REMEDIAL MAINTENANCE a. Upon notification from the Client that the equipment has failed or is malfunctioning, the Contractor shall make such repairs and adjustments to and replace such parts of the equipment as may be necessary to restore the equipment to its proper operating condition to client’s satisfaction.
REMEDIAL MAINTENANCE. 4.1 In the event of a Fatal Error, Supplier shall respond within four (4) hours after notification thereof by Participant. Supplier shall use best efforts to provide at least a Workaround without material interruption of the Software within two (2) days. A permanent solution for a Fatal Error shall be provided by Supplier with an Update of the Software as soon as possible thereafter, but no later than fourteen (14) days after the report by Participant.
REMEDIAL MAINTENANCE. Involves either repair or replacement of Equipment/Systems in the event that an Equipment/System Malfunctions. For additional information, see Section 4 – Installation and Integration and Section 5 – Maintenance.
REMEDIAL MAINTENANCE. Whenever an Authorized User enters into any Maintenance Agreement with Contractor, the Contractor automatically becomes responsible for the performance of Remedial Maintenance. Authorized Users cannot waive the Remedial Maintenance and Remedial Maintenance Response Requirements listed in Section 5.3 – Remedial Maintenance. Whether the Authorized User elects to subscribe to monthly Maintenance, prepaid annual Maintenance, or Time and Materials (T&M), Remedial Maintenance must be performed after the Authorized User notifies the Contractor that the Equipment-System is inoperable or unsuitable for operation. The Contractor will be responsible for ensuring that Service for each request is provided in accordance with the following:
REMEDIAL MAINTENANCE. The Maintenance Service sheets for Remedial Maintenance must include, at a minimum, the following information for each request for Service:
REMEDIAL MAINTENANCE. Remedial Maintenance shall mean all maintenance, other than Excluded Services, reasonably required as a result of, and for the purpose of correcting, a System Failure. For purposes of this Agreement, System Failure shall mean any malfunction in the System that prevents or materially interferes with, the accomplishments of any or all of the System intended functions. Following any identification of any System Failure by BUYER, and BUYER's completion of the diagnostic checklist and procedures recommended by SELLER in the User Documentation Set, BUYER shall provide notification thereof to SELLER. In the event of any software failure, SELLER shall thereafter make a good faith effort to cause the appropriate software support person to respond to the BUYER within 30 minutes of the notification with an update as to cause and/or possible solutions. Software support shall be available 24 hours per day 7 days each week including holidays regardless of the severity of the software failure. Exhibit K
REMEDIAL MAINTENANCE. Remedial Maintenance includes all maintenance required or necessary to repair or replace any defective components that have been determined by the Contractor, or by the Helicopter Pilot, to be malfunctioning, inoperable or unserviceable (“Remedial Maintenance”). Remedial Maintenance will be performed whenever the Contractor detects such need, or is alerted to such a need by the Pilot or DOHMH. All Remedial Maintenance will be performed after a service order has been agreed upon and signed by DOHMH and the Contractor. The Contractor will present a service order to DOHMH detailing the specifications for the Remedial Maintenance and the cost of the materials and parts required to perform such maintenance. The Contractor shall send the proposed service order via fax or email within 24 hours of a request for Remedial Maintenance by the Pilot or DOHMH; or within 24 hours of detecting the need for Remedial Maintenance, as the case may be. Remedial Maintenance services shall be commenced and diligently performed to completion upon Contractor’s receipt of a signed work order from the DOHMH. Remedial Maintenance will be performed by the Contractor at no additional charge, excepting only fair and reasonable compensation for materials and parts as specified herein. It is expected that there will be approximately 50 hours of remedial maintenance per year.
REMEDIAL MAINTENANCE. 3.1 The Supplier will provide remedial maintenance, including defect rectification in accordance with this clause, to ensure that the Maintained Supplies are fully functional and perform in accordance with the relevant Specifications
REMEDIAL MAINTENANCE. 14.1 The Contractor shall respond within one (1) hour to non-critical malfunctions with the elevators or escalators, which impact the public or render the system incapable of performing at an acceptable level.
REMEDIAL MAINTENANCE. Remedial maintenance (“Remedial Maintenance”) shall mean all maintenance, other than Excluded Services, reasonably required as a result of, and for the purpose of correcting, a System Failure. For purposes of this Agreement, “System Failure” shall mean any malfunction in the Supported Items that prevents or materially interferes with, any or all aspects of the System’s intended functions. IWS will provide Remedial Maintenance through its Customer Support Department based on three technical levels of support. IWS will make available to AGENCY a Help Desk (Tier I support), which will be continuously accessible by telephone, e-mail or the worldwide web 24 hours per day, 7 days per week (including holidays). If so required to solve Remedial Maintenance issues, IWS, in its sole discretion, may also utilize specialized engineers and technicians (Tier II support) who are adept at solving more complex problems, as well as selected members of IWS’s Research and Development Department (Tier III support). Following the identification of a System Failure by AGENCY, and AGENCY’s completion of any diagnostic procedures recommended by IWS, AGENCY shall provide notification thereof to IWS. AGENCY agrees to actively cooperate with IWS in all further diagnostic testing, as determined and requested by XXX. In the event of any software failure, IWS shall make a good faith effort to have an appropriate software support person respond to the AGENCY within the time frames described in the IWS Response Schedule (attached hereto as Exhibit B). Such response will be to provide notification with an update on possible causes and/or solutions. In the event of the failure of any Critical Hardware Items (as defined below), IWS shall make a good faith effort to cause an authorized representative of IWS to arrive at the location where the System is installed no later than the time frames described in the IWS Response Schedule (Exhibit B).
