Common use of Error Reports Clause in Contracts

Error Reports. The Customer is obliged to report an Error to the Support Centre in such time after the detection thereof which may be reasonably required from the Customer. Support Centre. The Supplier shall provide for during the Service Period: availability of the Support Centre 24/7 for accepting Error Reports and for telephone consultations with the Supplier's employees having the necessary qualification (certification) and experience in relation to the System. recording the following information to the reported Error: description of procedure or conditions which led to the Error occurrence, Error reports and entry data at the Supplier's request, Customer's contact persons for negotiations with the Supplier. responding to telephone, email or any other types of Error Reports made to the Support Centre by the Supplier's responsible employees who have the corresponding qualification and experience related to the System, in keeping the Response Times according to this Agreement. performing localization and identification of Errors and their causes. providing information on the status, procedure and the method of removing Errors, in keeping the Ongoing Information Period. performing updates of the Documentation in the form of sending change reports so that the Customer had continuously at disposal up-to-date Documentation to the System which the Customer uses at the relevant moment. General Parameters. In providing Services the Supplier will comply with the following time limits: Error category Response Time/Start of Error Removal Time for Error Removal Information frequency (Frequency of ongoing information) Type of End UserWorkplace Term for EUW Error removal during Service time hours Term for EUW Error removal outside Service time hours Check-in 30 minutes 120 minutes Gate 30 minutes 120 minutes Transit 30 minutes 120 minutes Back-office 120 minutes 120 minutes Training room 120 minutes 120 minutes CUSS kiosk 60 minutes 120 minutes The Response Times and the Time for Error Removal stated in this article start when the Customer's Report is delivered to the Supplier's Support Centre. The same applies for setting the Frequency of Ongoing Information. The Customer determines the Error Category and deliver the Report to the Supplier's Support Centre. The Parties have agreed on the procedure of providing ongoing information so that the Customer's employee contacts within the limits of the agreed Frequency of Ongoing Information the Supplier's Support Centre and the Supplier will inform him about the current status of the process of the Error removal. Removal of the Software Errors and the Software Support. The Supplier will remove the System Errors within the Time for Error Removal, unless otherwise agreed between the Parties, by means of the Installation of Software Corrections or in other manner so that the Normal Operation was restored. Removal of the reported Errors includes, without limitation, removal errors or defects that occurred in consequence of the Error being removed, or removal of errors in data which occurred in consequence of the Error being removed. Removal of the Hardware Errors and the Hardware Support. The Parties hereby agree on the following Defect of Hardware rectification methods: Replacement of the defective Hardware with defect-free Hardware, or Repair of the defective Hardware, provide that a similar Defect was not claimed more than three times during HW warranty. Agreement between Parties on a Defect rectification method other than that described in text above. In such case the Parties shall enter into a written agreement on such other Defect rectification method.

Error Reports. The Customer is obliged to report an Error to the Support Centre in such time after the detection thereof which may be reasonably required from the CustomerCustomer (hereinafter only as “Report”). Support Centre. The Supplier shall Contractor will provide for during the Service Period: availability of the Support Centre 24/7 for accepting Error Reports and for telephone consultations with the SupplierContractor's employees having the necessary qualification (certification) and experience in relation to the System. recording the following information to the reported Error: description of procedure or conditions which led to the Error occurrence, Error error reports and entry data at the SupplierContractor's request, Customer's contact persons for negotiations with the SupplierContractor. responding to telephone, telephone or email or any other types of Error Reports made to the Support Centre by the SupplierContractor's responsible employees who have the corresponding qualification (certificate) and experience related to the System, in keeping the Response Times according to this AgreementContract. performing localization and identification of Errors and their causes. providing information on the status, procedure and the method of removing Errors, in keeping the Ongoing Information Period. performing updates of the Documentation Documents in the form of sending change reports so that the Customer had continuously at disposal up-to-date Documentation Documents to the System which the Customer uses at the relevant moment. General Parameters. In providing Services the Supplier Contractor will comply with the following time limits: Category A Error category Response Time/Start of Error Removal Time for Error Removal Information frequency (Frequency of ongoing information) Type of End UserWorkplace Term for EUW Error removal during Service time hours Term for EUW Error removal outside Service time hours Check-in within 30 minutes 120 minutes Gate 30 minutes 120 minutes Transit 30 minutes 120 minutes Back-office 120 minutes 120 minutes Training room 120 minutes 120 minutes CUSS kiosk 60 minutes 120 minutes Up to 4 hours Every 1 hour until the Error is removed Category B Error Up to 4 hours Up to 24 hours Every 6 hours until the Error is removed Category C Error by the next