Common use of Resolution Process Clause in Contracts

Resolution Process. On receipt of a P1 or P2 error report, ▇▇▇▇▇ will assign one engineer, who will contact the Client and request access to the system in order to assess the error and will report to the Client what has caused the error and the actions required to allow the error to be resolved and/or worked around. For P1 or P2 incidents, 30 minutes after the system has been made available, if the error has not been identified by the single engineer, the call will be escalated internally and ▇▇▇▇▇’▇ senior support staff will be made available to co-ordinate the situation, this will include regular updates by telephone or email explaining the actions that are being carried out to not only identify the error, but to give an estimate on the solution and time scale involved. SUPPLIER RESPONSIBILITIES

Resolution Process. On receipt of a P1 or P2 error report, ▇▇▇▇▇ Riela will assign one engineer, who will contact the Client and request access to the system in order to assess the error and will report to the Client what has caused the error and the actions required to allow the error to be resolved and/or worked around. For P1 or P2 incidents, 30 minutes after the system has been made available, if the error has not been identified by the single engineer, the call will be escalated internally and ▇▇▇▇▇’▇ Riela’s senior support staff will be made available to co-ordinate the situation, this will include regular updates by telephone or email explaining the actions that are being carried out to not only identify the error, but to give an estimate on the solution and time scale involved. SUPPLIER RESPONSIBILITIES

Resolution Process. On receipt of a P1 or P2 error report, ▇▇▇▇▇ Riela will assign one engineer, who will contact the Client and request access to the system in order to assess the error and will report to the Client what has caused the error and the actions required to allow the error to be resolved and/or worked around. For P1 or P2 incidents, 30 minutes after the system has been made available, if the error has not been identified by the single engineer, the call will be escalated internally and ▇▇▇▇▇’▇ Riela’s senior support staff will be made available to co-ordinate the situation, this will include regular updates by telephone or email explaining the actions that are being carried out to not only identify the error, but to give an estimate on the solution and time scale involved. SUPPLIER RESPONSIBILITIES a) Riela will provide and maintain the Solution used by the ▇▇▇▇▇▇

Resolution Process. On receipt of a P1 or P2 error report, ▇▇▇▇▇ will assign one engineer, who will contact the Client and request access to the system in order to assess the error and will report to the Client what has caused the error and the actions required to allow the error to be resolved and/or worked around. For P1 or P2 incidents, 30 minutes after the system has been made available, if the error has not been identified by the single engineer, the call will be escalated internally and ▇▇▇▇▇’▇ senior support staff will be made available to co-ordinate the situation, this will include regular updates by telephone or email explaining the actions that are being carried out to not only identify the error, but to give an estimate on the solution and time scale involved. SUPPLIER RESPONSIBILITIES a) Riela will provide and maintain the Solution used by the Client

Resolution Process. On receipt of a P1 or P2 error report, ▇▇▇▇▇ will assign one engineer, who will contact the Client and request access to the system in order to assess the error and will report to the Client what has caused the error and the actions required to allow the error to be resolved and/or worked around. For P1 or P2 incidents, 30 minutes after the system has been made available, if the error has not been identified by the single engineer, the call will be escalated internally and ▇▇▇▇▇’▇ senior support staff will be made available to co-ordinate the situation, this will include regular updates by telephone or email explaining the actions that are being carried out to not only identify the error, but to give an estimate on the solution and time scale involved. SUPPLIER RESPONSIBILITIES a) Riela will provide and maintain the Solution used by the ▇▇▇▇▇▇