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. The Customer is obliged to describe the Error and the procedure or condition which led to the Error occurrence in the report and to provide all available information, error reports and data regarding the Error to the Supplier. Customer is obliged to specify a responsible contact person in the report. 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 User Workplace 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 Times for Error Removals of Category A, Category B, Category C and Term for EUW Error removal are doubled during a time of Reduced Operation. The Response Times and the Time for Error Removal stated in this article start when the Customer's Report with information described in article 7.2 hereof 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, as follows: An Error is removed when an Error is not presently affecting the Service once: the Service impact has ceased or been removed or;

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. The Customer is obliged to describe the Error and the procedure or condition which led to the Error occurrence in the report and to provide all available information, error reports and data regarding the Error to the Supplier. Customer is obliged to specify a responsible contact person in the report. 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 User Workplace 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 Times for Error Removals of Category AA System Error, Category BB System Error, Category C System Error and time limits and Term for EUW Error removal are doubled during a time of Reduced Operation. The Response Times and the Time for Error Removal stated in this article start when the Customer's Report with information described in article 7.2 hereof 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, as follows: An Error is removed when an Error is not presently affecting the Service once: the Service impact has ceased or been removed or;