Conditions to Delivery of Support. Vocera’s delivery of Support for Customer Hosted Software is subject to and conditioned on the following: 5.1 End User must obtain User Support and Operational Support as provided above. 5.2 End User must appoint a minimum of two individuals, up to the maximum specified in the appropriate column in Tables 2.1 or 2.2 above (as applicable) for End User’s Support Offering, to serve as the Designated Support Contacts between End User and Vocera. A Designated Support Contact should have an understanding of the Product components and features (such is as obtained through attending Vocera training courses), have a working knowledge of wired and wireless networks, and End User’s Operating Environment. Only Designated Support Contacts may escalate technical support requests to Vocera. Vocera reserves the right to reject technical support calls from individuals other than Designated Support Contacts. End User will provide Vocera in writing with the name and contact information of each Designated Support Contact and will notify Vocera promptly of any changes in End User’s list of Designated Support Contacts. E-mail sent to xxxxxxx@xxxxxx.xxx will satisfy the foregoing notification requirements. 5.3 Before escalating a problem to Vocera, End User’s staff must escalate the problem internally to a Designated Support Contact, and End User must otherwise follow the Vocera defined escalation process and provide a description of the problem as requested by Vocera. 5.4 To help Vocera ensure that its Products meet the highest quality standards, End User will notify Vocera of any material failure, malfunction or error that End User detects in the Products, within 15 days of detecting the Product issue, and will provide Vocera with information to assist with determination and analysis of the problem. 5.5 In cases where End User requires Product support assistance from Vocera, End User will arrange for a remote access and connectivity to the System. Such access shall be remote, originating from Vocera’s support center and requiring the use of the Internet. 5.6 End User will assign one of the Designated Support Contacts as a project manager responsible for success of deployment and on-going user satisfaction with Vocera Products. The project manager’s responsibilities must include at a minimum, but not by way of limitation, (i) implementation of internal processes and procedures for use and maintenance of Vocera Products, (ii) regular audits that include evaluation of user behavior and skills with Vocera Products and assessment of user satisfaction with the Vocera Products, (iii) documenting user feedback and providing findings to Vocera on as-requested basis, (iv) assuring user training compliance and on-going knowledge dissemination and training and (v) acting as a liaison between End User and Vocera. 5.7 End User shall ensure that the Products and End User’s Operating Environment follow regular IT maintenance schedules. The maintenance schedules must include at a minimum, but not by way of limitation, installation and testing of applicable Vocera Software versions, server operating system updates and maintenance, anti-virus update and maintenance, regular review and analysis of system logs, and regularly scheduled back-ups. 5.8 For all Customer Hosted Software other than the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, End User must install and test the initial Software, and each subsequent Software Update. All emergency fixes for End User’s specific installation must be installed and tested as soon as practicable, and must be maintained until installation of the next service pack or Software Release. All service packs or build updates must be installed and verified in the End User’s environment within three months of general availability. All other Software Updates must be installed and verified in the End User’s environment within six months of general availability (or such shorter period as Vocera reasonably advises is required, on a case-by-case basis, to avoid impaired operation and reliability of the Software). Vocera will have no obligation to provide Error Resolution for an Error or defect which has been repaired in a more current Software Update. 5.9 For the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, installation of software updates will be scheduled in consultation with the customer and, in some cases (e.g., security patches), may require an expedited process. It is preferred that updates occur during normal business hours, since this is when both hospital, interoperability vendor partners, and Vocera support engineers are most readily available. Vocera understands the primary objective is to minimize the impact to patients, so Vocera will accommodate after-hours upgrades, as necessary. All software updates are delivered remotely to the hospital via secure download protocols. The ability to access these updates requires outbound access to an Internet-based update server on ports 22 and 443. 5.10 For both Customer Hosted Software, as well as Vocera Hosted Services if applicable, End User is responsible for the proper operation and maintenance of End User’s Operating Environment. For Customer Hosted Software, this includes End User’s wireless local area network, including access points, antennas, controllers and controller firmware versions compatible with the Voice Communications Software (“WLAN”). End User’s WLAN must be designed, implemented and installed with capacity and coverage suitable for a voice application. End User acknowledges that Vocera may recommend changes to the Operating Environment to resolve certain issues, e.g., where the End User’s WLAN does not comply with Vocera’s WLAN guidelines in its Infrastructure Planning Guide available upon request. 5.11 For Vocera Hosted Services, End User must provide necessary connectivity for any integration needs between the Vocera Hosted Service and Customer Hosted Software. 5.12 End User personnel should not make any changes to component of the Engage software solution that interoperates with an FDA regulated medical device such as patient monitoring, ventilators, etc. All changes to clinical workflow, whether implemented by End User or Vocera, should be formally approved according to End User’s
Appears in 4 contracts
Samples: Master Purchase Agreement, Master Purchase Agreement, Master Purchase Agreement
Conditions to Delivery of Support. Vocera’s delivery of Support for Customer Hosted Software is subject to and conditioned on the following:
5.1 End User must obtain User Support and Operational Support as provided above.
5.2 End User must appoint a minimum of two individuals, up to the maximum specified in the appropriate column in Tables 2.1 or and 2.2 above (as applicable) for End User’s Support Offering, to serve as the Designated Support Contacts between End User and Vocera. A Designated Support Contact should have an understanding of the Product components and features (such is as obtained through attending Vocera training courses), have a working knowledge of wired and wireless networks, and End User’s Operating Environment. Only Designated Support Contacts may escalate technical support requests to Vocera. Vocera reserves the right to reject technical support calls from individuals other than Designated Support Contacts. End User will provide Vocera in writing with the name and contact information of each Designated Support Contact and will notify Vocera promptly of any changes in End User’s list of Designated Support Contacts. E-mail sent to xxxxxxx@xxxxxx.xxx will satisfy the foregoing notification requirements.
5.3 Before escalating a problem to Vocera, End User’s staff must escalate the problem internally to a Designated Support Contact, and End User must otherwise follow the Vocera defined escalation process and provide a description of the problem as requested by Vocera.
5.4 To help Vocera ensure that its Products meet the highest quality standards, End User will notify Vocera of any material failure, malfunction or error that End User detects in the Products, within 15 days of detecting the Product issue, and will provide Vocera with information to assist with determination and analysis of the problem.
5.5 In cases where End User requires Product support assistance from Vocera, End User will arrange for a remote access and connectivity to the System. Such access shall be remote, originating from Vocera’s support center and requiring the use of the Internet.
5.6 End User will assign one of the Designated Support Contacts as a project manager responsible for success of deployment and on-going user satisfaction with Vocera Products. The project manager’s responsibilities must include at a minimum, but not by way of limitation, (i) implementation of internal processes and procedures for use and maintenance of Vocera Products, (ii) regular audits that include evaluation of user behavior and skills with Vocera Products and assessment of user satisfaction with the Vocera Products, (iii) documenting user feedback and providing findings to Vocera on as-requested basis, (iv) assuring user training compliance and on-going knowledge dissemination and training and (v) acting as a liaison between End User and Vocera.
5.7 End User shall ensure that the Products and End User’s Operating Environment follow regular IT maintenance schedules. The maintenance schedules must include at a minimum, but not by way of limitation, installation and testing of applicable Vocera Software versions, server operating system updates and maintenance, anti-virus update and maintenance, regular review and analysis of system logs, and regularly scheduled back-ups.,
5.8 For all Customer Hosted Software other than the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, End User must install and test the initial Software, and each subsequent Software Update. All emergency fixes for End User’s specific installation must be installed and tested as soon as practicable, and must be maintained until installation of the next service pack or Software Release. All service packs or build updates must be installed and verified in the End User’s environment within three months of general availability. All other Software Updates must be installed and verified in the End User’s environment within six months of general availability (or such shorter period as Vocera reasonably advises is required, on a case-by-case basis, to avoid impaired operation and reliability of the Software). Vocera will have no obligation to provide Error Resolution for an Error or defect which has been repaired in a more current Software Update.
5.9 For the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, installation of software updates will be scheduled in consultation with the customer and, in some cases (e.g., security patches), may require an expedited process. It is preferred that updates occur during normal business hours, since this is when both hospital, interoperability vendor partners, and Vocera support engineers are most readily available. Vocera understands the primary objective is to minimize the impact to patients, so Vocera will accommodate after-hours upgrades, as necessary. All software updates are delivered remotely to the hospital via secure download protocols. The ability to access these updates requires outbound access to an Internet-based update server on ports 22 and 443.
443 5.10 For both Customer Hosted Software, as well as Vocera Hosted Services if applicable, End User is responsible for the proper operation and maintenance of End User’s Operating Environment. For Customer Hosted Software, this includes End User’s wireless local area network, including access points, antennas, controllers and controller firmware versions compatible with the Voice Communications Software (“WLAN”). End User’s WLAN must be designed, implemented and installed with capacity and coverage suitable for a voice application. End User acknowledges that Vocera may recommend changes to the Operating Environment to resolve certain issues, e.g., where the End User’s WLAN does not comply with Vocera’s WLAN guidelines in its Infrastructure Planning Guide available upon request.
5.11 For Vocera Hosted Services, End User must provide necessary connectivity for any integration needs between the Vocera Hosted Service and Customer Hosted Software.
5.12 End User personnel should not make any changes to component of the Engage software solution that interoperates with an FDA regulated medical device such as patient monitoring, ventilators, etc. All changes to clinical workflow, whether implemented by End User or Vocera, should be formally approved according to End User’s
Appears in 2 contracts
Samples: Master Purchase Agreement, Master Purchase Agreement
Conditions to Delivery of Support. Vocera’s delivery of Support for Customer Hosted Software is subject to and conditioned on the following:
5.1 End User must obtain User Support and Operational Support as provided above.
5.2 End User must appoint a minimum of two individuals, up to the maximum specified in the appropriate column in Tables 2.1 or 2.2 above (as applicable) for End User’s Support Offering, to serve as the Designated Support Contacts between End User and Vocera. A Designated Support Contact should have an understanding of the Product components and features (such is as obtained through attending Vocera training courses), have a working knowledge of wired and wireless networks, and End User’s Operating Environment. Only Designated Support Contacts may escalate technical support requests to Vocera. Vocera reserves the right to reject technical support calls from individuals other than Designated Support Contacts. End User will provide Vocera in writing with the name and contact information of each Designated Support Contact and will notify Vocera promptly of any changes in End User’s list of Designated Support Contacts. E-mail sent to xxxxxxx@xxxxxx.xxx will satisfy the foregoing notification requirements.
5.3 Before escalating a problem to Vocera, End User’s staff must escalate the problem internally to a Designated Support Contact, and End User must otherwise follow the Vocera defined escalation process and provide a description of the problem as requested by VoceraXxxxxx.
