Extended After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Service Request Fulfillment Target • Availability of new internal and external data sources • Review/recommendation of analytics solution strategies • Enhancement and support of existing reporting and analytics delivery to meet customer needs, regulatory changes, and tool improvement • Customers who submit request during normal business hours will receive an initial response within 1 business day. • Requests will be reviewed by the team and the customer will receive additional follow-up contact after the initial response to determine appropriate request fulfillment steps. Service Availability • Reporting and Analytics environment is available Monday through Friday, 8 a.m.-5 p.m., with >= 95% day-of data availability quarterly. Service Reliability, Performance & Continuity Business customer obligation: The customer should develop and maintain a business continuity plan specific to their area of activity with respect to Reporting and Analytics service outages, so that in case of an unexpected or prolonged service outage, they might still be able to conduct their business appropriately. Change Management and Service Reviews WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for Reporting and Analytics • Server patching occurs the 2nd Tuesday of each month from 5 – 10 pm and results in COGNOS and TM1 servers being unavailable for up to 30 minutes. Roles and Responsibilities The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities • Provide qualified support personnel to support WashU IT services and systems. • Document specific features and warranties of each service provided by WashU IT • Produce metrics that demonstrate the health of each service. • Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customer’s Responsibilities • Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner. • Make support and service requests as outlined in this document. • Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics WashU IT will provide the customer with a quarterly report that documents key support and service metrics. Customers may request additional metrics and reporting schedules by contacting their CRM representative. The BIDW website will maintain a metric showing the prior quarter’s percentage of on-time data delivery. Review and Revision Timeline
Automatic Renewal Each Schedule will renew automatically at the end of the then-current Schedule Term for a Schedule Renewal Term unless terminated in accordance with this Agreement by either You or Company.
Extended Term Tenant shall have the option to extend the Term for two (2) consecutive five (5) year periods (the "FIRST EXTENDED TERM" and "SECOND EXTENDED TERM", respectively) on all the terms and conditions contained in this Lease including, without limitation, continuation of the adjustment of the Base Rent on an annual basis as provided in Section 3.3 below (provided only that upon commencement of the First Extended Term the only remaining option to extend the Term shall be the Second Extended Term and upon exercise of the option with respect to the Second Extended Term, no further right to extend the Term shall exist). Tenant shall deliver, if at all, written notice of its exercise of the option ("OPTION NOTICE") to Landlord at least six (6) months but not more than one (1) year before the expiration of the Term or First Extended Term, as the case may be. In the event Tenant fails to deliver the applicable Option Notice within the time allowed, Landlord shall deliver written notice to Tenant of Tenant's failure to deliver the Option Notice, and Tenant shall then have thirty (30) days from receipt of such notice within which to deliver the Option Notice, if at all, to Landlord. In the event (and only in the event) that, Tenant fails to deliver an Option Notice to Landlord within such thirty (30) days, Tenant shall be considered to have elected not to extend the Term of this Lease and thereafter, Tenant shall have no further right to extend the Term of this Lease. References in this Lease to the "Term" shall include the initial Term of fifteen (15) years and shall, in addition, include the First Extended Term and the Second Extended Term, if applicable.
Voluntary Extension Purchase Orders issued against a State Centralized Contract by any Authorized User not provided for in the Bid Specifications shall be honored by the Contractor at its discretion and only with the approval of the OGS Commissioner and any other approvals required by law. Contractors are encouraged to voluntarily extend service Contracts to those additional entities authorized to utilize commodity Contracts under Section 163 (3) (iv) of the State Finance Law.
Term/Effective Date This Agreement is effective upon the Effective Date and will expire on the 30th day of June, 2023, unless earlier terminated in accordance with this Agreement.
TAM Extension Service The TAM Extension Service is an extension of a Red Hat Enterprise Linux TAM Service to provide additional technical knowledge such as SAP implementations on Red Hat Enterprise Linux. The TAM Extension Service requires a separate active and paid standard TAM Service Subscription.
