Common use of Incident Support Clause in Contracts

Incident Support. 5.1 Where the Membership benefits include the provision of Leatherhead’s incident support service, the Membership Proposal will set out details of the hours during which the Member is entitled to access this service and the applicable fee rates for doing so. 5.2 To use the incident support service the Member must email both ▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ and ▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ with the email subject clearly marked INCIDENT SUPPORT, and the email flagged as ‘Important / Priority’. The body of the email should contain information about the issue and contact details for the primary point of contact. 5.3 The incident support service operates between 9am – 5pm (UK time zone) Monday to Friday (excluding UK bank holidays and the Christmas/New Year period). 5.4 The target for a response by a member of the incident support team from the point of first contact is two hours (within operational hours), but is contingent upon factors such as the availability of appropriate Leatherhead personnel to respond to the enquiry. 5.5 The response given by the incident support team will not necessarily include a resolution of the issue. 5.6 Use of the incident support service will be charged at a minimum fee rate of £500 per hour (excluding VAT) with a minimum one hour fee and then logged and charged in additional one hour increments (even if such full time period has not been used) as required by the Member. 5.7 On receipt of an incident support request, the status of the Member’s membership will be validated and a PO for £5,000 (excluding VAT) requested from the Member, which the Member must provide within a timescale specified by Leatherhead. An invoice will be raised against this PO for actual hours used. If the PO is likely to be exceeded a further PO will be requested from the Member. 5.8 If a PO cannot be raised within the timescale required by Leatherhead to support the incident, the Member may alternatively use its helpline hours (if available) to pay for the incident support hours received at a multiple of 3 x helpline hours for each 1 x hour of incident support service received. The minimum time charged will be 3 helpline hours. 5.9 Leatherhead shall use reasonable endeavors to make the incident support service available during the opening hours specified above and to meet any specified target response times. However Leatherhead shall not be liable for any non-availability of the support service, any accessibility or technical problems experienced by the Member or any failure to meet any specified target response times. 5.10 Any variations to the above arrangements are at the discretion of Leatherhead and may incur additional fees