Software Restoration. If the Software fails and the supported application Software requires restoration, then Philips will reinstall the application Software, database Software, and operating system to the revision level that existed prior to the malfunction or failure and Philips will attempt to reinstall the customer-created data backup. If the customer-created data backup cannot be used to re-install any data to the System, the customer will hold sole responsibility for the loss of data. Custom or third-party Software, custom database configurations or reports, and Customer-written product interfaces are not included. If a system failure is attributed to Hardware not supported under the Agreement, the Customer shall restore the Software, operating system, and database Software before Philips begins any Software restoration efforts. Philips may offer, for an additional charge based upon published labor and material rates, Hardware support and Software restoration Services.
Software Restoration. If the software fails and the supported application software requires restoration, then Philips will reinstall the application software, database software (if the SQL server is co-located with the IBE), and operating system to the revision level that existed prior to the malfunction or failure and Philips will attempt to reinstall the Customer-created data backup. If the Customer-created data backup cannot be used to re- install any data to the Covered System, the Customer will hold sole responsibility for the loss of data. Custom or third party software, custom database configurations or reports, and Customer-written product interfaces are not included. If a Covered System failure is attributed to hardware not supported under the Agreement, the Customer shall restore the software, operating system, and database software before Philips begins any software restoration efforts.
Software Restoration. 24.1 Should a hardware fix include the replacement of a hard disk drive in a Personal Computer, maintenance services will include the restoration of a Windows Operating System, using default settings. The onus is on the customer to make available the master disks or copies of, together with an appropriate licence key. The provision of such disks and keys must be made available during the visit which the hard disk drive was replaced. If Excalibur IT is requested to return to site to install software the call will be subjected to additional charges at Excalibur IT’s prevailing rates.
24.2 Software restoration services other than those detailed in clause 29.1 will be specified in the Schedule.
24.3 Where Excalibur IT has agreed to provide software restoration following the provision of hardware maintenance, such services will be delivered outside of any contracted SLA time frame.
