Definitions Cover Hours Sample Clauses

Definitions Cover Hours. These are the times when SAPPHIRE will provide technical support for the SAPPHIRE Anywhere Managed Infrastructure Service Contract. The Cover Hours are currently 24 x 5 Monday to Friday. However, SAPPHIRE Anywhere is available for use 24 x 7 x 365. In addition to the Cover Hours, SAPPHIRE will provide an on call P1 (System Down) technical support service at the weekends and bank holidays. Any changes made to cover hours will be agreed and documented through the formal contract change control process. CUSTOMER Working Hours These are the standard hours 9.00am to 17.30pm Monday to Friday inclusive when CUSTOMER sites are occupied. Service Outages A planned ‘Service Outage’ is one which is known about at least five days before the service outage takes place. An ‘Emergency Service Outage’ is one which is known about less than five days before the ‘Service Outage’ occurs. In some instances, ‘Emergency Service Outages’ may occur at short notice (with less than 8 hours’ notification).
Sample 1
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