeavours to conclude triage within the timescale shown in the table as per Clause 9.2 of this Schedule. During triage, Freshwave will take all reasonable steps to restore the Services in accordance with the terms of the Agreement and report back to Customer with next steps which could be (but not limited to): a. Customer performs all necessary in-house tests to the demarcation point as specified in the Site Design Document; b. re-test the Service following remote fix; c. arrange Freshwave (or Subcontractor) engineer visit to Premise; or d. assign problem to MNO for investigation. 9.28.2. When initial triage is complete and problem is not resolved, Freshwave shall agree with Customer (such agreement not to be unreasonably withheld or delayed) the level of priority to be assigned to the problem which will indicate the frequency of updates on progress that will be provided to Customer by Freshwave until full Services are restored. 1 1 hour 1 Office Hour 1 Business Day