Common use of Troubleshooting Clause in Contracts

Troubleshooting. Vendor will troubleshoot problems with supported operating systems, diagnostic tools, software applications, required tools and network connectivity. Vendor will also perform basic hardware troubleshooting. Application support Contractor will provide applications support which may include the following services: • Installation and updating of software. • Troubleshooting of common problems. • Help with basic usage. • Vendor will provide no support for discouraged or prohibited applications by the PFSA. • Support for the centralized administrative applications is limited to support. • Utilize manuals, online help systems, training CD-ROMs, and other training resources for the applications. • PFSA will be responsible for purchasing software licenses and having media available (if required). Backup support Vendor will provide installation and configuration of backup software. The backup service itself is provided by Contractor and in addition to that Contractor’s staff can assist with restores and act as a liaison with users. Hardware support Vendor will provides hardware diagnosis for supported machines. In addition, Vendor will provide post-warranty work in many cases as well. Vendor staff will perform some basic hardware upgrades at no charge, subject to Hardware supplied by the PFSA; these services would include installing PCI cards and upgrading RAM etc. PFSA will consult with vendor or vice versa. Training Contractor provides trained resources to support PFSA users. Contractor’s staff can evaluate computer training needs for supported users and provide specific recommendations for training classes or materials. In addition, Contractor can provide informal training sessions on supported software for individuals (or small groups). In some cases, Vendor’s staff may provide formal group training for users. via Service Desk support To request support services the User send electronic mail to the appropriate support team's service desk email address xxx@xxx.xxx. In cases in which email is not operational, user may call the Service Desk at 042-xxxxxxxx. Response time Contractor’s goal is to respond to all requests for service as quickly as possible. Contractor prioritizes requests as they come in using the following general guidelines: • Urgent requests are those that meet one or more of the following criteria: o Top Management / key personals o Multiple users are affected. o The user's computer is not functional. o The network is inaccessible. o The user is working under a deadline or on a time sensitive task. o The problem is with software that is vital to the nature of the user's work. o The user is unable to send or receive email. o The security of one or more machines is compromised. • Normal/Planned : requests typically fall into the following categories: o The request is specified as non-urgent by the users. o The request involves peripheral equipment o The user is experiencing an application problem that does not interfere with critical functions. Vendor’s normal response times for request shown in the table below: Category Initial response time Commencement of work Urgent 0-90 minutes 0-2 hours Normal / 1 – 2 hours 0-4 hours Planned 2-4 hours As scheduled Penalty Implications and clauses : The Contractor will be responsible to an overall uptime of 95 percent+. The PFSA will deduct up to 10 percent service contract /PO amount , if agreed uptime is not met. Availability excludes the annual maintenance agreed upon maintenance time and takes into account any manufacturer's response time for equipment delivery. Any delays or downtime due to non-availability of Parts (responsibility of PFSA to be provided to the Contractor) will not count into downtime Percentage and will be counted into PFSA account. However, Contractor is responsible to inform PFSA for the requirements of parts well before time to make possible availability of parts on time.

