Description of Support Services Sample Clauses
Description of Support Services. 7.3.1 StarTraq will provide the Customer with all or any of the following Support Services:
Description of Support Services. Commencing on the date set forth in the applicable Schedule, Company will provide Customer with Support Services under Company’s Support Services policies in effect on the date such Services are ordered for the fees specified in the applicable Schedule. A current copy of Company’s Support Services policies as of the Effective Date is attached as an Exhibit (“Description of Support Services”). Company may change this Exhibit on written notice (which may include posting the changed Exhibit in Company’s support portal) if the proposed changes provide for standards of service that are at least as beneficial to Customer as those provided in the then-current Exhibit. Support Services for Software licenses purchased subsequent to Customer’s initial purchase will be co-terminated with Support Services applicable to the licenses initially purchased by Customer. All maintenance and support solutions, including Updates, constitute Software and are subject to this Agreement. If Customer purchases Support Services, Customer must purchase Support Services for all quantities of the Software products that it has licensed. Each license grant is incremental to all prior license grants and consequently each grant is subject to additional Support Services.
Description of Support Services. Chewy’s use of specified facilities leased by PetSmart or its subsidiaries • PetSmart assistance in coordinating the administration or testing of any 401(k) or similar employee benefit plan under which the Parties are deemed to be within the same “control group”, but excluding any health and wellness plans • Chewy’s inclusion on specified insurance and similar policies obtained by PetSmart and claims management assistance • Management support, as agreed between Chewy and PetSmart from time to time • Corporate filings and other specified administrative support, including: • Business licenses and registrations • Annual state and local corporate filings/reports • Tax filings other than Tax Returns prepared on a consolidated, combined, or unitary basis, which costs and/or expenses are allocated pursuant to Section 3.6 • Excluding any filings with the Securities and Exchange Commission or other agencies related to Chewy being a publicly traded company • Procurement support • Other corporate or administrative support services as agreed to in writing by the Parties
Description of Support Services a. In the provision of the Support Services, PubNub will use commercially reasonable efforts to provide support during the periods set forth above for the applicable level of support, which will consist of:
i. receiving the Customer communication, recording it and sending a confirmation of receipt to Customer; ii. qualifying the Issue; and
Description of Support Services. Support Services are described in the then-current Liquidware Customer Support Policy located at xxxx://xxx.xxxxxxxxxx.xxx/content/pdf/documents/support/Liquidware-Customer-Support-Policy.pdf, which is subject to change at the discretion of Liquidware.
Description of Support Services. Waypoint Global LLC will provide support 9 hours a day, 5 days a week for “Sev 1” (Severity 1) system down issues, “Sev 2” (Severity 2) and “Sev 3” (Severity 3) issues. WPG provides support during the standard hours of the WPG Customer Support Call Center. • 8:00 AM to 5:00 PM Eastern Standard Time (EST) • Support after hours may be billed on an hourly rate with a 2 hour minimum. • For service options, after hours rates or training fees, please contact Waypoint Global Customer Service Department at 844-827-8254 ext. 3, 317-268-3959 ext. 3 or xxxx@xxxxxxxxxxxxxx.xxx. WPG will provide support services for the then-current and supported earlier versions of the Software only. Support Services shall consist of the following: (i) provide Software support via telephone, or E-mail, during the hours/days listed above; (ii) use commercially reasonable measures to ensure that the Software conforms in all material respects to the Documentation in effect from time to time, including modifying the Documentation; and (iii) delivery of all Updates of the Software upon request by the Customer. Updates, in the form of Major, Minor, Resolution, or Patch releases, may incorporate (i) corrections of any “Sev 1” (Severity 1), “Sev 2” (Severity 2) priority defects, (ii) fixes of any Sev 3 (Severity 3) priority defects, and (iii) any planned functional enhancements to the appropriate software or modules purchased by the Customer. WPG shall have no obligation to (i) install Updates without entering into a separate Statement of Work, (ii) support Software that has been altered, damaged, or modified by Customer, (iii) fix errors caused by Customer’s negligence, hardware malfunction, or other causes beyond the reasonable control of WPG, (iv) support Software installed in a hardware or operating environment not supported by WPG, (v) correct any defects in software customized for the Customer by WPG if the warranty period (if applicable) for defect resolution has expired without entering into a maintenance agreement for custom software or separate statement of work under a Master Services Agreement, (vi) provide on-site support or training, (vii) provide training or answer training- related/”how to” questions without entering into a separate statement of work under a Master Services Agreement, (viii) support hardware, operating system or database-related administration and/or performance tuning issues, (ix) support third-party applications not provided by WPG, (x) server to server migr...
Description of Support Services. 3.1 The Support Services will only be provided during the Support Hours. The Provider does not have to provide any Support Services outside Support Hours unless it agrees otherwise in writing. Support Services supplied outside Support Hours may be charged for on a time and materials basis. Use of the helpdesk, and reports of suspected or actual Errors may only be made to the Provider by the Customer Representative.
3.2 The helpdesk service shall be provided as follows:
(a) The service may be accessed during Support Hours by emailing the address referred to in the Support Schedule.
(b) The Provider will make sure that suitably qualified staff are available on the helpdesk during the hours referred to.
