Documentation and Support. (a) FarrWest will maintain all service records and provide a copy of those records to Williamson County. Farrwest will also provide a login to the Farrwest customer portal in order to obtain copies of calibration and repair documents.
Documentation and Support. We may provide you with access to online FAQs, information, tips and other materials to help you use Lookout Services (the “Documentation”, currently available here). Any additional Lookout support services (such as email or phone support) are provided at our discretion, and you understand and agree that Lookout may discontinue and/or change its support services (including by modifying support hours and communication channels) at any time without liability to you. To the extent permitted by applicable law all Documentation and support services are provided “AS IS” without warranty of any kind. Lookout does not guarantee that errors will be resolved, that our Documentation or responses will be accurate or that responses will be timely. If you have obtained any Lookout Services from one of Lookout’s Distributors, that Distributor has no responsibility to provide you with any warranty, maintenance or support services with respect to the Lookout Services or for otherwise addressing any issue or claim with Lookout Services.
Documentation and Support. OKIDATA grants JetFax the right to use and modify OKIDATA user and service documentation for distribution to JetFax customers as necessary only for use and maintenance of JetFax products to the extent that these products incorporate products purchased under this Agreement. JetFax will place a copyright notice in any such reproduction or derivative work acknowledging OKIDATA's copyrights. JetFax will not use any OKIDATA trademark without an appropriate statement acknowledging OKIDATA's ownership of the xxxx. OKIDATA will use reasonable efforts to assist in the development of, diagnose problems in and provide ongoing assistance for its deliverables. OKIDATA will provide all documentation necessary for JetFax to obtain safety and certification approvals.
Documentation and Support. 14 V. QUALITY ASSURANCE. . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Documentation and Support. 6.1 The Supplier undertakes to provide the Buyer with the support necessary as regards the application of processes and advance quality planning that relates to the Product. The Supplier shall continuously accept and act on the Buyer’s directives to be given from time to time pursuant hereto.
Documentation and Support. ITS will supply with each of the Products ordered one set of user and technical documentation and one set of software in reproducible form. COMWARE may purchase additional copies of the documentation and software disks at then prevailing prices. COMWARE will receive minimal assistance and support from ITS consistent with the certifications in Section 1.
Documentation and Support. The applicable Merchant agreement with the corresponding terms of the relevant BankID Services is available to Distributor at any time. The Company shall make the necessary Documentation available to Distributor. Documentation and information for connection to the Company's API are provided in the distributor portal. The Company shall further ensure that Distributor has access to support cf. section 4. 6.7, for Distributor to provide support to its Merchants. If extended support is required, a separate agreement is entered between the Parties.
Documentation and Support. Provide comprehensive documentation and post-implementation support to guarantee smooth business-as-usual operations. • Rigorous Testing: Perform pre-testing, user acceptance and go-live production testing across various phases of the project lifecycle to verify compliance with functional and non- functional requirements. Requirements for testing may differ, depending on the solution implemented, but must include as a minimum either all or a selection of the following types of testing: load, error detection, security weaknesses, accuracy of data porting, integration, system, regression, performance and security testing. • Ensure solution architecture and data architecture complies, at a minimum, with relevant IT standards such as NIST, COBIT, TOGAF, ISO 27000, POPIA, MFMA, Data Strategy etc. as prescribed by the City of Cape Town. Table 37.2: Maintenance Key performance indicator (KPI) Response Target Announcements time Target Resolutio n Time Service Target Reporting Penalty (%) per purchase order Security patches that form part of entire solution (Including 3rd party components, libraries or services installed as part of the software) Announcement of security threat and plan to resolve. 1 Week Monthly cycle 90% Monthly report on response times 20% Software faults Announcement of software faults and plan to resolve. 1 Week Monthly cycle 90% Monthly report on planning 15% New features Announcement of new features with impact plan. 2 weeks 3 months 90% Monthly report on response times 5% Upgrades Announcement of new features with impact plan. 1 month 6 months 90% Monthly report on response times 5% Table 37.3: Support Key performance indicator (KPI) Response Severity Target Response Time Target Resolution Time Service Target Reporting Route Cause Analysis Report Penalty (%) per purchase order Service Repair Immediate and Priority 1 15 4 Hours 90% Monthly 4 Weeks 20% Support sustained minutes report on after effort, using all response resolution available times resources until resolved. On- call procedures activated, vendor support invoked Service Repair Support Team Priority 2 60 8 Hours 90% Monthly 4 Weeks 15% Support responds minutes report on after immediately, response resolution assess the times situation, may interrupt other staff working normal or moderate priority jobs for assistance Service Repair Respond using Priority 3 2 business 12 Hours 90% Monthly 4 Weeks 10% Support standard hours report on after procedures response resolution and operating ...
Documentation and Support
