Systems Use and Downtime Clause Samples
The "Systems Use and Downtime" clause defines the rules and expectations regarding how parties may access and use a particular system, as well as how planned or unplanned interruptions to system availability are handled. Typically, this clause outlines acceptable use policies, scheduled maintenance windows, and procedures for notifying users about downtime or disruptions. By clearly establishing these parameters, the clause helps manage user expectations, minimizes disputes over system availability, and ensures both parties understand their responsibilities during periods when the system is inaccessible.
Systems Use and Downtime. Information given to callers or collected by agents will be directly taken from and/or input into T-Mobile's systems. In the event that T-Mobile's systems go down, StarTek shall capture call information in Remedy, or on the downtime forms provided by T-Mobile. StarTek will be instructed on procedures in each scenario as applicable by T-Mobile. If paper forms are utilized, StarTek agrees that it shall then input information from these downtime forms once the system is restored. Turnaround commitment to enter downtime forms into T-Mobile's systems will be [**] from the time when T-Mobile's systems are restored. If call volume does not allow for [**] turnaround due to call volume meeting at least [**] of the forecasted volume, another [**] input period shall be granted. Downtime forms will be destroyed (shredded or burned) or sent to T-Mobile, as directed by T-Mobile, every [**]. StarTek will assign a special ACD tracking code to designate when specified representatives are entering downtime form information into T-Mobile systems. StarTek shall provide a downtime productivity report to T-Mobile displaying time in code, number of downtime forms processed and occupancy rate. T-Mobile agrees to pay StarTek [**] (contingent upon meeting [**] per agent to be agreed upon by both parties) for entering downtime information as stated in the Pricing Schedule set forth in Section 24 of this Statement of Work.
Systems Use and Downtime. Information given to T-Mobile customers or collected by Agents shall be directly taken from and/or input into applicable T-Mobile Resources. Provider shall also record all Calls and shall keep such recorded Calls for no fewer than [*] days. Provider shall allow T-Mobile to access and copy such recorded Calls upon reasonable notice to Provider. In the event that Provider is unable to perform the Services due to a failure of Facilities or T-Mobile Resources (“Downtime”), Provider shall immediately notify T-Mobile and, as instructed by T-Mobile, capture Call information in Remedy or on Downtime forms provided by T-Mobile. In the absence of applicable instructions from T-Mobile during Downtime, Provider shall require Agents to attempt to use Remedy and, if such is not possible, to capture Call information on Downtime forms. If Agents use Downtime forms, Provider shall input information from these Downtime forms into applicable T-Mobile Resources within [*] hours of cessation of Downtime; provided, that if Volume does not reasonably allow for this timeframe to be met, then Provider will have an additional [*] hours to enter all such information into applicable T-Mobile Resources. Provider shall destroy (by shredding or burning) all Downtime forms containing Personal Information or, at T-Mobile’s option, provided to T-Mobile, immediately after the information from a given Downtime form is entered into applicable T-Mobile Resources. Provider shall assign a special ACD tracking code to indicate when specified Agents enter Downtime form information into applicable T-Mobile Resources. Provider shall provide Downtime productivity reports to T-Mobile displaying time in code and number of Downtime forms processed. T-Mobile agrees to pay Provider the Specified Labor Rate (contingent upon Provider meeting the agreed-upon hourly rate of entry of Downtime forms) as provided in Schedule 1 hereto (the “Pricing Schedule”) for processing Downtime forms, so long as such Downtime has, as its sole cause, the failure of T-Mobile Resources and could not have reasonably been avoided by Provider).
Systems Use and Downtime. Information given to callers or collected by CCEs will be directly taken from and/or input into VSTR's systems. In the event that VSTR's systems go down, StarTek shall capture call information on the downtime forms provided by VSTR. StarTek agrees that it shall then input information from these downtime forms once the system is restored. The quality metrics (error rate) shall apply to the completion of all forms. Periods of time during the day in which occupancy is lowest will be utilized to perform this function. Turnaround commitment to enter downtime forms into VSTR's systems will be * hours from the time when VSTR's systems are restored. If call volume does not allow for * turnaround due to call volume meeting at least * of the forecasted volume, another * input period shall be granted. Downtime forms will be destroyed or sent to VSTR, as directed by VSTR, every *. StarTek will assign a special Aspect ACD tracking code to designate when specified representatives are entering downtime form information into System. VSTR agrees to pay StarTek * for entering downtime information as stated in the Pricing Schedule set forth in Section V- of this Statement of Work.
Systems Use and Downtime. Should AWS' systems become unavailable to Startek, Startek will follow the notification instructions contained in AWS' Downtime Policy. AWS will, within two (2) hours of the outage, direct Startek to perform the services under section I and/or II of AWS' Downtime Policy.
I. Information given to callers or collected by CCEs will be taken from and/or input into AWS' systems. In the event that AWS' systems go down, Startek will capture call information on AWS' downtime forms. Startek agrees that it shall then input information from these downtime forms into AWS' system as soon as reasonably possible. Periods of time during the day in which occupancy is lowest will be utilized to perform this function. This information will be input into the system as soon as possible and at a target of [****], but not to exceed [****] hours after restoration of the impacted systems. If system downtime exceeds [****] outage per day of more than [****], Startek will provide AWS with timeline expectations, as mutually agreed upon in writing by Startek and AWS, for inputting the information for each day of the month that this condition exists. Downtime forms will be destroyed or sent to AWS, as directed by AWS. Any downtime forms not requested to be sent to AWS within twenty-four (24) hours will be destroyed by Startek.
II. When a downtime situation impacts [****] or more of the terminals on the floor, Startek shall notify AWS within [****]. Startek shall train supervisors on AWS' AXYS section of "Super user" training to enable supervisors to quickly clear minor problems, perform initial troubleshooting before escalating the problem, and to maintain productivity of the CCEs. All costs incurred for this training shall be borne [****].
III. AWS' system will be completely down during certain after-hour times and other scheduled times throughout the year for maintenance. When practical, AWS will advise Startek of the scheduled maintenance, at least twenty-four (24) hours prior to the times and dates that the systems will not be available due to maintenance. Startek will follow procedures stated herein in Section F.I.
Systems Use and Downtime. Information given to callers or collected by CCEs will be directly taken from and/or input into VSTR's systems. In the event that VSTR's systems go down, StarTek shall capture call information on the downtime forms provided by VSTR. StarTek agrees that it shall then input information from these downtime forms once the system is restored. The quality metrics (error rate) shall apply to the completion of all forms. Periods of time during the day in which occupancy is lowest will be utilized to perform this function. Turnaround commitment to enter downtime forms into VSTR's systems will be * from the time when VSTR's systems are restored. Downtime forms will be destroyed or sent to VSTR, as directed by VSTR, every *. StarTek will assign a special Aspect ACD tracking code to designate when specified representatives are entering downtime form information into System. VSTR agrees to pay StarTek the agreed upon * rate for entering downtime information as stated in the Pricing Schedule set forth in Section V of this Statement of Work.