ADVANCED SUPPORT SERVICES. 4.1. Customer may also request Leaseweb to perform support other than the Standard Support (the “Advanced Support Services”) in relation to Dedicated Equipment, Shared Web Hosting Services, Cloud Services, Multi-CDN Services and Cybersecurity Services. Advanced Support Services may include providing technical expertise, trouble shooting, consultancy services, setup and changes of configuration of Dedicated Nework Equipment (switches, firewalls, loadbalancers), application servers and clusters (including web and database servers and clusters) and Cybersecurity Services, OS updates, performance tuning and DNS services, including logging of changes and reports.
ADVANCED SUPPORT SERVICES. 4.1. Customer may also request Leaseweb ƚŽ ƉĞƌĨŽƌŵ ƐƵƉƉŽƌƚ ŽƚŚĞƌ AdƚvaŚncĂedŶSu ppƚorŚt SĞer vic^esƚ͟ĂͿŶ ĚŝĂŶƌ Ěƌ Ğ^ůƵĂƉƚƉŝŽƌ Dedicated Equipment, Shared Web Hosting Services, Cloud Services, Multi-CDN Services and Cybersecurity Services. Advanced Support Services may include providing technical expertise, trouble shooting, consultancy services, setup and changes of configuration of Dedicated Nework Equipment (switches, firewalls, loadbalancers), application servers and clusters (including web and database servers and clusters) and Cybersecurity Services, OS updates, and Domain Protection Services and performance tuning and DNS services, including logging of changes and reports.
ADVANCED SUPPORT SERVICES. Advanced Support Services are optional services, which include advanced configuration (configuration that requires integration, analysis, build and testing), individual training, and custom development, and which can be requested, scoped and managed under an SOW. Vendor’s Support Team is the point of contact for Vendor for any issues and feature requests or enhancements from custom development and/or configuration.
ADVANCED SUPPORT SERVICES. During the Subscription Term, HiPER shall provide the following experiences and services in connection with the HiPER Subscription:
a. HiPER Remote Support Resource – Monthly interpretation of insights from an HiPER Remote Support Resource.
b. Objectives Definition – Remote Resource Support provided to Team Lead on best practices regarding defining outcomes, goals and metrics.
c. Periodic Team and Team Lead Interactions – Remote periodic individual interactions and up to two (2) one-half (½) day team observations and report out of survey findings.
d. HiPER Learnings – Team Lead to receive periodic HiPER Learnings that HiPER shares either verbally or in writing.
e. HiPER Networking – The Team Lead may educational receive networking opportunities via meeting [Number of HiPER to HiPER Introductions] HiPER to HiPER Introductions.
f. Cast of Characters (i.e. stakeholders) – Up to [Number of Cast of Characters] have opportunity to provide team feedback either online or through Remote Resource Support, will be aggregated for Team Lead.
