Access to Support Services Clause Samples
The 'Access to Support Services' clause defines the rights and procedures for parties to obtain assistance or technical support related to the subject matter of the agreement. Typically, this clause outlines the types of support available, such as help desk access, troubleshooting, or maintenance, and may specify hours of availability, response times, or methods of contact. Its core function is to ensure that users or clients have reliable means to resolve issues and receive help, thereby maintaining service quality and minimizing disruptions.
Access to Support Services. Subject to availability and University policies and procedures, as determined by the ▇▇▇▇, adjunct professors under a current appointment shall have routine access to instructional support services which include office space, clerical assistance, and computer and facsimile services.
Access to Support Services. So long as Quorum has received all applicable fees for Support, Quorum or its authorized representative will respond promptly to your requests for support as applicable to the level of Support you have purchased. If you need assistance not otherwise included in your Subscription or the level of Support you have purchased, Quorum or its authorized representative will consider in good faith providing such assistance. If Quorum or its authorized representative agrees to provide additional assistance, you agree to pay Quorum its then current professional service prices for such assistance.
Access to Support Services. If an employee notifies ▇▇▇▇▇▇▇▇ that they have a drug or alcohol problem, they will be encouraged to complete a rehabilitation programme or undergo counselling.
Access to Support Services. D4.1 WebGain shall provide Licensee a Technical Support Certificate for each Support Services term Licensee is entitled receive such Support Services under this Agreement.
D4.2 A Professional Support and Maintenance Services representative can be contacted via telephone (▇-▇▇▇-▇▇▇-▇▇▇▇ in North America, and ▇▇▇▇-▇▇▇▇-▇▇▇ in EMEA) or via email (▇▇▇▇▇▇▇@▇▇▇▇▇▇▇.▇▇▇ in the Americas and ▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇@▇▇▇▇▇▇▇.▇▇▇ in EMEA). The decision to use telephone or email for contact will be solely at the discretion of the Licensee. When contacting a WebGain Support Services representative, Licensee will be asked to provide the unique identification number found on the face of the Technical Support Certificate ("Certificate Number") to verify its right to receive Support Services.
D4.3 The following table defines how a Licensee's reported Discrepancy will be classified by severity level. The severity level of a reported Discrepancy shall be determined by WebGain's Support Services representative based upon his/her understanding of the impact of the Licensee's reported Discrepancy. As WebGain's Support Service representative investigate a Discrepancy, it may at sole discretion, raise or lower the severity of such Discrepancy and communicate any such change to the Licensee.
1 • Production system is severely impacted or down • Mission critical application is down • Development efforts completely blocked • Application in critical pre-release time frame • Mission critical applications not affected • Production system unstable with periodic interruptions • Development can proceed in limited capacity but negatively impacted • Project deliverables threatened 3 • Production system has errors but is operational • Minor impact on project deliverables
D4.4 For all executed Enterprise Maintenance and Support Services contracts, WebGain will use best commercial efforts to respond to a Discrepancy according to the target response criteria set forth below. WebGain does not guarantee response or resolution times. If WebGain institutes an OEM Maintenance and Support Services program, Licensee will be moved to that program and this Exhibit will be amended accordingly.
Access to Support Services. This assistance is available to Users who have undergone prior training on the use of the Software, whether this has been provided by PG Solutions or by the Licensee, and to the resources of the IT department’s management.