Business Day Up to 72 hours Every 24 hours until the Error is removed The Response Times and the Time for Error Removal stated in this article start when the Customer's Report is delivered to the SupplierContractor's Support Centre. The same applies for setting the Frequency of Ongoing Information. The Customer determines the Error Category and deliver determine Customer when the Report report is delivered to the SupplierContractor's Support Centre. The Parties have agreed on the procedure of providing ongoing information so that the Customer's employee contacts within the limits of the agreed Frequency of Ongoing Information the SupplierContractor's Support Centre and the Supplier Contractor will inform him about the current status of the process of the Error removal. Removal of the Software System Errors and the Software System Support. The Supplier Contractor will remove the System Errors within the Time for Error Removal, unless otherwise agreed between the Parties, by means of the Installation of Software Corrections or in other manner so that the Normal Operation was restored. Removal of the reported Errors includes, without limitation, removal errors or defects that occurred in consequence of the Error being removed, or removal of errors in data which occurred in consequence of the Error being removed. Removal Unless otherwise agreed between the Parties, the Contractor will supply or enable obtaining Upgrade or Update of the Hardware Errors and System within 3 days from the Hardware Support. The Parties hereby agree on the following Defect of Hardware rectification methods: Replacement of the defective Hardware with defect-free Hardware, or Repair of the defective Hardware, provide that a similar Defect was not claimed more than three times during HW warranty. Agreement between Parties on a Defect rectification method other than that described in text above. In such case the Parties shall enter into a written agreement on such other Defect rectification methodrelease date.

Error Reports. The Customer is obliged to report an Error to the Support Centre in such time after the detection thereof which may be reasonably required from the CustomerCustomer (hereinafter only as “Report”). Support Centre. The Supplier shall Contractor will provide for during the Service Period: availability of the Support Centre 24/7 for accepting Error Reports and for telephone consultations with the SupplierContractor's employees having the necessary qualification (certification) and experience in relation to the System. recording the following information to the reported Error: description of procedure or conditions which led to the Error occurrence, Error error reports and entry data at the SupplierContractor's request, Customer's contact persons for negotiations with the SupplierContractor. responding to telephone, telephone or email or any other types of Error Reports made to the Support Centre by the SupplierContractor's responsible employees who have the corresponding qualification (certificate) and experience related to the System, in keeping the Response Times according to this AgreementContract. performing localization and identification of Errors and their causes. providing information on the status, procedure and the method of removing Errors, in keeping the Ongoing Information Period. performing updates of the Documentation Documents in the form of sending change reports so that the Customer had continuously at disposal up-to-date Documentation Documents to the System which the Customer uses at the relevant moment. General Parameters. In providing Services the Supplier Contractor will comply with the following time limits: Category A Error category Response Time/Start of Error Removal Time for Error Removal Information frequency (Frequency of ongoing information) Type of End UserWorkplace Term for EUW Error removal during Service time hours Term for EUW Error removal outside Service time hours Check-in within 30 minutes 120 minutes Gate 30 minutes 120 minutes Transit 30 minutes 120 minutes Back-office 120 minutes 120 minutes Training room 120 minutes 120 minutes CUSS kiosk 60 minutes 120 minutes Up to 4 hours Every 1 hour until the Error is removed Category B Error Up to 4 hours Up to 24 hours Every 6 hours until the Error is removed Category C Error by the next Business Day Up to 14 calendars days Every 24 hours until the Error is removed The Response Times and the Time for Error Removal stated in this article start when the Customer's Report is delivered to the SupplierContractor's Support Centre. The same applies for setting the Frequency of Ongoing Information. The Customer determines the Error Category and deliver determine Customer when the Report report is delivered to the SupplierContractor's Support Centre. The Parties have agreed on the procedure of providing ongoing information so that the Customer's employee contacts within the limits of the agreed Frequency of Ongoing Information the SupplierContractor's Support Centre and the Supplier Contractor will inform him about the current status of the process of the Error removal. Removal of the Software System Errors and the Software System Support. The Supplier Contractor will remove the System Errors within the Time for Error Removal, unless otherwise agreed between the Parties, by means of the Installation of Software Corrections or in other manner so that the Normal Operation was restored. Removal of the reported Errors includes, without limitation, removal errors or defects that occurred in consequence of the Error being removed, or removal of errors in data which occurred in consequence of the Error being removed. Removal Unless otherwise agreed between the Parties, the Contractor will supply or enable obtaining Upgrade or Update of the System within 3 days from the release date. In case of delivery of Hardware as a Ordered Work, Contractor is obliged to provide following warranty for Hardware The Contractor hereby grants the Customer a warranty for the