Emergency After-Hours Support Sample Clauses

Emergency After-Hours Support. The helpdesk service is monitored after business hours and emergency support issues are addressed within one (1) hour. An emergency support issue is defined as an issue involving the system being down and inoperable and does not include Payer payment issues. Xxxxxx may request email notification be provided in the event the system is down and inoperable.
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Emergency After-Hours Support. If You are on a Managed Service Plan, all work performed on tasks that are both a) included in the Managed Service Plan (see Appendix I) and b) performed during normal working hours from 8am-5pm US Central Time, Monday through Friday, excluding Holidays (“Regular Business Hours”), is included in the Monthly Managed Service Fee specified above. Work performed outside of Regular Business Hours, i.e. on weekends, Holidays, and weekdays before 8:00 A.M or after 5:00 P.M. US Central Time, is not included in any unlimited helpdesk hours in any Managed Service Plan and will be billed at Our After-Hours and Emergency Rate of $300/hour. While We strive to meet the needs of all of Our clients – even after hours and on holidays – We cannot guarantee the same response times for after-hours requests as standard business hours, unless the request is clearly indicated as an Emergency and is submitted via the appropriate channels outlined in the Client Handbook. If You experience an emergency and require immediate service outside of our Regular Business Hours, You must follow the instructions in the Client Handbook for submitting an Emergency request. All such requests must clearly state the urgency of the issue and the desired timeline for a resolution. You agree that all Emergency and After-Hours Support will be billable at Our Emergency and After-Hours Rate, and that Support may not be available on Major holidays such as Christmas day or Thanksgiving Day. The following holidays are observed by Us (if a Holiday falls on a Saturday or Sunday, then the Holiday will be observed on the Friday preceding, or the Monday following, said Holiday): • Christmas Day • Christmas Eve • New Year’s Day • Good Friday
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Emergency After-Hours Support. (a) Emergency support is available only to subscribers of the emergency support program and is provided through The Support Center.
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Related to Emergency After-Hours Support

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Technical Support State Street will provide technical support to assist the Fund in using the System and the Data Access Services. The total amount of technical support provided by State Street shall not exceed 10 resource days per year. State Street shall provide such additional technical support as is expressly set forth in the fee schedule in effect from time to time between the parties (the “Fee Schedule”). Technical support, including during installation and testing, is subject to the fees and other terms set forth in the Fee Schedule.

  • User Access Transfer Agent shall have a process to promptly disable access to Fund Data by any Transfer Agent personnel who no longer requires such access. Transfer Agent will also promptly remove access of Fund personnel upon receipt of notification from Fund.

  • Network Access Control The VISION Web Site and the Distribution Support Services Web Site (the “DST Web Sites”) are protected through multiple levels of network controls. The first defense is a border router which exists at the boundary between the DST Web Sites and the Internet Service Provider. The border router provides basic protections including anti-spoofing controls. Next is a highly available pair of stateful firewalls that allow only HTTPS traffic destined to the DST Web Sites. The third network control is a highly available pair of load balancers that terminate the HTTPS connections and then forward the traffic on to one of several available web servers. In addition, a second highly available pair of stateful firewalls enforce network controls between the web servers and any back-end application servers. No Internet traffic is allowed directly to the back-end application servers. The DST Web Sites equipment is located and administered at DST’s Winchester data center. Changes to the systems residing on this computer are submitted through the DST change control process. All services and functions within the DST Web Sites are deactivated with the exception of services and functions which support the transfer of files. All ports on the DST Web Sites are disabled, except those ports required to transfer files. All “listeners,” other than listeners required for inbound connections from the load balancers, are deactivated. Directory structures are “hidden” from the user. Services which provide directory information are also deactivated.

  • Maintenance Support State Street shall use commercially reasonable efforts to correct system functions that do not work according to the System Product Description as set forth on Attachment A in priority order in the next scheduled delivery release or otherwise as soon as is practicable.

  • TECHNICAL SUPPORT SERVICES 2.1 The technical support services (the "Services"): Party A agrees to provide to Party B the relevant services requested by Party B, which are specified in Exhibit 1 attached hereto ("Exhibit 1").

  • Compliance Support Services Provide compliance policies and procedures related to services provided by BNY Mellon and, if mutually agreed, certain of the BNY Mellon Affiliates; summary procedures thereof; and periodic certification letters. · Such Compliance Support Services are administrative in nature and do not constitute, nor shall they be construed as constituting, legal advice or the provision of legal services for or on behalf of a Fund or any other person, and such services are subject to review and approval by the applicable Fund and by the Fund’s legal counsel. · Provide access to Fund records so as to permit the Fund or TRP to test the performance of BNY Mellon in providing the services under this Agreement. · Such Compliance Support Services performed by BNY Mellon under this Agreement shall be at the request and direction of the Fund and/or its chief compliance officer (the “Fund’s CCO”), as applicable. BNY Mellon disclaims liability to the Fund, and the Fund is solely responsible, for the selection, qualifications and performance of the Fund’s CCO and the adequacy and effectiveness of the Fund’s compliance program.

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