Common use of Problem Resolution Process Clause in Contracts

Problem Resolution Process. 3.2.1. After Supplier receives a Request for Technical Assistance, it will acknowledge receipt and then confirm HP's diagnosis of the problem, and when it is mutually deemed necessary, [*] contact may be established. Supplier will take appropriate corrective action on the Request for Technical Assistance to resolve the problem as soon as possible, but in no event later than the response times specified in Appendix II, according to the classification of the problem. 3.2.2. In the event that neither HP nor Supplier is able to isolate and resolve a Critical or Serious situation, HP may request that Supplier assist HP in dialing into the Customer's system directly to assist HP in analyzing and troubleshooting the problem. Supplier will provide any necessary diagnostic tools to troubleshoot the problem on site. HP will provide Supplier access through telnet or web tools. 3.2.3. Supplier will provide an Action Plan within the response times listed in Appendix II, based on HP's classification of the problem. An Action Plan may require Supplier to: (a) reprioritize its other activities in order to meet the commitment to solve a Customer problem; (b) increase resources to address the problem; (c) assist HP with remote dial into a Customer system for direct observation. 3.2.4. Supplier will notify HP upon resolution of the problem or upon the availability of a Fix or Workaround. If a permanent resolution cannot be achieved within the response times specified in Appendix II, Supplier will notify HP of any modification to the original Action Plan and the anticipated availability of a permanent problem resolution. 3.2.5. Supplier will enter in the Supplier's Tracking System, all Status Updates, Action Plans and other communications requested by HP's Technical Support Contact.. Supplier may request additional information from the HP Technical Support Contact in order to meet the response times specified in Appendix II. * CERTAIN INFORMATION ON THIS PAGE HAS BEEN OMITTED AND FILED SEPARATELY WITH THE SEC. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS.

Problem Resolution Process. 3.2.1. After Supplier Licensor receives a Request for Technical AssistanceService Request, it will acknowledge receipt and then confirm HP's diagnosis of the problem, and when it is mutually deemed necessary, [*] contact may be establishedincluding reproducing the problem at Licensor's facility. Supplier Licensor will take appropriate corrective action on the Service Request for Technical Assistance to resolve the problem as soon as possible, but in no event later than the response times specified in Appendix IIAPPENDIX III, according to the classification of the problem. 3.2.2. In the event that neither HP nor Supplier Licensor is able to isolate and resolve a Critical or Serious situation, HP may request require that Supplier assist HP in dialing Licensor dial into the Customer's system directly or send a qualified engineer to the Customer site to assist HP in analyzing and troubleshooting the problem. Supplier Licensor will provide any necessary diagnostic tools to troubleshoot the problem on site. HP will provide Supplier access through telnet or web tools. 3.2.3. Supplier Licensor will provide an Action Plan within the response times listed in Appendix IIAPPENDIX III, based on HP's classification of the problem. An Action Plan may require Supplier Licensor to: (a) reprioritize its other activities in order to meet the commitment to solve a Customer problem; (b) increase resources to address the problem; (c) assist HP with remote dial into a Customer system for direct observation; or (d) deploy engineers on-site. 3.2.4. Supplier Licensor will notify HP upon resolution of the problem or upon the availability of a Fix or Workaround. If a permanent resolution cannot be achieved within the response times specified in Appendix IIAPPENDIX III, Supplier Licensor will notify HP of any modification to the original Action Plan and the anticipated availability of a permanent problem resolution. However, any permanent resolution outside the response times specified in APPENDIX III must be approved by HP. 3.2.5. Supplier Licensor will enter in the Supplier's Tracking System, System all Status Updates, Action Plans and other communications requested by HP's Technical Support Contact.. Supplier . Licensor will provide Status Updates to HP at least every two (2) days or upon request until resolution of the Service Request. Licensor may request additional information from the HP Technical Support Contact in order to meet the response times specified in Appendix II. * CERTAIN INFORMATION ON THIS PAGE HAS BEEN OMITTED AND FILED SEPARATELY WITH THE SEC. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS.APPENDIX A.