quality of the Hardware Errors and in the duration of 4 (four) years (“HW warranty”). HW warranty shall commence running from the day following the signing of Handover Protocol. The Customer shall be obliged to notify any Defect of Hardware Supportoccurred during the HW warranty to the Support Center, such notification to be made within such period of time upon discovery of the Defect, as can be reasonable required from the Customer. The Contractor undertakes to rectify a Notified Defect of Hardware as follows: In case of Category A Defect, within 2 (two) Business Days from receipt of the Customer’s Report containing the Defect Notice, unless the Parties agree otherwise in writing. In case of Category B Defect, within 10 (ten) Business Days from receipt of the Customer’s Report containing the Defect Notice, unless the Parties agree otherwise in writing. In case of Category C Defect, within 20 (twenty) Business Days from receipt of the Customer’s Report containing the Defect Notice, unless the Parties agree otherwise in writing. The Parties hereby agree agrees on the following Defect of Hardware rectification methods: Replacement of the defective Hardware with defect-defect- free Hardware, or Repair of the defective Hardware, provide that a similar Defect was not claimed more than that three times during HW warranty. Agreement between Parties on a Defect rectification method other than that described in text above. In such case the Parties shall enter into a written agreement on such other Defect rectification method. The Contractor grants to the Customer a 6 months warranty period with respect to the quality of any repairs made, provided that such warranty period shall not end earlier than the original HW warranty.

Error Reports. The Customer is obliged to report an Error to the Support Centre in such time after the detection thereof which may be reasonably required from the CustomerCustomer (hereinafter only as “Report”). Support Centre. The Supplier shall Contractor will provide for during the Service Period: availability of the Support Centre 24/7 for accepting Error Reports and for telephone consultations with the SupplierContractor's employees having the necessary qualification (certification) and experience in relation to the System. recording the following information to the reported Error: description of procedure or conditions which led to the Error occurrence, Error error reports and entry data at the SupplierContractor's request, Customer's contact persons for negotiations with the SupplierContractor. responding to telephone, telephone or email or any other types of Error Reports made to the Support Centre by the SupplierContractor's responsible employees who have the corresponding qualification (certificate) and experience related to the System, in keeping the Response Times according to this AgreementContract. performing localization and identification of Errors and their causes. providing information on the status, procedure and the method of removing Errors, in keeping the Ongoing Information Period. performing updates of the Documentation Documents in the form of sending change reports so that the Customer had continuously at disposal up-to-date Documentation Documents to the System which the Customer uses at the relevant moment. General Parameters. In providing Services the Supplier Contractor will comply with the following time limits: Category A Error category Response Time/Start of Error Removal Time for Error Removal Information frequency (Frequency of ongoing information) Type of End UserWorkplace Term for EUW Error removal during Service time hours Term for EUW Error removal outside Service time hours Check-in within 30 minutes 120 minutes Gate 30 minutes 120 minutes Transit 30 minutes 120 minutes Back-office 120 minutes 120 minutes Training room 120 minutes 120 minutes CUSS kiosk 60 minutes 120 minutes Up to 4 hours Every 1 hour until the Error is removed Category B Error Up to 4 hours Up to 24 hours Every 2 hours until the Error is removed Category C Error by the next Business Day Up to 72 hours Every 24 hours until the Error is removed The Response Times and the Time for Error Removal stated in this article start when the Customer's Report is delivered to the SupplierContractor's Support Centre. The same applies for setting the Frequency of Ongoing Information. The Customer determines the Error Category and deliver the Report to the Supplier's Support Centre. The Parties have agreed on the procedure of providing ongoing information so that the Customer's employee contacts within the limits of the agreed Frequency of Ongoing Information the SupplierContractor's Support Centre and the Supplier Contractor will inform him about the current status of the process of the Error removal. Removal of the Software System Errors and the Software System Support. The Supplier Contractor will remove the System Errors within the Time for Error Removal, unless otherwise agreed between the Parties, by means of the Installation of Software Corrections or in other manner so that the Normal Operation was restored. Removal of the reported Errors includes, without limitation, removal errors or defects that occurred in consequence of the Error being removed, or removal of errors in data which occurred in consequence of the Error being removed. Removal Unless otherwise agreed between the Parties, the Contractor will supply or enable obtaining Upgrade or Update of the Hardware Errors and System within 3 days from the Hardware Support. The Parties hereby agree on the following Defect of Hardware rectification methods: Replacement of the defective Hardware with defect-free Hardware, or Repair of the defective Hardware, provide that a similar Defect was not claimed more than three times during HW warranty. Agreement between Parties on a Defect rectification method other than that described in text above. In such case the Parties shall enter into a written agreement on such other Defect rectification methodrelease date.

