1 Notification to Helpdesk

1.1 Any of the Authority's Representative, a User or a member of Staff (including, for the avoidance of doubt, the Contractor's Representative, the Contract Manager and the Duty Manager) shall report all Events to the Help Desk. The Notification Time is deemed to have occurred when:

(a) a member of Staff has identified an Event; or

(b) the Duty Manager reports the same following his inspection; or

1.2 The Contractor shall ensure that members of Staff notify the Help Desk as soon as they can after they notice an Event or receive notification of an Event provided that where the Event has a High Priority Level the Event shall be notified immediately. For the avoidance of doubt, where an Event is reported or notified outside of the Opening Hours of the Helpdesk, the Notification Time shall be deemed to have occurred at the beginning of the [first Operational Period on the following Contract Day] [the next Operational Period].

1.3 The Duty Manager or his/her representative shall conduct inspections (and keep a log of its inspection) of:

(a) all Zones of the Facility in each Operational Period (to include before opening the Facility and between the hours of 1pm and 5pm); and

(b) all Performance Standards which would not be derived from an inspection of the Zones at appropriate times given the nature of the Performance Standard.

The Duty Manager shall report any Events to the Help Desk following completion of the inspections or where the Event has a High Priority Level, such Event should be notified immediately.

1.4 In logging any Event at the Help Desk the Contractor shall keep details of:

(a) the name and other relevant details of the person reporting the Event (to the extent these are willingly provided upon request);

(b) the Zone that is the subject of the Event (if any);

(d) a classification of the Event as either a potential Availability Failure or Performance Failure (as appropriate). Where an Event could result in a Performance Failure or an Availability Failure, it shall be categorised as an Availability Failure;

(e) the Priority Level of the Event and the applicable Containment Time (if any) and Rectification Time; and

(f) the Notification Time and, if the report is logged with a member of Staff not at the Help Desk, the date and time when reported to the member of Staff.

1.5 The Contractor shall record the number of Events that have been logged with the Help Desk and/or notified to a member of the Staff during each Contract Month.

1.6 The Contractor shall, as soon as reasonably practicable after the Notification Time appraise the circumstances and log with the Help Desk a notice stating:

(a) whether in the Contractor's opinion there is or is not an Event;

(b) if the Contractor considers that there is no Event, the reasons for this decision detailing all the circumstances;

(c) confirmation or any re-categorisation of the Event as an Availability Failure or a Performance Failure (as appropriate);

(d) confirmation or re-categorisation of the Priority Level and appropriate Containment Time and Rectification Time, if any, attributable to the Event; and

(e) whether the Contractor considers that it cannot reasonably in the circumstances Contain and/or Rectify the Event within the appropriate Containment Time and/or Rectification Time and the reasons for this inability.

The notice under this paragraph 1.6 shall not impact on the length or commencement of the Containment Time and/or the Rectification Time nor the Contractor's obligation to Contain or Rectify the Event.

1.7 The Contractor shall act promptly to respond to any Event as soon as reasonably practicable.

1.8 For the avoidance of doubt, where Failure Event occurs or subsists on a day which is not a Contract Day or in a Zone outside the relevant Opening Hours of that Zone. Deductions shall not be applied during such periods.