5.4 To help Vocera ensure that its Products meet the highest quality standards, End User will notify Vocera of any material failure, malfunction or error that End User detects in the Products, within 15 days of detecting the Product issue, and will provide Vocera with information to assist with determination and analysis of the problem.
5.5 In cases where End User requires Product support assistance from Vocera, End User will arrange for a remote access and connectivity to the System. Such access shall be remote, originating from Vocera’s support center and requiring the use of the Internet.
5.6 End User will assign one of the Designated Support Contacts as a project manager responsible for success of deployment and on-going user satisfaction with Vocera Products. The project manager’s responsibilities must include at a minimum, but not by way of limitation, (i) implementation of internal processes and procedures for use and maintenance of Vocera Products, (ii) regular audits that include evaluation of user behavior and skills with Vocera Products and assessment of user satisfaction with the Vocera Products, (iii) documenting user feedback and providing findings to Vocera on as-requested basis, (iv) assuring user training compliance and on-going knowledge dissemination and training and (v) acting as a liaison between End User and Vocera.
5.7 End User shall ensure that the Products and End User’s Operating Environment follow regular IT maintenance schedules. The maintenance schedules must include at a minimum, but not by way of limitation, installation and testing of applicable Vocera Software versions, server operating system updates and maintenance, anti-virus update and maintenance, regular review and analysis of system logs, and regularly scheduled back-ups.
5.8 For all Customer Hosted Software other than the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, End User must install and test the initial Software, and each subsequent Software Update. All emergency fixes for End User’s specific installation must be installed and tested as soon as practicable, and must be maintained until installation of the next service pack or Software Release. All service packs or build updates must be installed and verified in the End User’s environment within three months of general availability. All other Software Updates must be installed and verified in the End User’s environment within six months of general availability (or such shorter period as Vocera reasonably advises is required, on a case-by-case basis, to avoid impaired operation and reliability of the Software). Vocera will have no obligation to provide Error Resolution for an Error or defect which has been repaired in a more current Software Update.
5.9 For the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, installation of software updates will be scheduled in consultation with the customer and, in some cases (e.g., security patches), may require an expedited process. It is preferred that updates occur during normal business hours, since this is when both hospital, interoperability vendor partners, and Vocera support engineers are most readily available. Vocera understands the primary objective is to minimize the impact to patients, so Vocera will accommodate after-hours upgrades, as necessary. All software updates are delivered remotely to the hospital via secure download protocols. The ability to access these updates requires outbound access to an Internet-based update server on ports 22 and 443.
5.10 For both Customer Hosted Software, as well as Vocera Hosted Services if applicable, End User is responsible for the proper operation and maintenance of End User’s Operating Environment. For Customer Hosted Software, this includes End User’s wireless local area network, including access points, antennas, controllers and controller firmware versions compatible with the Voice Communications Software (“WLAN”). End User’s WLAN must be designed, implemented and installed with capacity and coverage suitable for a voice application. End User acknowledges that Vocera may recommend changes to the Operating Environment to resolve certain issues, e.g., where the End User’s WLAN does not comply with Vocera’s WLAN guidelines in its Infrastructure Planning Guide available upon request.
5.11 For Vocera Hosted Services, End User must provide necessary connectivity for any integration needs between the Vocera Hosted Service and Customer Hosted Software.
5.12 End User personnel should not make any changes to component of the Engage software solution that interoperates with an FDA regulated medical device such as patient monitoring, ventilators, etc. All changes to clinical workflow, whether implemented by End User or Vocera, should be formally approved according to End User’s
Appears in 2 contracts
Samples: Master Purchase Agreement, Master Purchase Agreement
Conditions to Delivery of Support. Vocera’s delivery of Support for Customer Hosted Software is subject to and conditioned on the following:
5.1 End User must obtain User Support and Operational Support as provided above.
5.2 End User must appoint a minimum of two individuals, up to the maximum specified in the appropriate column in Tables 2.1 or 2.2 above (as applicable) for End User’s Support Offering, to serve as the Designated Support Contacts between End User and Vocera. A Designated Support Contact should have an understanding of understand the Product components and features (such is as obtained through attending Vocera training courses), have a working knowledge of wired and wireless networks, and End User’s Operating Environment. Only Designated Support Contacts may escalate technical support requests to Vocera. Vocera reserves the right to reject technical support calls from individuals other than Designated Support Contacts. End User will provide Vocera in writing with the name and contact information of each Designated Support Contact and will notify Vocera promptly of any changes in End User’s list of Designated Support Contacts. E-mail sent to xxxxxxx@xxxxxx.xxx xxxxxxxxx@xxxxxxx.xxx will satisfy the foregoing notification requirements.
5.3 Before escalating a problem to Vocera, End User’s staff must escalate the problem internally to a Designated Support Contact, and End User must otherwise follow the Vocera defined escalation process and provide a description of the problem as requested by VoceraXxxxxx.
5.4 To help Vocera ensure that its Products meet the highest quality standards, End User will notify Vocera of any material failure, malfunction or error that End User detects in the Products, within 15 days of detecting the Product issue, and will provide Vocera with information to assist with determination and analysis of the problem.
5.5 In cases where End User requires Product support assistance from Vocera, End User will arrange for a remote access and connectivity to the System. Such access shall be remote, originating from Vocera’s support center and requiring the use of the Internet.
5.6 End User will assign one of the Designated Support Contacts as a project manager responsible for success of deployment and on-going user satisfaction with Vocera Products. The project manager’s responsibilities must include at a minimum, but not by way of limitation, (i) implementation of internal processes and procedures for use and maintenance of Vocera Products, (ii) regular audits that include evaluation of user behavior and skills with Vocera Products and assessment of user satisfaction with the Vocera Products, (iii) documenting user feedback and providing findings to Vocera on as-requested basis, (iv) assuring user training compliance and on-going knowledge dissemination and training and (v) acting as a liaison between End User and Vocera.
5.7 End User shall ensure that the Products and End User’s Operating Environment follow regular IT maintenance schedules. The maintenance schedules must include at a minimum, but not by way of limitation, installation and testing of applicable Vocera Software versions, server operating system updates and maintenance, anti-virus update and maintenance, regular review and analysis of system logs, and regularly scheduled back-ups.
5.8 For all Customer Hosted Software other than the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, End User must install and test the initial Software, and each subsequent Software Update. All emergency fixes for End User’s specific installation must be installed and tested as soon as practicable, and must be maintained until installation of the next service pack or Software Release. All service packs or build updates must be installed and verified in the End User’s environment within three months of general availability. All other Software Updates must be installed and verified in the End User’s environment within six months of general availability (or such shorter period as Vocera reasonably advises is required, on a case-by-case basis, to avoid impaired operation and reliability of the Software). Vocera will have no obligation to provide Error Resolution for an Error or defect which has been repaired in a more current Software Update.
5.9 For the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, installation of software updates will be scheduled in consultation with the customer and, in some cases (e.g., security patches), may require an expedited process. It is preferred that updates occur during normal business hours, since this is when both hospital, interoperability vendor partners, and Vocera support engineers are most readily available. Vocera understands the primary objective is to minimize the impact to patients, so Vocera will accommodate after-hours upgrades, as necessary. All software updates are delivered remotely to the hospital via secure download protocols. The ability to access these updates requires outbound access to an Internet-based update server on ports 22 and 443.
5.10 For both Customer Hosted Software, as well as Vocera Hosted Services if applicable, End User is responsible for the proper operation and maintenance of End User’s Operating Environment. For Customer Hosted Software, this includes End User’s wireless local area network, including access points, antennas, controllers and controller firmware versions compatible with the Voice Communications Software (“WLAN”). End User’s WLAN must be designed, implemented and installed with capacity and coverage suitable for a voice application. End User acknowledges that Vocera may recommend changes to the Operating Environment to resolve certain issues, e.g., where the End User’s WLAN does not comply with Vocera’s WLAN guidelines in its Infrastructure Planning Guide available upon request.
5.11 For Vocera Hosted Services, End User must provide necessary connectivity for any integration needs between the Vocera Hosted Service and Customer Hosted Software.
5.12 End User personnel should not make any changes to component of the Engage software solution that interoperates with an FDA regulated medical device such as patient monitoring, ventilators, etc. All changes to clinical workflow, whether implemented by End User or Vocera, should be formally approved according to End User’s,
Appears in 2 contracts
Samples: Master Purchase Agreement, Master Purchase Agreement
Conditions to Delivery of Support. Vocera’s delivery of Support for Customer Hosted Software is subject to and conditioned on the following:
5.1 End User must obtain User Support and Operational Support as provided above.
5.2 End User must appoint a minimum of two individuals, up to the maximum specified in the appropriate column in Tables 2.1 or 2.2 above (as applicable) for End User’s Support Offering, to serve as the Designated Support Contacts contacts between End User and VoceraVocera (“Designated Support Contacts”). A Designated Support Contact should have an understanding of the Product Subscription Services components and features (such is as obtained through attending Vocera training courses)features, have a working knowledge of wired and wireless networks, and End User’s Operating Environment. Only Designated Support Contacts may escalate technical support requests to Vocera. Vocera reserves the right to reject technical support calls from individuals other than Designated Support Contacts. End User will provide Vocera in writing with the name and contact information of each Designated Support Contact and will notify Vocera promptly of any changes in End User’s list of Designated Support Contacts. E-E- mail sent to xxxxxxx@xxxxxx.xxx or Support@Vocera Care Xxxxxxxxxx.xxx will satisfy the foregoing notification requirements.
5.3 Before escalating a problem to Vocera, End User’s staff must escalate the problem internally to a Designated Support Contact, and End User must otherwise follow the Vocera defined escalation process and provide a description of the provided problem as requested by Vocera.
5.4 To help Vocera ensure that its Products products meet the highest quality standards, End User will notify Vocera of any material failure, malfunction or error that End User detects in the ProductsSubscription Services, within 15 days of detecting the Product issue, and will provide Vocera with information reasonably requested by Vocera to assist with determination and analysis of the problem.
5.5 In cases where End User requires Product support Support assistance from Vocera, End User will arrange for a remote access and connectivity to the System. Such access shall be remote, originating from Vocera’s support center and requiring the use of the Internet.
