End User Satisfaction. As End-Users must be able to easily and quickly address potential billing disputes, EBI may provide the End-User or a regulatory agency on request; - The name, address, phone number and fax number of the Client. - The nature of any charge - The method of authorization. - Information as to how an End-User may cancel a service or product. In conjunction with the Agreement EBI, or Client, will provide: - A toll-free customer service number. - Dedicated staff to respond to End-Users inquiries, - Full and timely investigation Of any written dispute. - A credit or response to the End-User within 30 days of the End-User's dispute.
End User Satisfaction. End-User satisfaction will be measured in accordance with Section 6.1 of the Agreement, and Schedule A.10, Service Center Quarterly Surveys. A report will be made available to the SIPMG and other designated State representatives.
End User Satisfaction. Distributor agrees that the Products marketed under this Agreement are technically complex and require high-quality, individualized pre-marketing and post-marketing support. This support is necessary to achieve and maintain high End User satisfaction.
End User Satisfaction. MSP agrees that high End User satisfaction is a condition of its continued authorization by CA. Although CA has granted MSP a Territory-wide authority to remotely manage End Users with CA Software under the terms of this Agreement, MSP agrees that it will not market and distribute CA Software in areas where it does not have the ability to support the CA Software. In addition, to help ensure high End User satisfaction, MSP agrees to:
5.1.1. report to CA promptly and in writing all suspected and actual problems with any CA Software;
5.1.2. avoid deceptive, misleading or unethical practices that are or might be detrimental to CA or the CA Software;
5.1.3. refrain from making any false or misleading representations with regard to CA or CA Software;
5.1.4. refrain from making any representations, warranties or guarantees to customers with respect to the specifications, features or capabilities of CA Software that are inconsistent with the literature distributed by CA; and
5.1.5. provide or cause to be provided all original media and manuals accompanying each CA Software license to the End User if applicable.
End User Satisfaction. The service solutions should support the customers’ priorities by the means of enhanced and structured relationships. “Front line engagement” personnel are important aspects of a service design through which customer priorities are attended to and taken care of (Xxxxx and Xxxxxx, 2009). Xxxxx and Xxxxxx (1996) also mention that failure in customer satisfaction carries high costs. Hence realistic expectations by customers about offered services play an important factor in provider-customer relationships. Moreover, meeting or exceeding the expectations of customers is a message that consultants have been delivering to organizations for satisfaction and quality insurance (Xxxxx and Mittal, 1996). The product design phase is an important stage to help providers co-create value for customers and customers’ customers (Hurkens and Xxxxxxx, 2004) and increase Total Value of Ownership. End user satisfaction is an indicator of accomplishing this kind of value added. Xxx and Xxx (2005) introduce five end-users belief criteria about a service that form their perception of quality of a service namely Reliability, Empathy, Assurance, Tangibles and Responsiveness from provider side. They mention that end- user satisfaction is so important that it is used by researchers as an alternate to system success. A lower bound of customer satisfaction is considered below which the customer would stop using a service and start considering other alternative sources (Xxxxxx and Xxxxxxx, 1983). As such, a thorough measurement of user satisfaction is needed to weigh the shared added value of a delivered service. Xxxxxx and Xxxxxxx (1983) introduce a list of 38 factors to measure different criteria for service end-user satisfaction. Their research results rely on the fact that psychologists consider satisfaction as the sum of one’s feeling toward something and hence they suggest the average point of survey criteria to be considered as the satisfaction benchmark. Their research also confirms five factors of the mentioned list to be the most important ones in user satisfaction measurements namely Accuracy, Reliability, Timeliness, Relevancy and Confidence in system. ITIL Continual Service Improvement (2007, p. 74) suggests a number of KPIs some of which directly support customer satisfaction: (1) Improved availability (2) Reduction of service level breaches. Aforementioned literature review in addition to internal practice of the case study Tieto reveals some shared factors in measuring e...
End User Satisfaction. OEM shall maintain in force an agreement for technical support with TARANTELLA.
