First Level Maintenance. During the Warranty Period and for so long as a Customer participates in the R2 Software Maintenance Program, Vital shall provide telephone, email and on-site emergency support during normal business days and normal business hours (as determined locally by the time-zone and customs in the country in which the R2 Lung CAD Product is installed). If the problem reported by a Customer is due to a misunderstanding of the documentation or improperly functioning hardware or Vital Workstation software, Vital shall be solely responsible for resolving the problem in accordance with the terms of R2 Software Maintenance Program. If the problem is not due to a misunderstanding of the documentation or improperly functioning hardware or Vital Workstation software and its cause cannot be determined by Vital despite commercially reasonable efforts to determine the cause, Vital will attempt to duplicate the problem on its own demonstration unit of the R2 Lung CAD Product. If Vital determines that the problem reported by a Customer is due to an error in the R2 Lung CAD Product that Vital is unable, using commercially reasonable efforts, to resolve, Vital may notify R2 of such error in accordance with Section B, below.
First Level Maintenance. “First Level Maintenance” shall mean electronic or telephone or on-site response to deal with any problem or software bug in the Product which is provided by Vital Images, Toshiba or the Dealer Associates, as hereinafter specified, to Toshiba’s or the Dealer Associates’ customers in the Territory who have installed the Products that are under a contractual warranty or software maintenance program with Toshiba or the Dealer Associates. Such response shall attempt (i) to identify the nature and extent of the customer’s problem, (ii) if appropriate, to obtain a copy of magnetic media, hard copy printout or electronic file forwarded over the internet containing the problem or software bug to be forwarded promptly to Vital Images electronically or by facsimile, and (iii) to advise the customer in the application of any recommended solution or workaround to such problem or bug. For outside the US, on-site response may be provided by Vital Images at an additional charge.
First Level Maintenance. First Level Maintenance" shall mean electronic, telephone or in-person response by Reseller to customers in the Territory who have installed Products that are under Vital Images' standard warranty, standard software maintenance or standard hardware maintenance program. Such response shall attempt (i) to identify the nature and extent of the customer's problem, (ii) if appropriate, to obtain a copy of magnetic media, hard copy printout or electronic file forwarded over the Internet containing the problem or software bug to be forwarded promptly to Vital Images electronically or by facsimile, and (iii) to advise the customer in the application of any recommended solution or workaround to such problem or bug. Reseller will provide First Level Maintenance only during the period of the initial standard warranty or the period that the customer has an effective standard service maintenance agreement with Reseller. Furthermore, Vital Images agrees to provide Reseller with the pricing on its service contracts as set forth in Exhibit E.
First Level Maintenance. “First Level Maintenance” shall mean electronic or telephone or in-person response to deal with any problem or software bug in the Product which is provided by Vital Images, Toshiba or the Dealer Associates, as hereinafter specified, to Toshiba’s or the Dealer Associates’ customers in the Territory who have installed the Products that are under a contractual warranty or software maintenance program with Toshiba or the Dealer Associates. Such response shall attempt (i) to identify the nature and extent of the customer’s problem, (ii) if appropriate, to obtain a copy of magnetic media, hard copy printout or electronic file forwarded over the internet containing the problem or * Confidential Treatment has been requested, the portion indicated has been redacted and the redacted portion has been separately filed with the Securities and Exchange Commission.
First Level Maintenance. First Level Maintenance shall be provided as further described below. First Level Maintenance is strictly limited to telecommunications equipment (excluded are servers, etc.) First Level Maintenance is comprised of the following actions, including: - Act as Purchaser's remote hands, follow grantor-approved troubleshooting and trouble-clearing process and techniques. - Perform on site fault localization on fibers and cabling. - Replace defective circuit packs or clean fibers. - Make visual checks and controls on external devices such as environmental systems when installed in FTLD collocation space. - Power on/off on the router, router reboot. - Perform scheduled maintenance on technical environment (power supply, fuses, breakers, fans, filters cleanup...). - Visual checking of both front and rear panels of the equipment. - Removal of a card from a slot under Purchaser remote technical support. - Replacement of a damaged cabling, connection. - Realization of a physical loop-back on an interface under Purchaser remote technical support. - Return faulty parts taking part of a Repair Maintenance Activation (RMA) procedure to the relevant provider. Purchaser shall: - Support field operations by populating consistent spare sets on the network , - give information regarding its Equipment to facilitate Grantor's intervention. In the event that Purchaser requests additional hours, the following rates shall apply: - During business hours: $200 - During non business hours: $400 For any supplementary intervention (in addition to the 12 included in the Collocation Services identified above), the following prices will be applied: - During business hours: $200 minimum 2 hours - During non working hours: $300 minimum 4 hours
First Level Maintenance. “First Level Maintenance” shall mean electronic, telephone or in-person response to deal with any problem or software bug in the Product which is provided by Vital Images, Toshiba or the Dealer Associates, as hereinafter specified, to customers in the Territory who have installed the Products that are under Vital Images’ standard warranty or standard software maintenance program. Such response shall attempt (i) to identify the nature and extent of the customer’s problem, (ii) if appropriate, to obtain a copy of magnetic media, hard copy printout or electronic file forwarded over the internet containing the problem or software bug to be forwarded promptly to Vital Images electronically or by facsimile, and (iii) to advise the customer in the application of any recommended solution or workaround to such problem or bug.