5.6 End User will assign one of the Designated Support Contacts as a project manager responsible for success of deployment and on-going user satisfaction with the Vocera ProductsCare Experience Solutions. The project manager’s responsibilities must include at a minimum, but not by way of limitation, (i) implementation of internal processes and procedures for use and maintenance of Vocera ProductsCare Experience Solutions, (ii) regular audits that include evaluation of user behavior and skills with Vocera Products Care Experience Solutions and assessment of user satisfaction with the Vocera ProductsCare Experience Solutions, (iii) documenting user feedback and providing findings to Vocera on as-requested basis, (iv) assuring user training compliance and on-going knowledge dissemination and training and (v) acting as a liaison between End User and Vocera.
5.7 End User shall ensure that the Products and End User’s Operating Environment follow regular IT maintenance schedules. The maintenance schedules must include at a minimum, but not by way of limitation, installation and testing of applicable Vocera Software versions, server operating system updates and maintenance, anti-virus update and maintenance, regular review and analysis of system logs, and regularly scheduled back-ups.
5.8 For all Customer Hosted Software other than the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, End User must install and test the initial Software, and each subsequent Software Update. All emergency fixes for End User’s specific installation must be installed and tested as soon as practicable, and must be maintained until installation of the next service pack or Software Release. All service packs or build updates must be installed and verified in the End User’s environment within three months of general availability. All other Software Updates must be installed and verified in the End User’s environment within six months of general availability (or such shorter period as Vocera reasonably advises is required, on a case-by-case basis, to avoid impaired operation and reliability of the Software). Vocera will have no obligation to provide Error Resolution for an Error or defect which has been repaired in a more current Software Update.
5.9 For the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, installation of software updates will be scheduled in consultation with the customer and, in some cases (e.g., security patches), may require an expedited process. It is preferred that updates occur during normal business hours, since this is when both hospital, interoperability vendor partners, and Vocera support engineers are most readily available. Vocera understands the primary objective is to minimize the impact to patients, so Vocera will accommodate after-hours upgrades, as necessary. All software updates are delivered remotely to the hospital via secure download protocols. The ability to access these updates requires outbound access to an Internet-based update server on ports 22 and 443.
5.10 For both Customer Hosted Software, as well as Vocera Hosted Services if applicable, End User is responsible for the proper operation and maintenance of End User’s Operating Environment. For Customer Hosted Software, this includes End User’s wireless local area network, including access points, antennas, controllers and controller firmware versions compatible with the Voice Communications Software (“WLAN”). End User’s WLAN must be designed, implemented and installed with capacity and coverage suitable for a voice application. End User acknowledges that Vocera may recommend changes to the Operating Environment to resolve certain issues, e.g., where the End User’s WLAN does not comply with Vocera’s WLAN guidelines in its Infrastructure Planning Guide available upon request.
5.11 For Vocera Hosted Services, End User must provide necessary connectivity for any integration needs between the Vocera Hosted Service and Customer Hosted Software.
5.12 End User personnel should not make any changes to component of the Engage software solution that interoperates with an FDA regulated medical device such as patient monitoring, ventilators, etc. All changes to clinical workflow, whether implemented by End User or Vocera, should be formally approved according to End User’s
Appears in 2 contracts
Samples: Master Subscription Agreement, Master Subscription Agreement
Conditions to Delivery of Support. Vocera’s delivery of Support for Customer Hosted Software is subject to and conditioned on the following:
5.1 6.1 End User must obtain User Support and Operational Support as provided above.
5.2 6.2 End User must appoint a minimum of two individuals, up to the maximum specified in the appropriate column in Tables Table 2.1 or 2.2 above (as applicable) for End User’s Support Offering, to serve as the Designated Support Contacts between End User and Vocera. A Designated Support Contact should have an understanding of the Product components and features (such is as obtained through attending Vocera training courses), have a working knowledge of wired and wireless networks, and End User’s Operating Environment. Only Designated Support Contacts may escalate technical support requests to Vocera. Vocera reserves the right to reject technical support calls from individuals other than Designated Support Contacts. End User will provide Vocera in writing with the name and contact information of each Designated Support Contact and will notify Vocera promptly of any changes in End User’s list of Designated Support Contacts. E-mail sent to xxxxxxx@xxxxxx.xxx will satisfy the foregoing notification requirements.
5.3 6.3 Before escalating a problem to Vocera, End User’s staff must escalate the problem internally to a Designated Support Contact, and End User must otherwise follow the Vocera defined escalation process and provide a description of the provided problem as requested by Vocera.
5.4 6.4 To help Vocera ensure that its Products meet the highest quality standards, End User will notify Vocera of any material failure, malfunction or error that End User detects in the Products, within 15 days of detecting the Product issue, and will provide Vocera with information to assist with determination and analysis of the problem.
5.5 6.5 In cases where End User requires Product support assistance from Vocera, End User will arrange for a remote access and connectivity to the System. Such access shall be remote, originating from Vocera’s support center and requiring the use of the Internet.
5.6 6.6 End User will assign one of the Designated Support Contacts as a project manager responsible for success of deployment and on-going user satisfaction with Vocera Products. The project manager’s responsibilities must include at a minimum, but not by way of limitation, (i) implementation of internal processes and procedures for use and maintenance of Vocera Products, (ii) regular audits that include evaluation of user behavior and skills with Vocera Products and assessment of user satisfaction with the Vocera Products, (iii) documenting user feedback and providing findings to Vocera on as-requested basis, (iv) assuring user training compliance and on-going knowledge dissemination and training and (v) acting as a liaison between End User and Vocera.
5.7 6.7 End User shall ensure that the Products and End User’s Operating Environment follow regular IT maintenance schedules. The maintenance schedules must include at a minimum, but not by way of limitation, installation and testing of applicable Vocera Software versions, server operating system updates and maintenance, anti-virus update and maintenance, regular review and analysis of system logs, and regularly scheduled back-ups.
5.8 6.8 For all Customer Hosted Software other than the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutionssolution, End User must install and test the initial Software, and each subsequent Software Update. All emergency fixes for End User’s specific installation must be installed and tested as soon as practicable, and must be maintained until installation of the next service pack or Software Release. All service packs or build updates must be installed and verified in the End User’s environment within three months of general availability. All other Software Updates must be installed and verified in the End User’s environment within six months of general availability (or such shorter period as Vocera reasonably advises is required, on a case-by-case basis, to avoid impaired operation and reliability of the Software). Vocera will have no obligation to provide Error Resolution for an Error or defect which has been repaired in a more current Software Update.
5.9 6.9 For the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutionssolution, installation of software updates will be scheduled in consultation with the customer and, in some cases (e.g., security patches), may require an expedited process. It is preferred that updates occur during normal business hours, since this is when both hospital, interoperability vendor partners, and Vocera support engineers are most readily available. Vocera understands the primary objective is to minimize the impact to patients, so Vocera will accommodate after-hours upgrades, as necessary. All software updates are delivered remotely to the hospital via secure download protocols. The ability to access these updates requires outbound access to an Internet-based update server on ports 22 and 443.
5.10 6.10 For both Customer Hosted Software, as well as Vocera Hosted Services if applicable, End User is responsible for the proper operation and maintenance of End User’s Operating Environment. For Customer Hosted Software, this includes End User’s wireless local area network, including access points, antennas, controllers and controller firmware versions compatible with the Voice Communications Software (“WLAN”). End User’s WLAN must be designed, implemented and installed with capacity and coverage suitable for a voice application. End User acknowledges that Vocera may recommend changes to the Operating Environment to resolve certain issues, e.g., where the End User’s WLAN does not comply with Vocera’s WLAN guidelines in its Infrastructure Planning Guide available upon request.
5.11 6.11 For Vocera Hosted Services, End User Customer must provide necessary connectivity for any integration needs between the Vocera Hosted Service and Customer Hosted Software.
5.12 6.12 End User personnel should not make any changes to component of the Engage software solution that interoperates with an FDA regulated medical device such as patient monitoring, ventilators, etc. All changes to clinical workflow, whether implemented by End User or Vocera, should be formally approved according to End User’s’s applicable internal protocols. End User personnel making changes to the Engage software solution should receive formal Vocera Engage administrator training. Vocera also strongly encourages Customer to limit the number of people who have Engage Advanced Support permissions to administer and make changes in order to reduce the chance of destabilizing Customer’s system and implementing inconsistencies. Vocera strongly advises Customer to keep Vocera technical support informed of changes made to the Engage software solution. Vocera cannot consult or provide advice on changes that have the potential to cause adverse impact to patient care and safety, without knowledge of the changes being considered.
Appears in 1 contract
Samples: Master Purchase Agreement
Conditions to Delivery of Support. Vocera’s delivery of Support for Customer Hosted Software is subject to and conditioned on the following:
5.1 End User must obtain User Support and Operational Support as provided above.
5.2 End User must appoint a minimum of two individuals, up to the maximum specified in the appropriate column in Tables 2.1 or 2.2 above (as applicable) for End User’s Support Offering, to serve as the Designated Support Contacts contacts between End User and VoceraVocera (“Designated Support Contacts”). A Designated Support Contact should have an understanding of the Product Subscription Services components and features (such is as obtained through attending Vocera training courses)features, have a working knowledge of wired and wireless networks, and End User’s Operating Environment. Only Designated Support Contacts may escalate technical support requests to Vocera. Vocera reserves the right to reject technical support calls from individuals other than Designated Support Contacts. End User will provide Vocera in writing with the name and contact information of each Designated Support Contact and will notify Vocera promptly of any changes in End User’s list of Designated Support Contacts. E-E- mail sent to xxxxxxx@xxxxxx.xxx or Support@Vocera Care Xxxxxxxxxx.xxx will satisfy the foregoing notification requirements.
5.3 Before escalating a problem to Vocera, End User’s staff must escalate the problem internally to a Designated Support Contact, and End User must otherwise follow the Vocera defined escalation process and provide a description of the provided problem as requested by VoceraXxxxxx.
5.4 To help Vocera ensure that its Products products meet the highest quality standards, End User will notify Vocera of any material failure, malfunction or error that End User detects in the ProductsSubscription Services, within 15 days of detecting the Product issue, and will provide Vocera with information reasonably requested by Vocera to assist with determination and analysis of the problem.
5.5 In cases where End User requires Product support Support assistance from Vocera, End User will arrange for a remote access and connectivity to the System. Such access shall be remote, originating from Vocera’s support center and requiring the use of the Internet.
5.6 End User will assign one of the Designated Support Contacts as a project manager responsible for success of deployment and on-going user satisfaction with the Vocera ProductsCare Experience Solutions. The project manager’s responsibilities must include at a minimum, but not by way of limitation, (i) implementation of internal processes and procedures for use and maintenance of Vocera ProductsCare Experience Solutions, (ii) regular audits that include evaluation of user behavior and skills with Vocera Products Care Experience Solutions and assessment of user satisfaction with the Vocera ProductsCare Experience Solutions, (iii) documenting user feedback and providing findings to Vocera on as-requested basis, (iv) assuring user training compliance and on-going knowledge dissemination and training and (v) acting as a liaison between End User and Vocera.
