EMERGENCY PROVISIONS. 5.1. In the unlikely event of a total system failure or critical Incident that affects more than one client all resources available to Us may be used to rectify the incident and ongoing project work, meetings or other activities may be postponed. We may request information, resource support or onsite technical knowledge from You in order to resolve the incident. Any existing support tickets will not be subject to the SLAs in this Schedule 4 and will be placed on hold until the incident has been resolved; and regular updates will be available by way of individual contact, conference calls or announcements.
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Sources: Software License, Service and Support Agreement, Software License, Service and Support Agreement, Support and Maintenance Agreement