Problems reporting and resolution Clause Samples

Problems reporting and resolution. Reporting of problems may be via telephone, fax, e-mail, postal service or any other agreed means. The Contractor shall establish the severity of a reported Hardware and/or Operating System (including other related software e.g. network management system) problem jointly with the Client according to the following definitions- i. catastrophic problem - system is down, user is unable to function or complete work. This includes a non- isolated, consistently reproducible problem resulting in system crash. ii. major problem - this covers problems which must be corrected but do not prevent progress from being made, and/or problems which do not require immediate attention and includes- I. isolated, consistently reproducible problem resulting in a system crash; II. failure of a significant function of the equipment. iii. minor problem - a problem which does not have a major impact on operation or development, or for which an adequate workaround exists, and includes requests for add-ons. iv. non-reproducible error - a reported error which Contractor cannot diagnose or reproduce. The Contractor shall report back to the Client within two hours of him being notified by the Client of a problem. The Contractor shall inform the Client in his report of the severity level assigned to the problem. Based on the severity level of the problem, the Contractor shall provide the Client with either - - a solution, - a workaround, - a report stating that further research is required, or - a report stating that the problem cannot be reproduced, and will not be fixed. The Contractor may re-classify the problem after consultation with the Client as more information becomes available. After the assessment of the severity level of the problem, the COMPUTER SYSTEM (or replacement equipment whose configuration should be at least as per Schedule I) should be up and running within the time frame given below: Catastrophic Within 6 working hours Major Within 12 working hours Minor Within 24 working hours Non- reproducible Within 72 working hours The contractor will have to provide the client with a report stating that the problem cannot be reproduced and will not be fixed. The Contractor shall keep the Client informed of the problem report resolution progress by phone, fax, or e-mail.