5.7 End User shall ensure that the Products and End User’s Operating Environment follow regular IT maintenance schedules. The maintenance schedules must include at a minimum, but not by way of limitation, installation and testing of applicable Vocera Software versions, server operating system updates and maintenance, anti-virus update and maintenance, regular review and analysis of system logs, and regularly scheduled back-ups.
5.8 For all Customer Hosted Software other than the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, End User must install and test the initial Software, and each subsequent Software Update. All emergency fixes for End User’s specific installation must be installed and tested as soon as practicable, and must be maintained until installation of the next service pack or Software Release. All service packs or build updates must be installed and verified in the End User’s environment within three months of general availability. All other Software Updates must be installed and verified in the End User’s environment within six months of general availability (or such shorter period as Vocera reasonably advises is required, on a case-by-case basis, to avoid impaired operation and reliability of the Software). Vocera will have no obligation to provide Error Resolution for an Error or defect which has been repaired in a more current Software Update.
5.9 For the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, installation of software updates will be scheduled in consultation with the customer and, in some cases (e.g., security patches), may require an expedited process. It is preferred that updates occur during normal business hours, since this is when both hospital, interoperability vendor partners, and Vocera support engineers are most readily available. Vocera understands the primary objective is to minimize the impact to patients, so Vocera will accommodate after-hours upgrades, as necessary. All software updates are delivered remotely to the hospital via secure download protocols. The ability to access these updates requires outbound access to an Internet-based update server on ports 22 and 443.
5.10 For both Customer Hosted Software, as well as Vocera Hosted Services if applicable, End User is responsible for the proper operation and maintenance of End User’s Operating Environment. For Customer Hosted Software, this includes End User’s wireless local area network, including access points, antennas, controllers and controller firmware versions compatible with the Voice Communications Software (“WLAN”). End User’s WLAN must be designed, implemented and installed with capacity and coverage suitable for a voice application. End User acknowledges that Vocera may recommend changes to the Operating Environment to resolve certain issues, e.g., where the End User’s WLAN does not comply with Vocera’s WLAN guidelines in its Infrastructure Planning Guide available upon request.
5.11 For Vocera Hosted Services, End User must provide necessary connectivity for any integration needs between the Vocera Hosted Service and Customer Hosted Software.
5.12 End User personnel should not make any changes to component of the Engage software solution that interoperates with an FDA regulated medical device such as patient monitoring, ventilators, etc. All changes to clinical workflow, whether implemented by End User or Vocera, should be formally approved according to End User’s
Appears in 1 contract
Samples: Master Subscription Agreement
Conditions to Delivery of Support. Vocera’s delivery of Support for Customer Hosted Software is subject to and conditioned on the following:
5.1 End User must obtain User Support and Operational Support as provided above.
5.2 End User must appoint a minimum of two individuals, up to the maximum specified in the appropriate column in Tables 2.1 Table 2.1, 2.2.1 or 2.2 2.2.2 above (as applicable) for End User’s Support Offering, to serve as the Designated Support Contacts between End User and Vocera. A Designated Support Contact should have an understanding of the Product components and features (such is as obtained through attending Vocera training courses), have a working knowledge of wired and wireless networks, and End User’s Operating Environment. Only Designated Support Contacts may escalate technical support requests to Vocera. Vocera reserves the right to reject technical support calls from individuals other than Designated Support Contacts. End User will provide Vocera in writing with the name and contact information of each Designated Support Contact and will notify Vocera promptly of any changes in End User’s list of Designated Support Contacts. E-mail sent to xxxxxxx@xxxxxx.xxx xxxxxxxxx@xxxxxxx.xxx will satisfy the foregoing notification requirements.
5.3 Before escalating a problem to Vocera, End User’s staff must escalate the problem internally to a Designated Support Contact, and End User must otherwise follow the Vocera defined escalation process and provide a description of the problem as requested by VoceraXxxxxx.
5.4 To help Vocera ensure that its Products meet the highest quality standards, End User will notify Vocera of any material failure, malfunction or error that End User detects in the Products, within 15 days of detecting the Product issue, and will provide Vocera with information to assist with determination and analysis of the problem.
5.5 In cases where End User requires Product support assistance from VoceraVocera for Customer Hosted Software, End User will arrange for a remote access and connectivity to the System. Such access shall be remote, originating from Vocera’s support center and requiring the use of the Internet.
5.6 End User will assign one of the Designated Support Contacts as a project manager responsible for success of deployment and on-going user satisfaction with Vocera Products. The project manager’s responsibilities must include at a minimum, but not by way of limitation, (i) implementation of internal processes and procedures for use and maintenance of Vocera Products, (ii) regular audits that include evaluation of user behavior and skills with Vocera Products and assessment of user satisfaction with the Vocera Products, (iii) documenting user feedback and providing findings to Vocera on as-requested basis, (iv) assuring user training compliance and on-going knowledge dissemination and training and (v) acting as a liaison between End User and Vocera.
5.7 End User shall ensure that the Products and End User’s Operating Environment follow regular IT maintenance schedules. The maintenance schedules must include at a minimum, but not by way of limitation, installation and testing of applicable Vocera Software versions, server operating system updates and maintenance, anti-virus update and maintenance, regular review and analysis of system logs, and regularly scheduled back-ups.
5.8 For all Customer Hosted Software other than the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, End User must install and test the initial Software, and each subsequent Software Update. All emergency fixes for End User’s specific installation must be installed and tested as soon as practicable, and must be maintained until installation of the next service pack or Software Release. All service packs or build updates must be installed and verified in the End User’s environment within three months of general availability. All other Software Updates must be installed and verified in the End User’s environment within six months of general availability (or such shorter period as Vocera reasonably advises is required, on a case-by-case basis, to avoid impaired operation and reliability of the Software). Vocera will have no obligation to provide Error Resolution for an Error or defect which has been repaired in a more current Software Update.
5.9 For the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, installation of software updates will be scheduled in consultation with the customer and, in some cases (e.g., security patches), may require an expedited process. It is preferred that updates occur during normal business hours, since this is when both hospital, interoperability vendor partners, and Vocera support engineers are most readily available. Vocera understands the primary objective is to minimize the impact to patients, so Vocera will accommodate after-hours upgrades, as necessary. All software updates are delivered remotely to the hospital via secure download protocols. The ability to access these updates requires outbound access to an Internet-based update server on ports 22 and 443.
5.10 For both Customer Hosted Software, as well as Vocera Hosted Services if applicable, End User is responsible for the proper operation and maintenance of End User’s Operating Environment. For Customer Hosted Software, this includes End User’s wireless local area network, including access points, antennas, controllers and controller firmware versions compatible with the Voice Communications Software (“WLAN”). End User’s WLAN must be designed, implemented and installed with capacity and coverage suitable for a voice application. End User acknowledges that Vocera may recommend changes to the Operating Environment to resolve certain issues, e.g., where the End User’s WLAN does not comply with Vocera’s WLAN guidelines in its Infrastructure Planning Guide available upon request.
5.11 For Vocera Hosted Services, End User must provide necessary connectivity for any integration needs between the Vocera Hosted Service and Customer Hosted Software.
5.12 End User personnel should not make any changes to component of the Engage software solution that interoperates with an FDA regulated medical device such as patient monitoring, ventilators, etc. All changes to clinical workflow, whether implemented by End User or Vocera, should be formally approved according to End User’sinternal
Appears in 1 contract
Samples: Master Purchase Agreement
Conditions to Delivery of Support. Vocera’s delivery of Support for Customer Hosted Software is subject to and conditioned on the following:
5.1 End User must obtain User Support and Operational Support as provided above.
5.2 End User must appoint a minimum of two individuals, up to the maximum specified in the appropriate column in Tables 2.1 or 2.2 above (as applicable) for End User’s Support Offering, to serve as the Designated Support Contacts between End User and Vocera. A Designated Support Contact should have an understanding of the Product components and features (such is as obtained through attending Vocera training courses), have a working knowledge of wired and wireless networks, and End User’s Operating Environment. Only Designated Support Contacts may escalate technical support requests to Vocera. Vocera reserves the right to reject technical support calls from individuals other than Designated Support Contacts. End User will provide Vocera in writing with the name and contact information of each Designated Support Contact and will notify Vocera promptly of any changes in End User’s list of Designated Support Contacts. E-mail sent to xxxxxxx@xxxxxx.xxx will satisfy the foregoing notification requirements.
5.3 Before escalating a problem to Vocera, End User’s staff must escalate the problem internally to a Designated Support Contact, and End User must otherwise follow the Vocera defined escalation process and provide a description of the problem as requested by VoceraXxxxxx.
5.4 To help Vocera ensure that its Products meet the highest quality standards, End User will notify Vocera of any material failure, malfunction or error that End User detects in the Products, within 15 days of detecting the Product issue, and will provide Vocera with information to assist with determination and analysis of the problem.
5.5 In cases where End User requires Product support assistance from Vocera, End User will arrange for a remote access and connectivity to the System. Such access shall be remote, originating from Vocera’s support center and requiring the use of the Internet.
5.6 End User will assign one of the Designated Support Contacts as a project manager responsible for success of deployment and on-going user satisfaction with Vocera Products. The project manager’s responsibilities must include at a minimum, but not by way of limitation, (i) implementation of internal processes and procedures for use and maintenance of Vocera Products, (ii) regular audits that include evaluation of user behavior and skills with Vocera Products and assessment of user satisfaction with the Vocera Products, (iii) documenting user feedback and providing findings to Vocera on as-requested basis, (iv) assuring user training compliance and on-going knowledge dissemination and training and (v) acting as a liaison between End User and Vocera.
5.7 End User shall ensure that the Products and End User’s Operating Environment follow regular IT maintenance schedules. The maintenance schedules must include at a minimum, but not by way of limitation, installation and testing of applicable Vocera Software versions, server operating system updates and maintenance, anti-virus update and maintenance, regular review and analysis of system logs, and regularly scheduled back-ups.
5.8 For all Customer Hosted Software other than the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, End User must install and test the initial Software, and each subsequent Software Update. All emergency fixes for End User’s specific installation must be installed and tested as soon as practicable, and must be maintained until installation of the next service pack or Software Release. All service packs or build updates must be installed and verified in the End User’s environment within three months of general availability. All other Software Updates must be installed and verified in the End User’s environment within six months of general availability (or such shorter period as Vocera reasonably advises is required, on a case-by-case basis, to avoid impaired operation and reliability of the Software). Vocera will have no obligation to provide Error Resolution for an Error or defect which has been repaired in a more current Software Update.
