REMEDIAL MAINTENANCE a. Upon notification from the Client that the equipment has failed or is malfunctioning, the Contractor shall make such repairs and adjustments to and replace such parts of the equipment as may be necessary to restore the equipment to its proper operating condition to client’s satisfaction.
(i) Where in the course of a cyclone, the computer system has been switched off, the Contractor shall, within a period of 24 hours after the cyclone warning has been lifted, or within 2 hours of having been informed by the Client that it wishes to switch on the computer system, the Contractor shall carry out an inspection and switch on the computer system;
(ii) Where the Contractor is of the view that it would not be safe to switch on the computer system, he shall so advise the Client and instruct the Client of the steps to be taken so as to have the computer system operational within the shortest possible delay;
(iii) In any case the Contractor shall be present when the computer system is to be switched on;
(iv) The contract of maintenance shall be deemed to cover any service provided under this paragraph and any action taken such as, but not limited to the replacement of defective parts, reinstallation of software, reconfiguration of the system and in case of defects not resulting directly or indirectly from the cyclone.
REMEDIAL MAINTENANCE. Involves either repair or replacement of Equipment/Systems in the event that an Equipment/System Malfunctions. For additional information, see Section 4 – Installation and Integration and Section 5 – Maintenance.
REMEDIAL MAINTENANCE. Whenever an Authorized User enters into any Maintenance Agreement with Contractor, the Contractor automatically becomes responsible for the performance of Remedial Maintenance. Authorized Users cannot waive the Remedial Maintenance and Remedial Maintenance Response Requirements listed in Section 5.3 – Remedial Maintenance. Whether the Authorized User elects to subscribe to monthly Maintenance, prepaid annual Maintenance, or Time and Materials (T&M), Remedial Maintenance must be performed after the Authorized User notifies the Contractor that the Equipment-System is inoperable or unsuitable for operation. The Contractor will be responsible for ensuring that Service for each request is provided in accordance with the following:
Chart 1: Remedial Maintenance Descriptions and Requirements Level of Service Description Response Time
REMEDIAL MAINTENANCE. The Maintenance Service sheets for Remedial Maintenance must include, at a minimum, the following information for each request for Service:
A. Date and time notified
B. Date and time of arrival and departure
C. Description of malfunction/failure reported
D. Diagnosis of malfunction/failure and work performed E. Charges for Services and Equipment, if applicable (Authorized User Total Hourly Rate and Authorized User NYS Net Pricing)
REMEDIAL MAINTENANCE. 4.1 In the event of a Fatal Error, Supplier shall respond within four (4) hours after notification thereof by Participant. Supplier shall use best efforts to provide at least a Workaround without material interruption of the Software within two (2) days. A permanent solution for a Fatal Error shall be provided by Supplier with an Update of the Software as soon as possible thereafter, but no later than fourteen (14) days after the report by Participant.
4.2 In the event of a Critical Error, Supplier shall respond within four (4) hours after notification thereof by Participant. Supplier shall use best efforts to provide at least a Workaround without material interruption of the Software within five (5) days. A permanent solution for a Critical Error shall be provided by Supplier with an Update of the Software as soon as possible thereafter, but no later than fourteen (14) days after the report by Participant.
4.3 In the event of a Major Error, Supplier shall use reasonable commercial efforts to provide at least a Workaround within ten (10) days after the reporting of such Error by Participant. A permanent solution for a Major Error shall be provided by Supplier with an Update of the Software as soon as possible thereafter, but no later than thirty (30) days after the report by Participant.
4.4 Minor Errors shall be solved by Supplier in the next regular Update of the Software, but no later than ninety (90) days after the report by Participant.
4.5 The category of the respective Error shall be determined by Participant after consultation of Supplier.
REMEDIAL MAINTENANCE. Remedial Maintenance consists of those functions required to repair a malfunctioning Kiosk and return it to Good Operating Condition. NCR's response to a service request will be consistent with the nature of the problem, and may include remote support in the form of on-line diagnosis and telephone assistance, and if necessary, on-site presence.
REMEDIAL MAINTENANCE. Contractors shall track the status of each Major and Minor Failure through the Trouble Ticket Log described in Section 1.19.2. Contractors shall provide the telephone number of their customer support center to each PSAP with whom they have a maintenance contract for reporting Major and Minor Failures. The Contractor’s customer support center telephone shall be answered 24 hours a day, seven (7) days a week by a live person. The Contractor’s customer support center will be responsible for coordinating the resources necessary to correct Major and Minor Failures and for accurately updating the Trouble Ticket Log. The 9-1-1 CPE System shall be capable of alerting PSAP personnel of system alarms by the use of a signaling device in the PSAP. This device shall provide for an audible or visual alarm. The device shall provide a cutoff option to disable alarms in progress and must be automatically reset upon removal of the alarm condition or should a new alarm occur.
REMEDIAL MAINTENANCE. (a) Presstek shall provide remedial maintenance upon notification by Customer or Xerox that the Product requires maintenance. Remedial maintenance shall include unscheduled work required by Customer from time to time as required to repair or replace defective Product or components thereof and to return such defective Product/components to good working order and operating condition and capable of performing in accordance with the applicable Specifications. In the event Product/components are not so operational, Presstek shall pay, or reimburse Customer for [CONFIDENTIAL TREATMENT REQUESTED] /*/ a result of such inoperability .
(b) In accordance with this Section, Presstek shall provide to Customer the installation of engineering changes required or recommended by the Product manufacturer or provider. Presstek shall notify Customer of the engineering changes to be installed, and Customer may, at its option, consent to such installation and limit the installation or timing of engineering changes other than safety changes.
REMEDIAL MAINTENANCE. Remedial Maintenance shall mean all maintenance, other than Excluded Services, reasonably required as a result of, and for the purpose of correcting, a System Failure. For purposes of this Agreement, System Failure shall mean any malfunction in the System that prevents or materially interferes with, the accomplishments of any or all of the System intended functions, which are expressed in, but not limited to those in, Exhibit A.II of the First Amendment to the Purchase and License Agreement. Following any identification of any System Failure by Buyer, and Buyer's completion of the diagnostic checklist and procedures recommended by Seller in the User Documentation Set, Buyer shall provide notification thereof to Seller. In the event of any software failure, Seller shall thereafter make a good faith effort to cause the appropriate software support person to respond to the Buyer within 30 minutes of the notification with an update as to cause and/or possible solutions. Software support shall be available 24 hours per day 7 days each week including holidays regardless of the severity of the software failure. In the event of any hardware failure, Seller shall thereafter make a good faith effort to cause an authorized representative of Seller to arriver at the location where the System is installed no later than four (4) hours following Seller's receipt of such notification. Seller shall from time to time advise Buyer of the name(s) and location(s) of locally-based seller personnel authorized to receive such notifications and Seller shall ensure that such personnel are available to Buyer at all times that the System is scheduled by Buyer to be in operation. Hardware support shall be available 7 days per week 24 hours per day for critical items as defined in PARAGRAPH D.2.3.1, and during normal work days and hours for non critical items as defined in PARAGRAPH D.2.3.2.
REMEDIAL MAINTENANCE. Remedial maintenance shall be performed after notification that equipment is inoperative. The Contractor shall provide the MSP with a designated point(s) of contact and make arrangements to enable the Contractor's maintenance representative to receive such notification or provide an answering service or other continuous telephone coverage to permit the MSP to make such contact.