Troubleshooting. Vendor will troubleshoot problems with supported operating systems, diagnostic tools, software applications, required tools and network connectivity. Vendor will also perform basic hardware troubleshooting. Application support Contractor will provide applications support which may include the following services: •  Installation and updating of software. •  Troubleshooting of common problems. •  Help with basic usage. •  Vendor will provide no support for discouraged or prohibited applications by the PFSA. •  Support for the centralized administrative applications is limited to support. •  Utilize manuals, online help systems, training CD-ROMs, and other training resources for the applications. •  PFSA will be responsible for purchasing software licenses and having media available (if required). Backup support Vendor will provide installation and configuration of backup software. The backup service itself is provided by Contractor and in addition to that Contractor’s staff can assist with restores and act as a liaison with users. Hardware support Vendor will provides hardware diagnosis for supported machines. In addition, Vendor will provide post-warranty work in many cases as well. Vendor staff will perform some basic hardware upgrades at no charge, subject to Hardware supplied by the PFSA; these services would include installing PCI cards and upgrading RAM etc. PFSA will consult with vendor or vice versa. Training Contractor provides trained resources to support PFSA users. Contractor’s staff can evaluate computer training needs for supported users and provide specific recommendations for training classes or materials. In addition, Contractor can provide informal training sessions on supported software for individuals (or small groups). In some cases, Vendor’s staff may provide formal group training for users. via Service Desk support To request support services the User send electronic mail to the appropriate support team's service desk email address xxx@xxx.xxx. In cases in which email is not operational, user may call the Service Desk at 042-xxxxxxxx. Response time Contractor’s goal is to respond to all requests for service as quickly as possible. Contractor prioritizes requests as they come in using the following general guidelines: •  Urgent requests are those that meet one or more of the following criteria: o Top Management / key personals o Multiple users are affected. o The user's computer is not functional. o The network is inaccessible. o The user is working under a deadline or on a time sensitive task. o The problem is with software that is vital to the nature of the user's work. o The user is unable to send or receive email. o The security of one or more machines is compromised. •  Normal/Planned : requests typically fall into the following categories: o The request is specified as non-urgent by the users. o The request involves peripheral equipment o The user is experiencing an application problem that does not interfere with critical functions. VendorV endor’s normal response times for request shown in the table below: Category Initial response time Commencement of work Urgent 0-90 minutes 0-2 hours Normal / 1 – 2 hours 0-4 hours Planned 2-4 hours As scheduled Penalty Implications and clauses : The Contractor will be responsible to an overall uptime of 95 percent+. The PFSA will deduct up to 10 percent service contract /PO amount , if agreed uptime is not met. Availability excludes the annual maintenance agreed upon maintenance time and takes into account any manufacturer's response time for equipment delivery. Any delays or downtime due to non-availability of Parts (responsibility of PFSA to be provided to the Contractor) will not count into downtime Percentage and will be counted into PFSA account. However, Contractor is responsible to inform PFSA for the requirements of parts well before time to make possible availability of parts on time.

Troubleshooting. Vendor will troubleshoot problems with supported operating systems, diagnostic tools, software applications, required tools and network connectivity. Vendor will also perform basic hardware troubleshooting. Application support Contractor will provide applications support which may include the following services: •  Installation and updating of software. •  Troubleshooting of common problems. •  Help with basic usage. •  Vendor will provide no support for discouraged or prohibited applications by the PFSA. •  Support for the centralized administrative applications is limited to support. •  Utilize manuals, online help systems, training CD-ROMs, and other training resources for the applications. •  PFSA will be responsible for purchasing software licenses and having media available (if required). Backup support Vendor will provide installation and configuration of backup software. The backup service itself is provided by Contractor and in addition to that Contractor’s staff can assist with restores and act as a liaison with users. Hardware support Vendor will provides hardware diagnosis for supported machines. In addition, Vendor will provide post-warranty work in many cases as well. Vendor staff will perform some basic hardware upgrades at no charge, subject to Hardware supplied by the PFSA; these services would include installing PCI cards and upgrading RAM etc. PFSA will consult with vendor or vice versa. Training Contractor provides trained resources to support PFSA users. Contractor’s staff can evaluate computer training needs for supported users and provide specific recommendations for training classes or materials. In addition, Contractor can provide informal training sessions on supported software for individuals (or small groups). In some cases, Vendor’s staff may provide formal group training for users. via Service Desk support To request support services the User send electronic mail to the appropriate support team's service desk email address xxx@xxx.xxx. In cases in which email is not operational, user may call the Service Desk at 042-xxxxxxxx. Response time Contractor’s goal is to respond to all requests for service as quickly as possible. Contractor prioritizes requests as they come in using the following general guidelines: •  Urgent requests are those that meet one or more of the following criteria: o Top Management / key personals o Multiple users are affected. o The user's computer is not functional. o The network is inaccessible. o The user is working under a deadline or on a time sensitive task. o The problem is with software that is vital to the nature of the user's work. o The user is unable to send or receive email. o The security of one or more machines is compromised. •  Normal/Planned : requests typically fall into the following categories: o The request is specified as non-urgent by the users. o The request involves peripheral equipment o The user is experiencing an application problem that does not interfere with critical functions. VendorV endor’s normal response times for request shown in the table below: Category Initial response time Commencement of work Urgent 0-90 minutes 0-2 hours Normal / 1 – 2 hours 0-4 hours Planned 2-4 hours As scheduled Penalty Implications and clauses clauses: The Contractor will be responsible to an overall uptime of 95 percent+. The PFSA will deduct up to 10 percent service contract /PO amount amount, if agreed uptime is not met. Availability excludes the annual maintenance agreed upon maintenance time and takes into account any manufacturer's response time for equipment delivery. Any delays or downtime due to non-availability of Parts (responsibility of PFSA to be provided to the Contractor) will not count into downtime Percentage and will be counted into PFSA account. However, Contractor is responsible to inform PFSA for the requirements of parts well before time to make possible availability of parts on time.