Error Reports. The Customer is obliged to report an Error to the Support Centre in such time after the detection thereof which may be reasonably required from the CustomerCustomer (hereinafter only as “Report”). Support Centre. The Supplier shall Contractor will provide for during the Service Period: availability of the Support Centre 24/7 for accepting Error Reports and for telephone consultations with the SupplierContractor's employees having the necessary qualification (certification) and experience in relation to the System. recording the following information to the reported Error: description of procedure or conditions which led to the Error occurrence, Error error reports and entry data at the SupplierContractor's request, Customer's contact persons for negotiations with the SupplierContractor. responding to telephone, telephone or email or any other types of Error Reports made to the Support Centre by the SupplierContractor's responsible employees who have the corresponding qualification (certificate) and experience related to the System, in keeping the Response Times according to this AgreementContract. performing localization and identification of Errors and their causes. providing information on the status, procedure and the method of removing Errors, in keeping the Ongoing Information Period. performing updates of the Documentation Documents in the form of sending change reports so that the Customer had continuously at disposal up-to-date Documentation Documents to the System which the Customer uses at the relevant moment. General Parameters. In providing Services the Supplier Contractor will comply with the following time limits: Category A Error category Response Time/Start of within 4 hours Up to 16 hours Every 4 hour until the Error Removal Time for is removed or on request Category B Error Removal Information frequency (Frequency of ongoing information) Type of End UserWorkplace Term for EUW Up to 8 hours Up to 32 hours Every 12 hours until the Error removal during Service time is removed or on request Category C Error Up to 12 hours Term for EUW Up to 48 hours Every 24 hours until the Error removal outside Service time hours Check-in 30 minutes 120 minutes Gate 30 minutes 120 minutes Transit 30 minutes 120 minutes Back-office 120 minutes 120 minutes Training room 120 minutes 120 minutes CUSS kiosk 60 minutes 120 minutes is removed or on request The Response Times and the Time for Error Removal stated in this article start when the Customer's Report is delivered to the SupplierContractor's Support Centre. The same applies for setting the Frequency of Ongoing Information. The Customer determines the Error Category and deliver determine Customer when the Report report is delivered to the SupplierContractor's Support Centre. The Parties have agreed on the procedure of providing ongoing information so that the Customer's employee contacts within the limits of the agreed Frequency of Ongoing Information the SupplierContractor's Support Centre and the Supplier Contractor will inform him about the current status of the process of the Error removal. Removal of the Software System Errors and the Software System Support. The Supplier Contractor will remove the System Errors within the Time for Error Removal, unless otherwise agreed between the Parties, by means of the Installation of Software Corrections or in other manner so that the Normal Operation was restored. Removal of the reported Errors includes, without limitation, removal errors or defects that occurred in consequence of the Error being removed, or removal of errors in data which occurred in consequence of the Error being removed. Removal Unless otherwise agreed between the Parties, the Contractor will supply or enable obtaining Upgrade or Update of the System within 3 days from the release date. In case of delivery of Hardware as a Ordered Work, Contractor is obliged to provide following warranty for Hardware The Contractor hereby grants the Customer a warranty for the quality of the Hardware Errors and in the duration of 5 (five) years (“HW warranty”). HW warranty shall commence running from the day following the signing of Handover Protocol. The Customer shall be obliged to notify any Defect of Hardware Supportoccurred during the HW warranty to the Support Center, such notification to be made within such period of time upon discovery of the Defect, as can be reasonable required from the Customer. The Contractor undertakes to rectifiy a Notified Defect of Hardware as follows: In case of Category A Defect, within 5 (five) hours from receipt of the Customer’s Report containing the Defect Notice, unles the Parties agree otherwise in writing. In case of Category B Defect, within 24 (twenty fours) hours from receipt of the Customer’s Report containing the Defect Notice, unles the Parties agree otherwise in writing. In case of Category C Defect, within 2 (two) Business Days from receipt of the Customer’s Report containing the Defect Notice, unles the Parties agree otherwise in writing. The Parties hereby agree agrees on the following Defect of Hardware rectification methods: Replacement of the defective Hardware with defect-defect- free Hardware, or Repair of the defective Hardware, provide that a similar Defect was not claimed more than then three times during HW warranty. Agreement between Parties on a Defect rectification method other than that described describet in text above. In such case the Parties shall enter into a written agreement on such other Defect rectification method.