Contract Expiration / Automatic Renewal At the end of its term, this Agreement will expire, or at Energy Harbor’s option, automatically renew for a term less than or equal to its initial term unless you affirmatively cancel the Agreement. If this is a renewal Agreement and you do not affirmatively cancel as outlined in your notice of renewal, then your Retail Electric Service from Energy Harbor will automatically renew as outlined in your notice of renewal. You will receive written notification(s) from Energy Harbor in the forty-five (45) to ninety (90) days that precede either the expiration date of this Agreement or the effective date of any changes Energy Harbor proposes to its terms of service. In these advance notifications, Energy Harbor will explain your options, which may include renewing the Agreement, the specified rate, proposed changes if any, and what actions you must take to cancel the Agreement. You are responsible for arranging your electric supply upon the expiration of the Agreement. Dispute Procedures: Contact Energy Harbor with any questions concerning the terms of service by phone at 0-000-000-0000 (toll-free) from 8 a.m. to 5 p.m. EST weekdays, or in writing at Energy Harbor, Attn: Contract Administration, 000 Xxxx Xxxxxx Xxxxxx, Xxxxx, XX 00000. Our web address is xxx.xxxxxxxxxxxx.xxx. If your complaint is not resolved after you have called your electric supplier and/or your electric utility, or for general utility information, residential and business customers may contact the Public Utilities Commission of Ohio (PUCO) for assistance at 0-000-000-0000 (toll free) from 8 a.m. to 5 p.m. weekdays, or at xxxx://xxx.xxxx.xxxx.xxx. Hearing or speech impaired customers may contact the PUCO via 7-1-1 (Ohio relay service). The Ohio Consumers’ Counsel (OCC) represents residential utility customers in matters before the PUCO. The OCC can be contacted at 1-877- 742-5622 (toll free) from 8 a.m. to 5 p.m. weekdays, or at xxxx://xxx.xxxxxxx.xxx.
Interim Extension Amendment a. Prior to or on the expiration date of this Contract, the Parties agree that this Contract can be extended as provided under this Section.
Automatic Payments You can agree with a seller who accepts PayPal to use PayPal as the payment method for future purchases with that seller. This agreement is between you and the seller and allows you to pay the seller on a one-time, regular or sporadic basis. Depending on the seller you wish to pay, you might also be able to directly instruct PayPal to make future payments to the seller on your behalf on a one-time, regular or sporadic basis. Examples of automatic payments that can be arranged by you either with a seller or with PayPal include those that PayPal calls a “billing agreement,” "subscription," "recurring payment,” “reference transaction,” "preauthorised transfer" or "preapproved payment." You authorise and instruct PayPal to pay the third party (or another person they direct) amounts from your payment method for the amounts you agree to owe and as presented to PayPal by that third party. You may cancel an automatic payment up to 3 business days before the date of the next scheduled payment from your account settings or by contacting us. Once you contact PayPal to cancel an automatic payment, all future automatic payments under your agreement with that seller will be stopped. If you cancel an automatic payment, you may still owe the seller money for the purchase or have additional obligations to the seller for any goods or services that you receive but have not paid for. If you have authorised an automatic payment and PayPal performs currency conversion for an automatic payment transaction, PayPal will use the transaction exchange rate (including PayPal's currency conversion fee) in effect at the time the automatic payment transaction is processed.
Extended Terms The Term of this Agreement may be extended by the Manager if the Resident applies in writing for an “Extension” in accordance with the Managers published policies about Term Extensions. Extensions are subject to availability. Priority will be given to Residents travelling from great distances, who demonstrate a special need, or who are enrolled in orientation or academic programs that begin early or continue beyond the Residence Term. Extensions may also be granted for any ‘Early Move-In’, ‘Late Move-Out’ or ‘Summer Residence’ programs offered by the Manager. Residents granted Extensions are subject to the fees detailed in Table 3. Any Resident found occupying a Room outside of the Term without approval from the Manager are subject to additional fees over and above those detailed in Table 3. TABLE 3: Extended Terms Start (“Move-In Day”) End (“Move-Out Day”) Fees Summer Term 2020 N/A N/A N/A Academic Year 2020-2021 August 30, 31, September 1, 2, 3, 4, 2020 N/A $35.00/day Winter Term 2021 N/A N/A N/A * Customized By Manager
