Annual Support Services Sample Clauses
The Annual Support Services clause defines the terms under which ongoing technical support and maintenance are provided to the customer for a specified period, typically one year. This clause outlines the scope of services included, such as help desk access, software updates, and troubleshooting assistance, and may specify response times or service levels. Its core function is to ensure that the customer receives consistent and reliable support for the product or service, thereby minimizing downtime and addressing issues efficiently throughout the support term.
Annual Support Services. For each completed Activity, Contractor has independently peer-reviewed Activity, performed any applicable verification or testing, corrected any defects identified, and, when appropriate, co-reviewed completed Activity with the appropriate EFSS Activity owner.
Annual Support Services. Fixed price Deliverables, billable in 12 equal monthly payments following completion and acceptance of applicable monthly Activities.
Annual Support Services. (Quantity: 12 per year) On a per-month basis, Contractor shall complete the Activities included in the month’s Activity calendar in the Services Delivery Framework. Contractor shall submit Evidence of Work demonstrating completion of each Activity according to the applicable Activity Definition, together with a calendar showing dates required Activities were completed.
Annual Support Services. If Licensee subscribes for TRM’s Annual Support Services (“Annual Support Services”), it will be entitled to receive the maintenance and support services set forth on Exhibit
Annual Support Services. 2.1 FSS shall supply remote technical and application assistance to Licensee for the Software, provided the Licensee has paid the specified Annual Support Fee and any other applicable fees for the current period, as specified in Addendum C. Total hours of phone support not to exceed 80 hours per annum.
2.2 Support Service hours shall be 8:30AM – 5:30PM. All times are Eastern Standard Time (GMT-5). Support services may be accessed through toll-free phone, email or website.
2.3 Support and software updates shall be provided for the current and immediate previous major releases.
2.4 Florida reporting functionality will be updated within sixty (60) days of Florida Department of Education’s announcement of new rules. This Addendum describes the Implementation Support and Training that FSS will provide to LICENSEE. This Addendum is considered part of the Agreement to which it is attached and as such, is subject to all of the provisions of such Agreement. FSS will provide to LICENSEE Implementation Support and Training as follows: Dates of services delivery will be set in consultation with LICENSEE. FSS will set up Focus/SIS with sample data of forty thousand (37,000) or more students. FSS’ development staff and engineers will add basic customizations to Focus/SIS for LICENSEE, including logos and any relevant links to the Focus/SIS menu and portal. The base functionality, including attendance, grading, discipline, reporting (ad hoc, saved and mandated), communication, and scheduling will be installed. The data and gap analysis will take approximately two (2) days. The Focus project manager will visit Green Cove Springs to work with district staff to perform requirements capture, as well as gap analysis between the existing SIS ad hoc applications and Focus/SIS. The project team will develop an implementation plan in collaboration with LICENSEE staff. Concurrently, FSS technical staff will perform the technical infrastructure review and analyze the hardware requirements of the district. Data migration will take one to two months, depending on the quality of data to be transferred. Focus/SIS has built-in data migration tools that Clay County Schools engineers can use to map data from TERMS to Focus/SIS. Training will be provided by FSS on how to use the data import tools. Focus/SIS will be integrated with Blackboard Version 9.1 via an API provided by the Blackboard Developer Network program. FSS will test the integration between Focus/SIS and Blackboard. FSS engin...
Annual Support Services. Improv agrees to provide to THLC, the Annual Support Services as defined and described on Exhibit A attached hereto, in consideration of the Annual Support Fee.
Annual Support Services. SOFTRAX Annual Support Services shall commence as of the effective date of this Agreement. Annual Support Services can be renewed for successive one (1) year terms by payment of the then current annual renewal fee. SOFTRAX shall provide notice to Customer when the renewal fee is due. SOFTRAX shall not increase the renewal fee for Support Services by more than 10% during any twelve (12) month period. SOFTRAX Support Services do not include on site services, those services addressed in paragraphs 2 and 3 below, or Product that is not at the latest revision level as of the start date of the then current term, that has been modified without the authorization of SOFTRAX or that has been damaged by negligence, misuse, use with inappropriate software or equipment or by other external causes. For so long as Customer has purchased Support Services and current in its payments to SOFTRAX under this Agreement, Customer shall be entitled to receive unlimited telephone support, Monday through Friday (SOFTRAX holidays excluded), between the hours of 8:30 AM and 8:00 PM Eastern Time Zone, through Customer's designated system representatives. For this purpose, Customer shall designate two of its employees as designated system representatives, each of whom shall have received training on the Products by SOFTRAX and shall be relatively proficient in the operation of the Products. Such Customer representatives shall promptly report to SOFTRAX support any problems with the Product performance which prevent the Products from operating substantially in accordance with their user documentation together with such information as may be required by SOFTRAX to replicate such problems. SOFTRAX shall address any such replicable problems with an effort commensurate with their severity and shall deliver to Customer a remedial release or workaround as it becomes available. In addition, for so long as Customer has purchased Support Services and current in its payments to SOFTRAX under this Agreement, Customer shall receive, at no additional cost, Product Upgrades and Product Updates to the Products which are made generally available at no cost by SOFTRAX to customers who have purchased Support Services; provided, however, that to the extent any Product Upgrades include materially new technology for which SOFTRAX is required to pay additional license fees to the supplier(s) of such technology, then such Product Upgrades shall be provided to Customers who have purchased Annual Support Servic...