Common use of Handling Errors Clause in Contracts

Handling Errors. Confidential Each Error is handled by the Service Provider according to its severity: I. Handling Severity 1 category Errors: • The Service Provider undertakes to investigate the causes of the Errors. • The Service Provider undertakes to correct or arrange for the correction of Errors or develop a Workaround as quickly as possible, when such Errors are attributable to the Service Provider. • Corrections for Severity 1 category Errors are provided to the Customer and deployed when they are available, in the form of a Patch, Update or another appropriate means. • Severity 1 category Errors for which the Service Provider provides a Workaround will be reclassified as Severity 2 or Severity 3 category Errors and handled in accordance with the rules described in art. III below (according to their severity). II. Handling Severity 2 category Errors: • The Service Provider undertakes to investigate the causes of the Errors. • The Service Provider shall endeavour to correct the Errors or have them corrected or develop a Workaround, when they are attributable to the Service Provider, within a period of three days from when it is informed. • Severity 2 category Errors for which the Service Provider provides a Workaround will be reclassified as Severity 3 category Errors and handled in accordance with the rules described in art. III below. III. Handling Severity 3 category Errors • The Service Provider shall endeavour to correct the Errors or have them corrected or develop a Workaround, when they are attributable to the Service Provider, within a period of 30 days from when it is informed. • Corrections for Severity 3 category Errors for which the Service Provider has provided a Workaround, are provided to the Customer in the form of a Patch or Update or another appropriate means, when the correction is available. The Service Provider can use a remote maintenance solution for the purposes of correcting an Error, if the implementation of such a solution has been agreed with the Customer or, if necessary, on site with the Customer. To this end, the Customer authorises the Service Provider to access its computer environment, infrastructures and premises. The Service Provider keeps a list of Errors that have been notified to it, including their current state of progress, on an on-line platform (ticketing system), if it has been agreed with the Customer to set up such a platform, or in the form of spreadsheets that are send to the Customer periodically.