Application Support Services. Yardi shall provide appli- cation support for the Licensed Programs through its account man- agers and technical staff to Client’s application support POC(s). Application support does not include on-site installation, implemen- tation, training, or testing of the Licensed Programs, nor does it in- clude data conversion. Those services, if initially ordered, are spec- ified in Schedule A (Fee Schedule). Yardi’s application support ser- vice team will use commercially reasonable efforts to address and solve Client’s issues but cannot guarantee satisfaction in every case.
Application Support Services. FIS will provide Application Support Services to fulfill Software Service Requests submitted by Client, according to a process (“Software Service Request Process”) to be mutually agreed by the parties prior to the Commencement Date and on an individual basis according to a priority assigned solely by Client. Examples of Software Service Requests consist of the following but are not limited to:
a) general support requests, b) ad‑hoc report requests, maintenance transactions, new or existing transmission changes,
Application Support Services. This is concerned with how the applications run in the technical and business environment. Tasks include: maintenance, performing all the items necessary to support Software, including technology planning, performance levels, availability levels, Software currency, operational support, End User assistance, Problem management, Incident management, security, disaster recovery, minor enhancements, and data and user management.
Application Support Services. 2.1 If at any time OML becomes aware that the Deliverable is not operating correctly, it shall use all reasonable endeavours to supply initial Fault diagnosis and correct any Fault within four hours of being informed of the fault if applicable, (and if the source of the fault is within OML’s control), and in any case priority will be assigned subject to clause 2.9.
2.2 OML shall ensure that any third party products are supplied in accordance with the relevant third party's standard terms to which Client undertakes to adhere, and that the applicable licence costs for such products are clearly shown in addition to the Fees.
2.3 Application Support Services (“Support”) will address maintenance issues requiring project management time (including time for the investigation of any issues) for managing the support process and in each case fully briefing the developer/designer/interface team (depending on the nature of the support issue). Application Support Services also includes time incurred investigating third party issues that may be affecting the Deliverables.
2.4 OML shall enable Client to purchase Support pre- booked in blocks of 4 hours (half a day), 8 hours (one day) and in half day blocks thereafter on a “per calendar month” basis and to “call-off” such Support against ongoing maintenance, design, minor works, support, and marketing or training activities.
2.5 OML will allocate resources required for Support once an agreed Support item has been added to the Support Board and the estimated time for the work required has been agreed with Client. In certain cases Client may be given access to the Support Board to report and track issues that have been flagged. OML shall prioritise all Support items prior to commencing resolution measures. Priority will be determined between OML and Client on the basis of the following criteria:
2.5.1 Nature of the Fault
2.5.2 Number of users impacted
2.5.3 Business capability impact 2.6 There are three “Priority” levels for all Support work: P Definition of priority Time to respond Estimated time to resolve 1 Critical failure; Service inoperable or no transactions Within 15 mins 80% typically resolved within 4 hours 2 Visible issue but not a critical failure 1 hour 80% typically resolved by next general software release within 1 week 3 Non urgent work 1 day 80% typically resolved by next general software release within 1 months
2.8 For those Support issues that are Priority 1, Client shall ensure that it notifies OML with ...
Application Support Services. Campus Kaizen shall provide application support for the Licensed Programs through its account managers and technical staff to Client's application support POC(s). Application support does not include on-site installation, implementation, training, or testing of the Licensed Programs, nor does it include data conversion. Those services, if initially ordered, are specified in Schedule A. Campus Kaizen's application support service team will use commercially reasonable efforts to address and solve Client's issues but cannot guarantee satisfaction in every case.
Application Support Services. Licensor shall provide the following support services:
1. GOVMAX will be available on a supported basis as described in this Section. Licensor shall provide help desk support to Licensee’s Representative, or designee, and up to three (3) system administrators during standard hours (Monday through Friday, 8:00 a.m. to 5:00 p.m., Eastern Standard Time, (excluding Licensor’s observed holidays). The parties understand that any support, services, or products will be requested only by persons authorized by the Licensee’s Representative to do so.
2. GOVMAX will be available outside of business hours on an unsupported basis. Service requests that arise outside of business hours shall be addressed the following business day. Additional support can be made available outside of normal
Application Support Services. Seller will host the following applications: ECIS, Avenir, Gas Facilities Database (GFD), Gas Distribution System Monitoring (SCADA) System, Gas Choice, Gas Connect, Metretek and Suburban Propane, including all utilities on I series servers, until such applications are transitioned to Buyer’s computing environment. Buyer will make every reasonable effort to transition all of these applications to its own computing environment as quickly as reasonably feasible. Application support becomes the responsibility of Buyer on the Closing Date. • Seller will provide data protection per existing standards until transition to Buyer’s computing environment.
Application Support Services. Supplier shall perform “
Application Support Services. The Client will be using the “LTS” version of the Licenced Software Programs with additional customized functionality programs. Any software development enhancements or fixes, applied to the LTS version, will be supplied to the Client for testing and Sign off, and applied to the Client’s operational sites as and when necessary. In consultation and co-operation between the Parties, the Company will perform the updates to the operational sites, to ensure that the Client is kept up to date with the latest release of the Licensed Software Programs. The Client may request software changes to the software through the Company’s change control process. All these requests will be evaluated by the Company and if they can be added to the LTS version, a quotation for the development cost will be submitted by the Company for approval by the Client. All requests for software changes will be directed to the Company in writing as per the Company’s software change control process document. Any software changes must be formally specified and the Client is to provide the Company with these specifications through the Company’s change control process in order for a quote for development to be generated. On the approval of a quotation, the software changes will be made to the LTS version of the Licensed Software Programs in release from the Company at that point in time. No new development can be applied to an older release of the Licensed Software Programs. The Company will complete each software change request on a date to be agreed upon between the Parties on finalization of the quotation and order. In using the Licenced Software Programs, the Client may from time to time identify a software malfunction or uncover an unforeseen problem in the software, and may report the problem to the Company. Problems that result in a correction or a bug fix are to be formally logged with the Company’s Help Desk, who will assist the Client to provide a description of the problem and the appropriate evidence. The Company will assess the reported problem and establish the severity and possible impact of the fault, and decide on the action to be taken. For business-critical “Severity 1 – Severe” problems, the Company may make a fix, or may suggest an operational ‘workaround’, and apply the fix / ‘workaround’ to the Client’s operational sites, while notifying the Client of this action. For non-business critical problems the Company will attend to the fault and notify the Client in which softwa...
Application Support Services. This Section 6 describes how the Charges for Applications Support Services shall be determined.
