Common use of Errors and Corrections Clause in Contracts

Errors and Corrections. During the term of this agreement, the Provider will use reasonable endeavours to correct all reproducible errors reported by the Customer through the Support Line in accordance with the following terms and conditions: 3.3.1 Immediately after reviewing a report of an error from the Customer, the Provider will, acting reasonably, with the co-operation of the Customer, categorise the error as either level 1, level 2 or level 3 and thereafter will commence and diligently seek an appropriate error correction by: 3.3.1.1 for all errors, promptly answering the Customer's questions and diagnosing errors during the Service Hours by telephone; 3.3.1.2 for all errors, promptly troubleshooting and diagnosing errors during the Service Hours by telephone, modem or other remote connection (save that the Customer shall be responsible for providing the specified equipment for the use of such devices and for implementing any temporary procedures requested by the Provider while a permanent solution is sought); and 3.3.1.3 if an appropriate error correction is not found by the first and second line support referred to above and the error cannot reasonably be dealt with remotely, providing on-site service for the Software [or the Background Content] during the Service Hours in accordance with clause 3.5. 3.3.2 The Provider will use all reasonable endeavours to resolve errors within the following time periods: 3.3.2.1 level 1 errors, within 8 business hours; 3.3.2.2 level 2 errors, within 16 business hours; and 3.3.2.3 level 3 errors, within 7 business days. 3.3.3 Notwithstanding the response times indicated above, the Provider will endeavour to reduce his response and resolution time when the Customer has properly indicated that an error correction is urgently needed, and shall continue his efforts to resolve errors beyond the target resolution times if necessary. 3.3.4 In determining which level is appropriate the following criteria shall be applied: 3.3.4.1 level 1-an error that results in the loss of a facility or function material to the proper operation of the Software and critical to the Supported Website's operation; 3.3.4.2 level 2-an error that results in loss or interrupted provision of a facility or function material to the proper operation of the Software including (without limitation) an error that results in cosmetic errors on-screen as part of the Supported Website's live operation, but does not prevent the Customer from carrying out his business using the Supported Website; and 3.3.4.3 level 3-an error that results in a minor loss of facility or functionality.

Errors and Corrections. During the term of this agreement, the Provider will use reasonable endeavours to correct all reproducible errors reported by the Customer through the Support Line in accordance with the following terms and conditions: 3.3.1 Immediately after reviewing a report of an error from the Customer, the Provider will, acting reasonably, with the co-operation of the Customer, categorise the error as either level 1, level 2 or level 3 and thereafter will commence and diligently seek an appropriate error correction by: 3.3.1.1 for all errors, promptly answering the Customer's questions and diagnosing errors during the Service Hours by telephone; 3.3.1.2 for all errors, promptly troubleshooting and diagnosing errors during the Service Hours by telephone, modem or other remote connection (save that the Customer shall be responsible for providing the specified equipment for the use of such devices and for implementing any temporary procedures requested by the Provider while a permanent solution is sought); and 3.3.1.3 if an appropriate error correction is not found by the first and second line support referred to above and the error cannot reasonably be dealt with remotely, providing on-site service for the Software [or the Background Content] during the Service Hours in accordance with clause 3.5. 3.3.2 The Provider will use all reasonable endeavours to resolve errors within the following time periods: 3.3.2.1 level 1 errors, within 8 business hours; 3.3.2.2 level 2 errors, within 16 business hours; and 3.3.2.3 level 3 errors, within 7 business days. 3.3.3 Notwithstanding the response times indicated above, the Provider will endeavour to reduce his response and resolution time when the Customer has properly indicated that an error correction is urgently needed, and shall continue his efforts to resolve errors beyond the target resolution times if necessary. 3.3.4 In determining which level is appropriate the following criteria shall be applied: 3.3.4.1 level 1-an error that results in the loss of a facility or function material to the proper operation of the Software and critical to the Supported Website's operation; 3.3.4.2 level 2-an error that results in loss or interrupted provision of a facility or function material to the proper operation of the Software including (without limitation) an error that results in cosmetic errors on-screen as part of the Supported Website's live operation, but does not prevent the Customer from carrying out his business using the Supported Website; and 3.3.4.3 level 3-an error that results in a minor loss of facility or functionality.