Definitions

“Application” means the software application specified in the Service Document.

“Business hours” refer to TIC Systems’ corporate head office business hours in London, UK.   This is between 8:00 am and 5:00 pm GMT and does not include Saturday, Sunday or statutory holidays in the UK.

“Change request” is defined as any request to make modifications to the functionality of an existing system or any request to add functionality to an existing system. Change request orders are not covered by this document and are managed under separate Statements of  Work .

“Customer” refers to the company, as an organization, that is licensed to use the System.

“Operating Agreement” is the agreement that covers the operation of the System once the system is live.

“Production Server” means the production server(s) on which the Application is hosted.

“Support Request” is defined as a request for TIC Systems support to either:

• Fix a defect in the System whereby the System is not functioning as described in the user manual provided by TIC Systems

• A request for information on how the system functions or is supposed to function

• A request to add additional catalogue data that the Customer does not have the ability to add themselves

“System” means the TIC Systems IMS platform comprising the Application and the Production Server(s), hosted network components and any 3rd party software or hardware used to host the TIC Systems IMS Platform for the Customer.

“User” means a specific individual using the System, whether employed by the Customer or not.