Common use of Helpdesk Services Clause in Contracts

Helpdesk Services. (i) Provision of services UniPhi must provide the Helpdesk Services to The Company according to this section 4. In this section "Helpdesk Services" means a telephone, facsimile, e-mail and website support service available to The Company to: a) answer questions and give technical assistance about the installation, use and support of the Software; and b) log reports of Errors and advise on progress of their correction. (ii) Availability Helpdesk Services must be available to The Company requirements, 9am - 5pm AEDT Business Days. (iii) Response Times Immediate Malfunction of the Software (or a material part of it) causing serious Investigate within 2 Rectify error within 5 working days disruption to normal operational capability working days High Obvious and serious flaw in the Software (or a material part of it ) eg Investigate within 3 Rectify error within 10 working days significantly impairs the use by 50% of end users. working days Normal All Errors not covered by "Immediate" or "High" above. Investigate within 5 working days Rectify error within 20 working days or for next software release as determined by The Company Project Software Enhancement request that can be planned into a normal release cycle. These requests are agreed using the Enhancement Work Order process. Investigate within 5 working days By negotiation For reports, the time taken to respond is measured from the time that UniPhi's Helpdesk personnel receive the report to the time that one of UniPhi's technical support staff responds (ie calls back, faxes back, sends a reply email). For questions, the time taken to respond is measured from the time that UniPhi's Helpdesk personnel receive the question to the time that it is satisfactorily answered.

Helpdesk Services. (i) Provision of services UniPhi must provide the Helpdesk Services to The Company according to this section 4. In this section "Helpdesk Services" means a telephone, facsimile, e-mail and website support service available to The Company to: a) answer questions and give technical assistance about the installation, use and support of the Software; and b) log reports of Errors and advise on progress of their correction. (ii) Availability Helpdesk Services must be available to The Company requirements, 9am - 5pm AEDT GMT or BST Business Days. (iii) Response Times Immediate Malfunction of the Software (or a material part of it) causing serious Investigate within 2 Rectify error within 5 working days disruption to normal operational capability Investigate within 2 working days Rectify error within 5 working days High Obvious and serious flaw in the Software (or a material part of it ) eg Investigate within 3 Rectify error within 10 working days significantly impairs the use by 50% of end users. Investigate within 3 working days Rectify error within 10 working days Normal All Errors not covered by "Immediate" or "High" above. Investigate within 5 working days Rectify error within 20 working days or for next software release as determined by The Company Project Software Enhancement request that can be planned into a Investigate within By negotiation normal release cycle. These requests are agreed using 5 working days the Enhancement Work Order process. Investigate within 5 working days By negotiation For reports, the time taken to respond is measured from the time that UniPhi's Helpdesk personnel receive the report to the time that one of UniPhi's technical support staff responds (ie calls back, faxes back, sends a reply email). For questions, the time taken to respond is measured from the time that UniPhi's Helpdesk personnel receive the question to the time that it is satisfactorily answered.