5.9 For the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, installation of software updates will be scheduled in consultation with the customer and, in some cases (e.g., security patches), may require an expedited process. It is preferred that updates occur during normal business hours, since this is when both hospital, interoperability vendor partners, and Vocera support engineers are most readily available. Vocera understands the primary objective is to minimize the impact to patients, so Vocera will accommodate after-hours upgrades, as necessary. All software updates are delivered remotely to the hospital via secure download protocols. The ability to access these updates requires outbound access to an Internet-based update server on ports 22 and 443.
5.10 For both Customer Hosted Software, as well as Vocera Hosted Services if applicable, End User is responsible for the proper operation and maintenance of End User’s Operating Environment. For Customer Hosted Software, this includes End User’s wireless local area network, including access points, antennas, controllers and controller firmware versions compatible with the Voice Communications Software (“WLAN”). End User’s WLAN must be designed, implemented and installed with capacity and coverage suitable for a voice application. End User acknowledges that Vocera may recommend changes to the Operating Environment to resolve certain issues, e.g., where the End User’s WLAN does not comply with Vocera’s WLAN guidelines in its Infrastructure Planning Guide available upon request.
5.11 For Vocera Hosted Services, End User must provide necessary connectivity for any integration needs between the Vocera Hosted Service and Customer Hosted Software.
5.12 End User personnel should not make any changes to component of the Engage software solution that interoperates with an FDA regulated medical device such as patient monitoring, ventilators, etc. All changes to clinical workflow, whether implemented by End User or Vocera, should be formally approved according to End User’s,
Appears in 1 contract
Samples: Master Purchase Agreement
Conditions to Delivery of Support. Vocera’s delivery of Support for Customer Hosted Software is subject to and conditioned on the following:
5.1 6.1 End User must obtain User Support and Operational Support as provided above.
5.2 6.2 End User must appoint a minimum of two individuals, up to the maximum specified in the appropriate column in Tables 2.1 Table 1.1, 1.2 or 2.2 1.3 above (as applicable) for End User’s Support Offering, to serve as the Designated Support Contacts contacts between End User and VoceraVocera (“Designated Support Contacts”). A Designated Support Contact should have an understanding of the Product components and features (such is as obtained through attending Vocera training courses), have a working knowledge of wired and wireless networks, and End User’s Operating Environment. Only Designated Support Contacts may escalate technical support requests to Vocera. Vocera reserves the right to reject technical support calls from individuals other than Designated Support Contacts. End User will provide Vocera in writing with the name and contact information of each Designated Support Contact and will notify Vocera promptly of any changes in End User’s list of Designated Support Contacts. E-mail sent to xxxxxxx@xxxxxx.xxx will satisfy the foregoing notification requirements.
5.3 6.3 Before escalating a problem to Vocera, End User’s staff must escalate the problem internally to a Designated Support Contact, and End User must otherwise follow the Vocera defined escalation process and provide a description of the provided problem as requested by VoceraXxxxxx.
5.4 6.4 To help Vocera ensure that its Products meet the highest quality standards, End User will notify Vocera of any material failure, malfunction or error that End User detects in the Products, within 15 days of detecting the Product issue, and will provide Vocera with information to assist with determination and analysis of the problem.
5.5 6.5 In cases where End User requires Product support assistance from Vocera, End User will arrange for a remote access and connectivity to the System. Such access shall be remote, originating from Vocera’s support center and requiring the use of the Internet.
5.6 6.6 End User will assign one of the Designated Support Contacts as a project manager responsible for success of deployment and on-going user satisfaction with Vocera Products. The project manager’s responsibilities must include at a minimum, but not by way of limitation, (i) implementation of internal processes and procedures for use and maintenance of Vocera Products, (ii) regular audits that include evaluation of user behavior and skills with Vocera Products and assessment of user satisfaction with the Vocera Products, (iii) documenting user feedback and providing findings to Vocera on as-requested basis, (iv) assuring user training compliance and on-going knowledge dissemination and training and (v) acting as a liaison between End User and Vocera.
5.7 6.7 Unless End User shall is licensed to a Vocera Hosted Service, End User will ensure that the Products and End User’s Operating Environment follow regular IT maintenance schedules. The maintenance schedules must include at a minimum, but not by way of limitation, installation and testing of applicable Vocera Software versions, server operating system updates and maintenance, anti-virus update and maintenance, regular review and analysis of system logs, and regularly scheduled back-ups.
5.8 For all Customer Hosted Software other than the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, 6.8 Unless End User must install and test is licensed to a Vocera Hosted Service, the initial Software, and each subsequent Software Update, must have been installed and tested. All emergency fixes for End User’s specific installation must be installed and tested as soon as practicable, and must be maintained until installation of the next service pack or Software Release. All service packs or build updates must be installed and verified in the End User’s environment within three months of general availability. All other Software Updates must be installed and verified in the End User’s environment within six months of general availability (or such shorter period as Vocera reasonably advises is required, on a case-by-case basis, to avoid impaired operation and reliability of the Software). Vocera will have no obligation to provide Error Resolution for an Error or defect which has been repaired in a more current Software Update.
5.9 For the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, installation of software updates will be scheduled in consultation with the customer and, in some cases (e.g., security patches), may require an expedited process. It is preferred that updates occur during normal business hours, since this is when both hospital, interoperability vendor partners, and Vocera support engineers are most readily available. Vocera understands the primary objective is to minimize the impact to patients, so Vocera will accommodate after-hours upgrades, as necessary. All software updates are delivered remotely to the hospital via secure download protocols. The ability to access these updates requires outbound access to an Internet-based update server on ports 22 and 443.
5.10 For both Customer Hosted Software, as well as Vocera Hosted Services if applicable, 6.9 End User is responsible for the proper operation and maintenance of End User’s Operating Environment. For Customer Hosted Voice Communications Software, this includes End User’s wireless local area network, including access points, antennas, controllers and controller firmware versions compatible with the Voice Communications Software (“WLAN”). End User’s WLAN must be designed, implemented and installed with capacity and coverage suitable for a voice application. End User acknowledges that Vocera may recommend changes to the Operating Environment to resolve certain issues, e.g., where the End User’s WLAN does not comply with Vocera’s WLAN guidelines in its Infrastructure Planning Guide available upon request.
5.11 For Vocera Hosted Services, End User must provide necessary connectivity for any integration needs between the Vocera Hosted Service and Customer Hosted Software.
5.12 End User personnel should not make any changes to component of the Engage software solution that interoperates with an FDA regulated medical device such as patient monitoring, ventilators, etc. All changes to clinical workflow, whether implemented by End User or Vocera, should be formally approved according to End User’s
Appears in 1 contract
Samples: Master Purchase Agreement
Conditions to Delivery of Support. Vocera’s delivery of Support for Customer Hosted Software is subject to and conditioned on the following:
5.1 End User must obtain User Support and Operational Support as provided above.
5.2 End User must appoint a minimum of two individuals, up to the maximum specified in the appropriate column in Tables 2.1 or 2.2 above (as applicable) for End User’s Support Offering, to serve as the Designated Support Contacts contacts between End User and VoceraVocera (“Designated Support Contacts”). A Designated Support Contact should have an understanding of the Product Subscription Services components and features (such is as obtained through attending Vocera training courses)features, have a working knowledge of wired and wireless networks, and End User’s Operating Environment. Only Designated Support Contacts may escalate technical support requests to Vocera. Vocera reserves the right to reject technical support calls from individuals other than Designated Support Contacts. End User will provide Vocera in writing with the name and contact information of each Designated Support Contact and will notify Vocera promptly of any changes in End User’s list of Designated Support Contacts. E-mail sent to xxxxxxx@xxxxxx.xxx or Support@Vocera Care Xxxxxxxxxx.xxx will satisfy the foregoing notification requirements.
5.3 Before escalating a problem to Vocera, End User’s staff must escalate the problem internally to a Designated Support Contact, and End User must otherwise follow the Vocera defined escalation process and provide a description of the provided problem as requested by VoceraXxxxxx.
5.4 To help Vocera ensure that its Products products meet the highest quality standards, End User will notify Vocera of any material failure, malfunction or error that End User detects in the ProductsSubscription Services, within 15 days of detecting the Product issue, and will provide Vocera with information reasonably requested by Vocera to assist with determination and analysis of the problem.
5.5 In cases where End User requires Product support Support assistance from Vocera, End User will arrange for a remote access and connectivity to the System. Such access shall be remote, originating from Vocera’s support center and requiring the use of the Internet.
5.6 End User will assign one of the Designated Support Contacts as a project manager responsible for success of deployment and on-going user satisfaction with the Vocera ProductsCare Experience Solutions. The project manager’s responsibilities must include at a minimum, but not by way of limitation, (i) implementation of internal processes and procedures for use and maintenance of Vocera ProductsCare Experience Solutions, (ii) regular audits that include evaluation of user behavior and skills with Vocera Products Care Experience Solutions and assessment of user satisfaction with the Vocera ProductsCare Experience Solutions, (iii) documenting user feedback and providing findings to Vocera on as-requested basis, (iv) assuring user training compliance and on-going knowledge dissemination and training and (v) acting as a liaison between End User and Vocera.
5.7 End User shall ensure that the Products and End User’s Operating Environment follow regular IT maintenance schedules. The maintenance schedules must include at a minimum, but not by way of limitation, installation and testing of applicable Vocera Software versions, server operating system updates and maintenance, anti-virus update and maintenance, regular review and analysis of system logs, and regularly scheduled back-ups.
5.8 For all Customer Hosted Software other than the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, End User must install and test the initial Software, and each subsequent Software Update. All emergency fixes for End User’s specific installation must be installed and tested as soon as practicable, and must be maintained until installation of the next service pack or Software Release. All service packs or build updates must be installed and verified in the End User’s environment within three months of general availability. All other Software Updates must be installed and verified in the End User’s environment within six months of general availability (or such shorter period as Vocera reasonably advises is required, on a case-by-case basis, to avoid impaired operation and reliability of the Software). Vocera will have no obligation to provide Error Resolution for an Error or defect which has been repaired in a more current Software Update.
5.9 For the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, installation of software updates will be scheduled in consultation with the customer and, in some cases (e.g., security patches), may require an expedited process. It is preferred that updates occur during normal business hours, since this is when both hospital, interoperability vendor partners, and Vocera support engineers are most readily available. Vocera understands the primary objective is to minimize the impact to patients, so Vocera will accommodate after-hours upgrades, as necessary. All software updates are delivered remotely to the hospital via secure download protocols. The ability to access these updates requires outbound access to an Internet-based update server on ports 22 and 443.
