Access to Remote Support Services Sample Clauses

Access to Remote Support Services. Fuzer’s response time depends on how the Client files his request, which he chooses at his sole discretion: ● 'By Mail ': the target response time is next business day; ● 'By Phone': Fuzer guarantees to answer directly or to call back within maximum 30 minutes as from having answered the phone call requesting remote support. Access to Remote Support Service is paid by means of Support Credits. Support Credits have to be purchased by minimum 6h. A Support Credits timer is kept per Client. The value of this timer, together with the total Support Credits consumption, can be consulted online via the Service Portal. Every time support is requested the timer will be deducted by the time that has been spent to deliver the support. The timer will be deducted with twice the time spent for all requests identified as ‘urgent’. If all Support Credits have been consumed, new Support Credits need to be purchased before support can be given. Fuzer will stop providing Support Services if the Support Credits timer falls below zero. Only in the exceptional occasion of Incident or Problem due to a Software Bugs, support may be given without prior charging of Support Credits. Following list contains examples of work considered as chargeable via Support Credits (this list is not limited to these examples): ● hardware failure of Fuzer UCS server or peripheral material. If the material is covered by a Hardware Maintenance Service Contract, the hardware itself is covered by such contract, but the time spent on reconfiguration, installation etc... is deducted from the Support Credits counter; ● all change requests; ● all requests for information; ● all requests concerning analysis, detection and correction of quality problems on LAN and VPN networks; ● all requests concerning analysis of Call Flows; ● all requests concerning configuration help, assistance to find configuration faults; A complaint from the Client about the deducted Support Credits for a specific request needs to be notified to Fuzer not later than 2 weeks after closing the request. Failure to file a complaint within this deadline will be considered as an acceptance of the deducted Support Credits.
Sample 1Sample 2
AutoNDA by SimpleDocs

Related to Access to Remote Support Services

  • Remote Support 3.11.1 Remote Support, covering telephone support at minimum, is mandatory, when and throughout the period the Software is being used at Live State, unless otherwise agreed in writing between HW and the Licensee.

  • Maintenance and Support Services As long as you are not using the Help Desk as a substitute for our training services on the Tyler Software, and you timely pay your maintenance and support fees, we will, consistent with our then-current Support Call Process:

  • Service Support In accordance with an agreed upon Statement of Work and SLA, the Services may include Service Provider’s standard customer support services (the "Support Services") in accordance with the Service Provider’s service support schedule then in effect, available at xxxx://xxxxxxxxxxxxx.xxx/msa (or a successor website address) or as otherwise set out in the applicable Statement of Work or SLA (the "Support Schedule"). Service Provider may amend the Support Schedule from time to time in its sole discretion. Customer may purchase enhanced support services (“Expertise on Demand”) separately at Service Provider’s then current rates, or as otherwise agreed upon in respect of such Expertise on Demand services.

  • Services and Support 1.1 In exchange for your continued compliance with this Agreement, and any modification to this Agreement made by Intuit in accordance with Sections A.11, you shall have access to the Software/Subscription in accordance with the following provisions:

  • Software Support Services 6.1 The Software Support Services shall comprise:

  • Technical Support Services 2.1 The technical support services (the "Services"): Party A agrees to provide to Party B the relevant services requested by Party B, which are specified in Exhibit 1 attached hereto ("Exhibit 1").

  • Customer Service Support During the Term of this Agreement, VNDS will provide reasonable telephone and e-mail customer service support to Registrar, not Registered Name Holder or prospective customers of Registrar, for nontechnical issues solely relating to the System and its operation. VNDS will provide Registrar with a telephone number and e-mail address for such support during implementation of the Supported Protocol, APIs and Software. First-level telephone support will be available on a 7-day/24-hour basis. VNDS will provide a web-based customer service capability in the future and such web-based support will become the primary method of customer service support to Registrar at such time.

  • Access to the Services ID’s for access to Vendor Core Research and Analyst Inquiry may not be shared. Access to the Services is restricted to the number of named individuals (each a “Licensed User”) as identified in the Customer Purchase Order.

  • Support Services HP’s support services will be described in the applicable Supporting Material, which will cover the description of HP’s offering, eligibility requirements, service limitations and Customer responsibilities, as well as the Customer systems supported.

  • Access to Services 1. Subject to DHCS provider enrollment certification requirements, the Contractor shall maintain continuous availability and accessibility of covered services and facilities, service sites, and personnel to provide the covered services through use of DMC certified providers. Such services shall not be limited due to budgetary constraints.

Time is Money Join Law Insider Premium to draft better contracts faster.