(c) The Provider's staff will use their reasonable efforts to resolve any reasonable query relating to the Supported Software or its use or operation referred to them by the Customer's staff.
3.3 The Error correction service shall be provided as follows:
(a) An "Error" for these purposes is:
(i) any failure by the Supported Software to operate in all material respects in accordance with the User Manuals that apply to it; or
(ii) any other material defect in the Supported Software which has an adverse effect on its use or operation. Problems arising from the causes listed in clause 4 of the Support Terms will not be treated as Errors for the purpose of this Agreement.
(b) If an apparent Error in the Supported Software occurs, the Customer must notify the Provider as soon as it is reasonably possible to do so. Notification will be by e-mail (via e-mail address referred to in the Support Schedule).
(c) Once it has received notification of an Error, the Provider will allocate the Error a reference number and will log the Error.
(d) The Provider will then use its reasonable efforts to correct the Error and provide the Customer with a corrected version of the Supported Software within the time limits set out below. The time limits vary according to the nature and severity of the Error. The Provider will be responsible for determining how severe the Error is (and therefore what time limits apply). If the Customer is unhappy with the severity level assigned to a given Error by the Provider, it may invoke the escalation procedure referred to in the Support Schedule in order to try and reach agreement on whether or not a different severity level should be applied.
(e) The time limits in this clause 3.3 of the Support Terms are not absolute. The Provider's obligation is ...
Description of Support Services. The following table provides a high level description of the benefits and services received through the payment of Licensed Software Support fees: 1 Immediate Response Center ("IRC") 2 Immediate Answer Center (“IAC” or “Service Center”) Cerner’s support center that is staffed twenty four hours a day and seven days a week for the purpose of addressing and resolving client mission critical issues Xxxxxx’s support center that is available for non-mission critical problem determination, resolution, or identification of alternatives through consultative assistance on solution functionality.
Description of Support Services. Unless otherwise expressly agreed EPOS DIRECT, support services will be provided during normal UK business hours of 9.00 a.m. to 5.30 p.m. Monday to Friday, excluding Public Holidays. EPOS DIRECT warrants that it shall use all reasonable endeavours to carry out the Support Services described herein in a professional manner and shall at all times use reasonable endeavours to maintain the items supported in good working order. The periodic updates provided under support for the Software may include legislative updates the scope of which can vary considerably. Where major legislative changes take place it is expressly provided that EPOS DIRECT reserves the right to make an additional charge which shall be spread evenly over all its customers for the Software in order to cover the updates dealing with such legislative changes. Such updates are deemed to be outside of the Support Fee cost. Supported software: EPOS DIRECT will use all reasonable endeavours to respond to any request by the Customer within eight working hours of receiving notification of such need from the Customer… Error correction is provided on a reasonable effort basis, and EPOS DIRECT cannot guarantee to correct any error within any given timescale. The Customer shall endeavour to provide written notification and appropriate examples supporting any error found. Major errors that are found in software supported hereunder then EPOS DIRECT will supply any correction of same by first class post on disc or tape (as appropriate). As part of the support service EPOS DIRECT shall provide updates and releases from time to time to the software supported during the term of this Agreement. It is the Customer’s responsibility to install corrections, updates and releases to the software and for ensuring that their staffs have the capability of doing so. EPOS DIRECT shall have the right to make additional charges for services, which are required due to the Customer failing to install such items correctly. Where EPOS DIRECT have to carry out site visits for support, it reserves the right to charge over and above the annual Support Fee. EPOS DIRECT reserve the right not to deal with or to make additional charges for, reported errors in such software which: are the result of failure of equipment or other software not covered by this Agreement; Faults in mains electrical supplies or operator error; Are, or could be reasonably construed as, a lack of knowledge of the software; Are caused by air conditioning, hum...
Description of Support Services. Subject to each of the other provisions of the Agreement, Licensor shall provide the following Support Services for the applicable term: (i) the right of Named Contacts to submit Support Requests regarding Defects; and (ii) in the case of On-Premise Subscriptions, the right to obtain Updates for the licensed Products when and if such updates are made available by Licensor. All Included Support (including all support questions/comments) will be in the English language. Licensor use commercially reasonable efforts to correct Defects, only to the extent that (i) such Defects are properly reported as a Support Request by the Licensee and (ii) Licensor agrees that the problem is a Defect. Despite the foregoing, Uncovered Requests are not included as part of the Support Services. Licensee may purchase from Licensor blocks of hours of Support Services. Support Services hours may be purchased in packs of five (5) hours. Support Services hours must be used within 12 months of purchase; such hours do not accrue or “roll” into subsequent years. Licensee shall indicate to Licensor (by email sent to xxxx@xxxxxxxx.xxx) those individuals who will serve as Licensee’s Named Contacts, and Licensee shall provide to Licensor the name and email address of all Named Contacts. Licensor shall have no obligation to address Support inquiries submitted via phone or email from anyone other than Licensee’s Named Contacts. Additional Named Contacts may be purchased separately. By providing written notice (by email sent to xxxx@xxxxxxxx.xxx) and appropriate contact information, Licensee may change each Named Contact once per year for no additional fee. Despite the foregoing limitation, Licensee may, upon a material change for the Named Contact (for example, leaving Licensee or being reassigned to an unaffiliated division) transfer Named Contacts by submitting a Support ticket.