5.10 For both Customer Hosted Software, as well as Vocera Hosted Services if applicable, End User is responsible for the proper operation and maintenance of End User’s Operating Environment. For Customer Hosted Software, this includes End User’s wireless local area network, including access points, antennas, controllers and controller firmware versions compatible with the Voice Communications Software (“WLAN”). End User’s WLAN must be designed, implemented and installed with capacity and coverage suitable for a voice application. End User acknowledges that Vocera may recommend changes to the Operating Environment to resolve certain issues, e.g., where the End User’s WLAN does not comply with Vocera’s WLAN guidelines in its Infrastructure Planning Guide available upon request.
5.11 For Vocera Hosted Services, End User must provide necessary connectivity for any integration needs between the Vocera Hosted Service and Customer Hosted Software.
5.12 End User personnel should not make any changes to component of the Engage software solution that interoperates with an FDA regulated medical device such as patient monitoring, ventilators, etc. All changes to clinical workflow, whether implemented by End User or Vocera, should be formally approved according to End User’s,
Appears in 1 contract
Samples: Master Subscription Agreement
Conditions to Delivery of Support. Vocera’s delivery of Support for Customer Hosted Software is subject to and conditioned on the following:
5.1 6.1 End User must obtain User Support and Operational Support as provided above.
5.2 6.2 End User must appoint a minimum of two individuals, up to the maximum specified in the appropriate column in Tables 2.1 Table 1.1 or 2.2 1.2 above (as applicable) for End User’s Support Offering, to serve as the Designated Support Contacts between End User and Vocera. A Designated Support Contact should have an understanding of the Product components and features (such is as obtained through attending Vocera training courses), have a working knowledge of wired and wireless networks, and End User’s Operating Environment. Only Designated Support Contacts may escalate technical support requests to Vocera. Vocera reserves the right to reject technical support calls from individuals other than Designated Support Contacts. End User will provide Vocera in writing with the name and contact information of each Designated Support Contact and will notify Vocera promptly of any changes in End User’s list of Designated Support Contacts. E-mail sent to xxxxxxx@xxxxxx.xxx will satisfy the foregoing notification requirements.
5.3 6.3 Before escalating a problem to Vocera, End User’s staff must escalate the problem internally to a Designated Support Contact, and End User must otherwise follow the Vocera defined escalation process and provide a description of the provided problem as requested by Vocera.
5.4 6.4 To help Vocera ensure that its Products meet the highest quality standards, End User will notify Vocera of any material failure, malfunction or error that End User detects in the Products, within 15 days of detecting the Product issue, and will provide Vocera with information to assist with determination and analysis of the problem.
5.5 6.5 In cases where End User requires Product support assistance from Vocera, End User will arrange for a remote access and connectivity to the System. Such access shall be remote, originating from Vocera’s support center and requiring the use of the Internet.
5.6 6.6 End User will assign one of the Designated Support Contacts as a project manager responsible for success of deployment and on-going user satisfaction with Vocera Products. The project manager’s responsibilities must include at a minimum, but not by way of limitation, (i) implementation of internal processes and procedures for use and maintenance of Vocera Products, (ii) regular audits that include evaluation of user behavior and skills with Vocera Products and assessment of user satisfaction with the Vocera Products, (iii) documenting user feedback and providing findings to Vocera on as-requested basis, (iv) assuring user training compliance and on-going knowledge dissemination and training and (v) acting as a liaison between End User and Vocera.
5.7 6.7 End User shall ensure that the Products and End User’s Operating Environment follow regular IT maintenance schedules. The maintenance schedules must include at a minimum, but not by way of limitation, installation and testing of applicable Vocera Software versions, server operating system updates and maintenance, anti-virus update and maintenance, regular review and analysis of system logs, and regularly scheduled back-ups.installation
5.8 For all Customer Hosted Software other than the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, 6.8 End User must install and test the initial Software, and each subsequent Software Update. All emergency fixes for End User’s specific installation must be installed and tested as soon as practicable, and must be maintained until installation of the next service pack or Software Release. All service packs or build updates must be installed and verified in the End User’s environment within three months of general availability. All other Software Updates must be installed and verified in the End User’s environment within six months of general availability (or such shorter period as Vocera reasonably advises is required, on a case-by-case basis, to avoid impaired operation and reliability of the Software). Vocera will have no obligation to provide Error Resolution for an Error or defect which has been repaired in a more current Software Update.
5.9 For the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, installation of software updates will be scheduled in consultation with the customer and, in some cases (e.g., security patches), may require an expedited process. It is preferred that updates occur during normal business hours, since this is when both hospital, interoperability vendor partners, and Vocera support engineers are most readily available. Vocera understands the primary objective is to minimize the impact to patients, so Vocera will accommodate after-hours upgrades, as necessary. All software updates are delivered remotely to the hospital via secure download protocols. The ability to access these updates requires outbound access to an Internet-based update server on ports 22 and 443.
5.10 6.9 For both Customer Hosted Software, as well as Vocera Hosted Services if applicable, End User is responsible for the proper operation and maintenance of End User’s Operating Environment. For Customer Hosted Software, this includes End User’s wireless local area network, including access points, antennas, controllers and controller firmware versions compatible with the Voice Communications Software (“WLAN”). End User’s WLAN must be designed, implemented and installed with capacity and coverage suitable for a voice application. End User acknowledges that Vocera may recommend changes to the Operating Environment to resolve certain issues, e.g., where the End User’s WLAN does not comply with Vocera’s WLAN guidelines in its Infrastructure Planning Guide available upon request.
5.11 6.10 For Vocera Hosted Services, End User Customer must provide necessary connectivity for any integration needs between the Vocera Hosted Service and Customer Hosted Software.
5.12 End User personnel should not make any changes to component of the Engage software solution that interoperates with an FDA regulated medical device such as patient monitoring, ventilators, etc. All changes to clinical workflow, whether implemented by End User or Vocera, should be formally approved according to End User’s
Appears in 1 contract
Samples: Master Purchase Agreement
Conditions to Delivery of Support. Vocera’s delivery of Support for Customer Hosted Software is subject to and conditioned on the following:
5.1 6.1 End User must obtain User Support and Operational Support as provided above.
5.2 6.2 End User must appoint a minimum of two individuals, up to the maximum specified in the appropriate column in Tables 2.1 Table 1.1, 1.2 or 2.2 1.3 above (as applicable) for End User’s Support Offering, to serve as the Designated Support Contacts contacts between End User and VoceraVocera (“Designated Support Contacts”). A Designated Support Contact should have an understanding of the Product components and features (such is as obtained through attending Vocera training courses), have a working knowledge of wired and wireless networks, and End User’s Operating Environment. Only Designated Support Contacts may escalate technical support requests to Vocera. Vocera reserves the right to reject technical support calls from individuals other than Designated Support Contacts. End User will provide Vocera in writing with the name and contact information of each Designated Support Contact and will notify Vocera promptly of any changes in End User’s list of Designated Support Contacts. E-mail sent to xxxxxxx@xxxxxx.xxx will satisfy the foregoing notification requirements.understanding
5.3 6.3 Before escalating a problem to Vocera, End User’s staff must escalate the problem internally to a Designated Support Contact, and End User must otherwise follow the Vocera defined escalation process and provide a description of the provided problem as requested by Vocera.
5.4 6.4 To help Vocera ensure that its Products meet the highest quality standards, End User will notify Vocera of any material failure, malfunction or error that End User detects in the Products, within 15 days of detecting the Product issue, and will provide Vocera with information to assist with determination and analysis of the problem.
5.5 6.5 In cases where End User requires Product support assistance from Vocera, End User will arrange for a remote access and connectivity to the System. Such access shall be remote, originating from Vocera’s support center and requiring the use of the Internet.
5.6 6.6 End User will assign one of the Designated Support Contacts as a project manager responsible for success of deployment and on-going user satisfaction with Vocera Products. The project manager’s responsibilities must include at a minimum, but not by way of limitation, (i) implementation of internal processes and procedures for use and maintenance of Vocera Products, (ii) regular audits that include evaluation of user behavior and skills with Vocera Products and assessment of user satisfaction with the Vocera Products, (iii) documenting user feedback and providing findings to Vocera on as-requested basis, (iv) assuring user training compliance and on-going knowledge dissemination and training and (v) acting as a liaison between End User and Vocera.
5.7 6.7 Unless End User shall is licensed to a Vocera Hosted Service, End User will ensure that the Products and End User’s Operating Environment follow regular IT maintenance schedules. The maintenance schedules must include at a minimum, but not by way of limitation, installation and testing of applicable Vocera Software versions, server operating system updates and maintenance, anti-virus update and maintenance, regular review and analysis of system logs, and regularly scheduled back-ups.
5.8 For all Customer Hosted Software other than the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, 6.8 Unless End User must install and test is licensed to a Vocera Hosted Service, the initial Software, and each subsequent Software Update, must have been installed and tested. All emergency fixes for End User’s specific installation must be installed and tested as soon as practicable, and must be maintained until installation of the next service pack or Software Release. All service packs or build updates must be installed and verified in the End User’s environment within three months of general availability. All other Software Updates must be installed and verified in the End User’s environment within six months of general availability (or such shorter period as Vocera reasonably advises is required, on a case-by-by- case basis, to avoid impaired operation and reliability of the Software). Vocera will have no obligation to provide Error Resolution for an Error or defect which has been repaired in a more current Software Update.
5.9 For the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, installation of software updates will be scheduled in consultation with the customer and, in some cases (e.g., security patches), may require an expedited process. It is preferred that updates occur during normal business hours, since this is when both hospital, interoperability vendor partners, and Vocera support engineers are most readily available. Vocera understands the primary objective is to minimize the impact to patients, so Vocera will accommodate after-hours upgrades, as necessary. All software updates are delivered remotely to the hospital via secure download protocols. The ability to access these updates requires outbound access to an Internet-based update server on ports 22 and 443.
5.10 For both Customer Hosted Software, as well as Vocera Hosted Services if applicable, 6.9 End User is responsible for the proper operation and maintenance of End User’s Operating Environment. For Customer Hosted Voice Communications Software, this includes End User’s wireless local area network, including access points, antennas, controllers and controller firmware versions compatible with the Voice Communications Software (“WLAN”). End User’s WLAN must be designed, implemented and installed with capacity and coverage suitable for a voice application. End User acknowledges that Vocera may recommend changes to the Operating Environment to resolve certain issues, e.g., where the End User’s WLAN does not comply with Vocera’s WLAN guidelines in its Infrastructure Planning Guide available upon request.
