The objective of Emergency Support Services shall be detecting and remedying Critical Incidents and/or providing temporary solutions/workarounds in the System(s) upon Customer reported Critical Incident by virtue of an Emergency Call or Emergency Callout (as described below).
These services shall be attributable to Critical Incidents, which cannot be resolved through reasonable Customer’s efforts and that shall result in the interruption of operation of the System(s). Emergency Support Services aim at restoration of satisfactory operation, which may either, be accomplished through a Workaround solution or a complete solution according to the severity and complexity of the problem.
