RESOLUTION TIMES. If a deficiency is discovered at any time during Contractor’s performance of this Contract, Contractor shall correct the deficiency within four (4) hours from notice of the deficiency, or within four (4) hours, if it is an emergency at no additional cost to Purchaser. Purchaser reserves the right to demand lesser hours to cure a deficiency that posts serious health concerns to location users.
RESOLUTION TIMES. The Supplier will always endeavor to resolve problems as swiftly as possible. It recognizes that the Client’s systems are key to daily functions and must be functional in the field. However, UA is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary. In all cases, the Supplier will make its best efforts to resolve problems as quickly as possible. It will also provide frequent progress reports to the Client.
RESOLUTION TIMES. Severity Acknowledge Within Updates Thereafter Resolved Within (UAT or Sandbox)
2 1 hour 1 business day 5 business days
3 1 business day 5 business days To be agreed per item
RESOLUTION TIMES. Due to the widely varying nature of possible issues, it is not possible to provide specific resolution objectives. Revvity will use commercially reasonable efforts to resolve all reported and verifiable issues with the Service as promptly as possible and in accordance with the Priority Levels assigned to such issue. Prohibited Uses
RESOLUTION TIMES. The supplier will always endeavor to resolve all issues as timely as possible. Supplier understands the Online application is key to the Client’s business operations and that any downtime can cost money. However, the Supplier is unable to provide guaranteed resolution times for any error or issue because the nature of problems can vary enormously with the Online application and hosting environment.
RESOLUTION TIMES. 2.9.1. The supplier will always endeavour to resolve problems as swiftly as possible. It recognises that the telehealth systems are supportive to healthcare provided by the client and that any downtime may reduce the effectiveness of care.
2.9.2. However, the supplier is unable to provide guaranteed resolution times. This is because the nature and causes of problems vary.
2.9.3. In all cases, the supplier will make its best efforts to resolve problems as quickly as possible. It will also provide frequent progress reports to the client.
2.9.4. The following table describes our target response times and priorities. 1 Cloud core website offline <10 minutes 95% <1 hour 2 Cloud core website errors that may affect all of the Whzan user base. <30 minutes 90% <2 hours 3 Severe tablet operation issues preventing use of a single Whzan tablet system < 60 minutes 90% < 4 hours 4 Minor incidents preventing access or use of the Whzan tablet or core for a single user. < 60 minutes 90% < 1 day 5 Replacement device required. < 60 minutes 90% < 5 days to despatch 6 WhzApp issues <120 minutes 90% < 1 day
RESOLUTION TIMES. 4.6.1 The target Resolution Times for each priority level are specified in below: Service Affecting First Information Time 1 hour Additional Information Times Every Subsequent Hour Guaranteed Resolution Time 4 Working Hours Non Service Affecting Guaranteed Resolution Time 3 Business Days
4.6.2 Penalties for failing to repair within target Resolution Time Service Affecting > 4 Hours 10% Quarterly Rental Charge > 8 Hours 20% Quarterly Rental Charge > 16 Hours 30% Quarterly Rental Charge > 24 Hours 50% Quarterly Rental Charge > 36 Hours 75% Quarterly Rental Charge > 48 Hours 100% Quarterly Rental Charge Non Service Affecting > 3 Business Days No Penalty Incurred The compensation payable is based on a % of the quarterly rental Charge for the circuit/Service affected.
RESOLUTION TIMES. All resolution times shall be calculated from the time when H3G reports a Software Fault to TCS (and H3G confirms that the Software Fault is caused by the Supplied Software) until H3G is satisfied (acting reasonably), having received notice from TCS, that the Software Fault has been resolved or its status has been downgraded. When a Software Fault is downgraded, all resolution times shall be calculated as above but from the time that H3G is satisfied (acting reasonably) that, having received notice from TCS, the Software Fault has been downgraded. Note: Information in this document marked with a "[*]" has been omitted and filed separately with the U.S. Securities and Exchange Commission. Confidential treatment has been requested with respect to the omitted portions. Note: Information in this document marked with a "[*]" has been omitted and filed separately with the U.S. Securities and Exchange Commission. Confidential treatment has been requested with respect to the omitted portions.
RESOLUTION TIMES. Dashboard Technology will use to best endeavours to respond to each incident in accordance with its stated category and in accordance with the average response times set out below. Investigation times are dependent on the Hours of operation as agreed in clause 2. iii. Severity Definition Description Initial Response Time Ongoing Response Time Urgent Total service loss - all parts of the Platform are unavailable to all or the majority (more than 50%) of Authorised Users Investigation to commence within one Working Hour of notification. If a work- round is possible, it will be provided within six Working Hours and the incident will be re-classified as High. If software and/or database correction is required, the response will be dependent on the complexity of the correction but a target response time of twelve Working Hours will be established. 2 Hours 4 Hours High Significant service loss - one or more critical parts of the Platform are unavailable to one or more Authorised Users Investigation to commence within one Working Day of notification. If a work-round is possible, it will be provided within two Working Days and the error will be re- classified as Normal. If software and/or database correction is required, the correction will normally be scheduled for the next Maintenance release If, however, this is considered by the Customer to be operationally unacceptable, the Customer may request consideration for escalation to ‘Urgent’. Updates will be provided every 4 working hours. 2 Hours 4 Hours Medium Some service loss - one or more non- critical parts of the Platform are unavailable to one or more Authorised Users Corrected software to be available in a future Major or Maintenance Version. 1 Day Updates to be provided daily until date for release has been advised Low All functionality is available, but new functionality or enhancements / changes to existing functionality are required Corrected software to be available in a future Major or Maintenance Version. 1 Day Updates to be provided weekly until date for release has been advised
RESOLUTION TIMES. Due to the widely varying nature of possible issues, it is not possible to provide specific resolution objectives. Revvity will use commercially reasonable efforts to resolve all reported and verifiable issues with the Service as promptly as possible and in accordance with the Priority Levels assigned to such issue. ACCEPTABLE USE POLICY (EVOYATM PLATFORM) Overview: This Acceptable Use Policy (“AUP”) outlines acceptable uses of Revvity Health Sciences, Inc.’s (together with its affiliates, “Revvity”) software as a service offerings (collectively for the purposes of this policy, the “Services”) and is incorporated by reference into Customer’s software as a service license agreement governing its use of the Service(s) (“Agreement”). This AUP prohibits uses and activities involving the Services that are illegal, infringe the rights of others, or interfere with or diminish the use and enjoyment of the Services by others. Revvity reserves the right to change or modify the terms of this AUP from time to time, effective when posted on Revvity’s website (the “Site”). Customer’s use of the Services after changes to the AUP are posted shall constitute acceptance of any changed or additional terms. Any capitalized terms not otherwise defined in this AUP shall have the meaning ascribed to them in Customer’s Agreement.