5.11 For Vocera Hosted Services, End User must provide necessary connectivity for any integration needs between the Vocera Hosted Service and Customer Hosted Software.
5.12 End User personnel should not make any changes to component of the Engage software solution that interoperates with an FDA regulated medical device such as patient monitoring, ventilators, etc. All changes to clinical workflow, whether implemented by End User or Vocera, should be formally approved according to End User’s
Appears in 1 contract
Samples: Master Purchase Agreement
Conditions to Delivery of Support. Vocera’s delivery of Support for Customer Hosted Software is subject to and conditioned on the following:
5.1 End User must obtain User Support and Operational Support as provided above.
5.2 End User must appoint a minimum of two individuals, up to the maximum specified in the appropriate column in Tables 2.1 Table 2.1, 2.2.1 or 2.2 2.2.2 above (as applicable) for End User’s Support Offering, to serve as the Designated Support Contacts between End User and Vocera. A Designated Support Contact should have an understanding of understand the Product components and features (such is as obtained through attending Vocera training courses), have a working knowledge of wired and wireless networks, and End User’s Operating Environment. Only Designated Support Contacts may escalate technical support requests to Vocera. Vocera reserves the right to reject technical support calls from individuals other than Designated Support Contacts. End User will provide Vocera in writing with the name and contact information of each Designated Support Contact and will notify Vocera promptly of any changes in End User’s list of Designated Support Contacts. E-mail sent to xxxxxxx@xxxxxx.xxx xxxxxxxxx@xxxxxxx.xxx will satisfy the foregoing notification requirements.
5.3 Before escalating a problem to Vocera, End User’s staff must escalate the problem internally to a Designated Support Contact, and End User must otherwise follow the Vocera defined escalation process and provide a description of the problem as requested by VoceraXxxxxx.
5.4 To help Vocera ensure that its Products meet the highest quality standards, End User will notify Vocera of any material failure, malfunction or error that End User detects in the Products, within 15 days of detecting the Product issue, and will provide Vocera with information to assist with determination and analysis of the problem.
5.5 In cases where End User requires Product support assistance from VoceraVocera for Customer Hosted Software, End User will arrange for a remote access and connectivity to the System. Such access shall be remote, originating from Vocera’s support center and requiring the use of the Internet.
5.6 End User will assign one of the Designated Support Contacts as a project manager responsible for success of deployment and on-going user satisfaction with Vocera Products. The project manager’s responsibilities must include at a minimum, but not by way of limitation, (i) implementation of internal processes and procedures for use and maintenance of Vocera Products, (ii) regular audits that include evaluation of user behavior and skills with Vocera Products and assessment of user satisfaction with the Vocera Products, (iii) documenting user feedback and providing findings to Vocera on as-requested basis, (iv) assuring user training compliance and on-going knowledge dissemination and training and (v) acting as a liaison between End User and Vocera.
5.7 End User shall ensure that the Products and End User’s Operating Environment follow regular IT maintenance schedules. The maintenance schedules must include at a minimum, but not by way of limitation, installation and testing of applicable Vocera Software versions, server operating system updates and maintenance, anti-virus update and maintenance, regular review and analysis of system logs, and regularly scheduled back-ups.
5.8 For all Customer Hosted Software other than the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, End User must install and test the initial Software, and each subsequent Software Update. All emergency fixes for End User’s specific installation must be installed and tested as soon as practicable, practicable and must be maintained until installation of the next service pack or Software Release. All service packs or build updates must be installed and verified in the End User’s environment within three months of general availability. All other Software Updates must be installed and verified in the End User’s environment within six months of general availability (or such shorter period as Vocera reasonably advises is required, on a case-by-case basis, to avoid impaired operation and reliability of the Software). Vocera will have no obligation to provide Error Resolution for an Error or defect which has been repaired in a more current Software Update.
5.9 For the Engage and Platform 6 (versions6.0 versions 6.0 and later until Vocera announces otherwise) software Customer Hosted Software solutions, installation of software updates will be scheduled in consultation with the customer and, in some cases (e.g., security patches), may require an expedited process. It is preferred that updates occur during normal business hours, since this is when both hospital, interoperability vendor partners, and Vocera support engineers are most readily available. Vocera understands the primary objective is to minimize the impact to patients, so Vocera will accommodate after-hours upgrades, as necessary. All software updates are delivered remotely to the hospital via secure download protocols. The ability to access these updates requires outbound access to an Internet-based update server on ports 22 and 443.
5.10 For both Customer Hosted Software, as well as Vocera Hosted Cloud Services if applicable, End User is responsible for the proper operation and maintenance of End User’s Operating Environment. For Customer Hosted Software, this includes End User’s wireless local area network, including access points, antennas, controllers and controller firmware versions compatible with the Voice Communications Software (“WLAN”). End User’s WLAN must be designed, implemented and installed with capacity and coverage suitable for a voice application. End User acknowledges that Vocera may recommend changes to the Operating Environment to resolve certain issues, e.g., where the End User’s WLAN does not comply with Vocera’s WLAN guidelines in its Infrastructure Planning Guide available upon request.
5.11 For Vocera Hosted Cloud Services, End User must provide necessary connectivity for any integration needs between the Vocera Hosted Service Cloud Services and Customer Hosted Software.
5.12 End User personnel should not make any changes to component of the Engage software solution that interoperates with an FDA regulated medical device such as patient monitoring, ventilators, etc. All changes to clinical workflow, whether implemented by End User or Vocera, should be formally approved according to End User’s’s applicable internal protocols. End User personnel making changes to the Engage software solution should receive formal Vocera Engage administrator training. Vocera also strongly encourages End User to limit the number of people who have Engage Advanced Support permissions to administer and make changes in order to reduce the chance of destabilizing End User’s system and implementing inconsistencies. Vocera strongly advises End User to keep Vocera technical support informed of changes made to the Engage software solution. Vocera cannot consult or provide advice on changes that have the potential to cause adverse impact to patient care and safety, without knowledge of the changes being considered.
Appears in 1 contract
Samples: Master Purchase Agreement
Conditions to Delivery of Support. Vocera’s delivery of Support for Customer Hosted Software is subject to and conditioned on the following:
5.1 End User must obtain User Support and Operational Support as provided above.
5.2 End User must appoint a minimum of two individuals, up to the maximum specified in the appropriate column in Tables 2.1 or and 2.2 above (as applicable) for End User’s Support Offering, to serve as the Designated Support Contacts between End User and Vocera. A Designated Support Contact should have an understanding of the Product components and features (such is as obtained through attending Vocera training courses), have a working knowledge of wired and wireless networks, and End User’s Operating Environment. Only Designated Support Contacts may escalate technical support requests to Vocera. Vocera reserves the right to reject technical support calls from individuals other than Designated Support Contacts. End User will provide Vocera in writing with the name and contact information of each Designated Support Contact and will notify Vocera promptly of any changes in End User’s list of Designated Support Contacts. E-mail sent to xxxxxxx@xxxxxx.xxx will satisfy the foregoing notification requirements.
5.3 Before escalating a problem to Vocera, End User’s staff must escalate the problem internally to a Designated Support Contact, and End User must otherwise follow the Vocera defined escalation process and provide a description of the problem as requested by Vocera.
5.4 To help Vocera ensure that its Products meet the highest quality standards, End User will notify Vocera of any material failure, malfunction or error that End User detects in the Products, within 15 days of detecting the Product issue, and will provide Vocera with information to assist with determination and analysis of the problem.
5.5 In cases where End User requires Product support assistance from Vocera, End User will arrange for a remote access and connectivity to the System. Such access shall be remote, originating from Vocera’s support center and requiring the use of the Internet.
5.6 End User will assign one of the Designated Support Contacts as a project manager responsible for success of deployment and on-going user satisfaction with Vocera Products. The project manager’s responsibilities must include at a minimum, but not by way of limitation, (i) implementation of internal processes and procedures for use and maintenance of Vocera Products, (ii) regular audits that include evaluation of user behavior and skills with Vocera Products and assessment of user satisfaction with the Vocera Products, (iii) documenting user feedback and providing findings to Vocera on as-requested basis, (iv) assuring user training compliance and on-going knowledge dissemination and training and (v) acting as a liaison between End User and Vocera.
5.7 End User shall ensure that the Products and End User’s Operating Environment follow regular IT maintenance schedules. The maintenance schedules must include at a minimum, but not by way of limitation, installation and testing of applicable Vocera Software versions, server operating system updates and maintenance, anti-virus update and maintenance, regular review and analysis of system logs, and regularly scheduled back-ups.
5.8 For all Customer Hosted Software other than the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, End User must install and test the initial Software, and each subsequent Software Update. All emergency fixes for End User’s specific installation must be installed and tested as soon as practicable, and must be maintained until installation of the next service pack or Software Release. All service packs or build updates must be installed and verified in the End User’s environment within three months of general availability. All other Software Updates must be installed and verified in the End User’s environment within six months of general availability (or such shorter period as Vocera reasonably advises is required, on a case-by-case basis, to avoid impaired operation and reliability of the Software). Vocera will have no obligation to provide Error Resolution for an Error or defect which has been repaired in a more current Software Update.
5.9 For the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, installation of software updates will be scheduled in consultation with the customer and, in some cases (e.g., security patches), may require an expedited process. It is preferred that updates occur during normal business hours, since this is when both hospital, interoperability vendor partners, and Vocera support engineers are most readily available. Vocera understands the primary objective is to minimize the impact to patients, so Vocera will accommodate after-hours upgrades, as necessary. All software updates are delivered remotely to the hospital via secure download protocols. The ability to access these updates requires outbound access to an Internet-based update server on ports 22 and 443.
443 5.10 For both Customer Hosted Software, as well as Vocera Hosted Services if applicable, End User is responsible for the proper operation and maintenance of End User’s Operating Environment. For Customer Hosted Software, this includes End User’s wireless local area network, including access points, antennas, controllers and controller firmware versions compatible with the Voice Communications Software (“WLAN”). End User’s WLAN must be designed, implemented and installed with capacity and coverage suitable for a voice application. End User acknowledges that Vocera may recommend changes to the Operating Environment to resolve certain issues, e.g., where the End User’s WLAN does not comply with Vocera’s WLAN guidelines in its Infrastructure Planning Guide available upon request.
5.11 For Vocera Hosted Services, End User must provide necessary connectivity for any integration needs between the Vocera Hosted Service and Customer Hosted Software.
5.12 End User personnel should not make any changes to component of the Engage software solution that interoperates with an FDA regulated medical device such as patient monitoring, ventilators, etc. All changes to clinical workflow, whether implemented by End User or Vocera, should be formally approved according to End User’s
Appears in 1 contract
Conditions to Delivery of Support. Vocera’s delivery of Support for Customer Hosted Software is subject to and conditioned on the following:
5.1 End User must obtain User Support and Operational Support as provided above.
5.2 End User must appoint a minimum of two individuals, up to the maximum specified in the appropriate column in Tables 2.1 Table 2.1, 2.2.1 or 2.2 2.2.2 above (as applicable) for End User’s Support Offering, to serve as the Designated Support Contacts between End User and Vocera. A Designated Support Contact should have an understanding of understand the Product components and features (such is as obtained through attending Vocera training courses), have a working knowledge of wired and wireless networks, and End User’s Operating Environment. Only Designated Support Contacts may escalate technical support requests to Vocera. Vocera reserves the right to reject technical support calls from individuals other than Designated Support Contacts. End User will provide Vocera in writing with the name and contact information of each Designated Support Contact and will notify Vocera promptly of any changes in End User’s list of Designated Support Contacts. E-mail sent to xxxxxxx@xxxxxx.xxx xxxxxxxxx@xxxxxxx.xxx will satisfy the foregoing notification requirements.
5.3 Before escalating a problem to Vocera, End User’s staff must escalate the problem internally to a Designated Support Contact, and End User must otherwise follow the Vocera defined escalation process and provide a description of the problem as requested by VoceraXxxxxx.
5.4 To help Vocera ensure that its Products meet the highest quality standards, End User will notify Vocera of any material failure, malfunction or error that End User detects in the Products, within 15 days of detecting the Product issue, and will provide Vocera with information to assist with determination and analysis of the problem.
5.5 In cases where End User requires Product support assistance from VoceraVocera for Customer Hosted Software, End User will arrange for a remote access and connectivity to the System. Such access shall be remote, originating from Vocera’s support center and requiring the use of the Internet.
5.6 End User will assign one of the Designated Support Contacts as a project manager responsible for success of deployment and on-going user satisfaction with Vocera Products. The project manager’s responsibilities must include at a minimum, but not by way of limitation, (i) implementation of internal processes and procedures for use and maintenance of Vocera Products, (ii) regular audits that include evaluation of user behavior and skills with Vocera Products and assessment of user satisfaction with the Vocera Products, (iii) documenting user feedback and providing findings to Vocera on as-requested basis, (iv) assuring user training compliance and on-going knowledge dissemination and training and (v) acting as a liaison between End User and Vocera.
5.7 End User shall ensure that the Products and End User’s Operating Environment follow regular IT maintenance schedules. The maintenance schedules must include at a minimum, but not by way of limitation, installation and testing of applicable Vocera Software versions, server operating system updates and maintenance, anti-virus update and maintenance, regular review and analysis of system logs, and regularly scheduled back-ups.
5.8 For all Customer Hosted Software other than the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, End User must install and test the initial Software, and each subsequent Software Update. All emergency fixes for End User’s specific installation must be installed and tested as soon as practicable, practicable and must be maintained until installation of the next service pack or Software Release. All service packs or build updates must be installed and verified in the End User’s environment within three months of general availability. All other Software Updates must be installed and verified in the End User’s environment within six months of general availability (or such shorter period as Vocera reasonably advises is required, on a case-by-case basis, to avoid impaired operation and reliability of the Software). Vocera will have no obligation to provide Error Resolution for an Error or defect which has been repaired in a more current Software Update.
5.9 For the Engage and Platform 6 (versions6.0 versions 6.0 and later until Vocera announces otherwise) software Customer Hosted Software solutions, installation of software updates will be scheduled in consultation with the customer and, in some cases (e.g., security patches), may require an expedited process. It is preferred that updates occur during normal business hours, since this is when both hospital, interoperability vendor partners, and Vocera support engineers are most readily available. Vocera understands the primary objective is to minimize the impact to patients, so Vocera will accommodate after-hours upgrades, as necessary. All software updates are delivered remotely to the hospital via secure download protocols. The ability to access these updates requires outbound access to an Internet-based update server on ports 22 and 443.
5.10 For both Customer Hosted Software, as well as Vocera Hosted Services if applicable, Software End User is responsible for the proper operation and maintenance of End User’s Operating Environment. For Customer Hosted Software, this includes End User’s wireless local area network, including access points, antennas, controllers and controller firmware versions compatible with the Voice Communications Software (“WLAN”). End User’s WLAN must be designed, implemented and installed with capacity and coverage suitable for a voice application. End User acknowledges that Vocera may recommend changes to the Operating Environment to resolve certain issues, e.g., where the End User’s WLAN does not comply with Vocera’s WLAN guidelines in its Infrastructure Planning Guide available upon request.
5.11 For Vocera Hosted Services, End User must provide necessary connectivity for any integration needs between the Vocera Hosted Service and Customer Hosted Software.
5.12 End User personnel should not make any changes to component of the Engage software solution that interoperates with an FDA regulated medical device such as patient monitoring, ventilators, etc. All changes to clinical workflow, whether implemented by End User or Vocera, should be formally approved according to End User’s’s applicable internal protocols. End User personnel making changes to the Engage software solution should receive formal Vocera Engage administrator training. Vocera also strongly encourages End User to limit the number of people who have Engage Advanced Support permissions to administer and make changes in order to reduce the chance of destabilizing End User’s system and implementing inconsistencies. Vocera strongly advises End User to keep Vocera technical support informed of changes made to the Engage software solution. Vocera cannot consult or provide advice on changes that have the potential to cause adverse impact to patient care and safety, without knowledge of the changes being considered.
Appears in 1 contract
Samples: Master Purchase Agreement
Conditions to Delivery of Support. Vocera’s delivery of Support for Customer Hosted Software is subject to and conditioned on the following:
5.1 End User must obtain User Support and Operational Support as provided above.
5.2 End User must appoint a minimum of two individuals, up to the maximum specified in the appropriate column in Tables 2.1 or 2.2 above (as applicable) for End User’s Support Offering, to serve as the Designated Support Contacts contacts between End User and VoceraVocera (“Designated Support Contacts”). A Designated Support Contact should have an understanding of the Product Subscription Services components and features (such is as obtained through attending Vocera training courses)features, have a working knowledge of wired and wireless networks, and End User’s Operating Environment. Only Designated Support Contacts may escalate technical support requests to Vocera. Vocera reserves the right to reject technical support calls from individuals other than Designated Support Contacts. End User will provide Vocera in writing with the name and contact information of each Designated Support Contact and will notify Vocera promptly of any changes in End User’s list of Designated Support Contacts. E-mail sent to xxxxxxx@xxxxxx.xxx or Xxxxxxx@xxxxxxxxxxxxx.xxx will satisfy the foregoing notification requirements.
5.3 Before escalating a problem to Vocera, End User’s staff must escalate the problem internally to a Designated Support Contact, and End User must otherwise follow the Vocera defined escalation process and provide a description of the provided problem as requested by Vocera.
5.4 To help Vocera ensure that its Products products meet the highest quality standards, End User will notify Vocera of any material failure, malfunction or error that End User detects in the ProductsSubscription Services, within 15 days of detecting the Product issue, and will provide Vocera with information reasonably requested by Vocera to assist with determination and analysis of the problem.
5.5 In cases where End User requires Product support Support assistance from Vocera, End User will arrange for a remote access and connectivity to the System. Such access shall be remote, originating from Vocera’s support center and requiring the use of the Internet.
5.6 End User will assign one of the Designated Support Contacts as a project manager responsible for success of deployment and on-going user satisfaction with Vocera Productsthe ExperiaHealth Solutions. The project manager’s responsibilities must include at a minimum, but not by way of limitation, (i) implementation of internal processes and procedures for use and maintenance of Vocera ProductsExperiaHealth Solutions, (ii) regular audits that include evaluation of user behavior and skills with Vocera Products ExperiaHealth Solutions and assessment of user satisfaction with the Vocera ProductsExperiaHealth Solutions, (iii) documenting user feedback and providing findings to Vocera on as-requested basis, (iv) assuring user training compliance and on-on- going knowledge dissemination and training and (v) acting as a liaison between End User and Vocera.
5.7 End User shall ensure that the Products and End User’s Operating Environment follow regular IT maintenance schedules. The maintenance schedules must include at a minimum, but not by way of limitation, installation and testing of applicable Vocera Software versions, server operating system updates and maintenance, anti-virus update and maintenance, regular review and analysis of system logs, and regularly scheduled back-ups.
5.8 For all Customer Hosted Software other than the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, End User must install and test the initial Software, and each subsequent Software Update. All emergency fixes for End User’s specific installation must be installed and tested as soon as practicable, and must be maintained until installation of the next service pack or Software Release. All service packs or build updates must be installed and verified in the End User’s environment within three months of general availability. All other Software Updates must be installed and verified in the End User’s environment within six months of general availability (or such shorter period as Vocera reasonably advises is required, on a case-by-case basis, to avoid impaired operation and reliability of the Software). Vocera will have no obligation to provide Error Resolution for an Error or defect which has been repaired in a more current Software Update.
5.9 For the Engage and Platform 6 (versions6.0 and later until Vocera announces otherwise) software solutions, installation of software updates will be scheduled in consultation with the customer and, in some cases (e.g., security patches), may require an expedited process. It is preferred that updates occur during normal business hours, since this is when both hospital, interoperability vendor partners, and Vocera support engineers are most readily available. Vocera understands the primary objective is to minimize the impact to patients, so Vocera will accommodate after-hours upgrades, as necessary. All software updates are delivered remotely to the hospital via secure download protocols. The ability to access these updates requires outbound access to an Internet-based update server on ports 22 and 443.
5.10 For both Customer Hosted Software, as well as Vocera Hosted Services if applicable, End User is responsible for the proper operation and maintenance of End User’s Operating Environment. For Customer Hosted Software, this includes End User’s wireless local area network, including access points, antennas, controllers and controller firmware versions compatible with the Voice Communications Software (“WLAN”). End User’s WLAN must be designed, implemented and installed with capacity and coverage suitable for a voice application. End User acknowledges that Vocera may recommend changes to the Operating Environment to resolve certain issues, e.g., where the End User’s WLAN does not comply with Vocera’s WLAN guidelines in its Infrastructure Planning Guide available upon request.
5.11 For Vocera Hosted Services, End User must provide necessary connectivity for any integration needs between the Vocera Hosted Service and Customer Hosted Software.
5.12 End User personnel should not make any changes to component of the Engage software solution that interoperates with an FDA regulated medical device such as patient monitoring, ventilators, etc. All changes to clinical workflow, whether implemented by End User or Vocera, should be formally approved according to End User’s
Appears in 1 contract
Samples: Master Subscription Agreement