End User Satisfaction. CKK, Cadence and SKK shall use, and CKK shall require its Distributors to use, reasonable efforts to ensure End User satisfaction, and to maintain the good reputation of the Products and of Cadence. CKK, Cadence and SKK understands and agrees, and CKK shall require its Distributors to agree, that there may be a lag time between any reduction in End User satisfaction and a decrease in Sales of the Product; consequently, CKK, Cadence and SKK shall each have the right to conduct a survey of End User satisfaction at any time during the Term. Such a survey shall evaluate End User satisfaction both on an overall basis, and on an End User-by-End User basis.
End User Satisfaction. Partner agrees that high End User satisfaction is a condition of its continued authorization by GroupLink. To ensure high End User satisfaction, Partner agrees not to market the Products directly or indirectly through any on-line or direct bartering/auction services, such as eBay, etc. In addition, Partner agrees to:
9.1 At GroupLink’s request (but not more often than four times a year), Partner shall provide GroupLink with an up-to-date mailing list, in electronic format, of all customers of GroupLink’s Products and services incorporating GroupLink’s Products. Partner shall identify these customers by name, e-mail address, postal address, and Product ("Customer List"). Partner agrees that GroupLink may use the Customer Lists for the purpose of marketing updates, upgrades, new releases and versions, and other products related to the GroupLink Products directly to such customers. Partner agrees to use reasonable efforts to provide GroupLink with customer references regarding the GroupLink Products;
9.2 GroupLink (with regard to providing Partner with Product support) and Partner will us e the Customer List for the successful operation of the Products upon and after installation;
9.3 Use, in its own business, a not-for-resale copy of one or more GroupLink Products as well as provide and maintain a reasonable messaging/networking system for demonstrating the Products;
9.4 Provide, on its own, all 1st and 2nd level technical and other support to the End User;
9.5 Provide, with GroupLink’s involvement as needed, all 3rd level (and otherwise escalated) technical support to the End User;
9.6 Promptly report to GroupLink all suspected and actual problems with any of the Products;
9.7 Report all End User point of sale (POS) transactions to GroupLink monthly and retain all End User reports for three years after the date of sale;
9.8 Refrain from making any representations, warranties, or guarantees to customers or other third parties with respect to the specifications, features, or capabilities of Products that are inconsistent with the help files or literature distributed by GroupLink.
9.9 Include and enforce the following of terms in the Partners’ agreement with End User:
End User Satisfaction. The Novell Products marketing by OEM under the Agreement are technically complex and require high-quality, individualized pre-marketing and post-marketing support. This support is necessary to achieve and maintain high End User satisfaction. Oem agrees that high End User satisfaction is a condition of its continued authorization by Novell. Although Novell has granted OEM a worldwide license to market and sell Novell Products under the terms of the Agreement, OEM agrees that it will not market and sell Novell Products in areas where it does not have the ability to support the Novell Products. In addition, in order to help ensure high End User satisfaction, Customer agrees to: - Report to Novell promptly and in writing all suspected and actual problems with any Novell Product; - Maintain a shipment report identifying the End User or OEM Authorized Reseller, the Novell Product sold, the date of sale, and each Novell Product's serial number; - Retain all shipment reports for three (3) years after the date of sale, and assist Novell, upon request, in tracing a product to an End User or OEM Authorized Reseller, in order to distribute critical product information, locate a Novell Product for safety reasons, or discover unauthorized marketing or infringing acts; - Conduct business in a manner which reflects favorably at all times on the products, goodwill and reputation of Novell; - Avoid deceptive, misleading or unethical practices which are or might be detrimental to Novell or the Novell Products; - Refrain from making any false or misleading representations with regard to Novell or the Novell Products; - Refrain from making any representations, warranties or guarantees to customers with respect to the specifications, features or capabilities of the Novell Products that are inconsistent with the literature distributed by Novell; - Provide, or make commercially reasonable efforts to cause to be provided, all original diskettes and manuals accompanying each Novell Product to the End User.
End User Satisfaction iPass may, upon reasonable notice to Channel Partner, directly contact End Users for any reason pertaining to such End User’s use of the Service, subject to compliance with local privacy law. Should an End User communicate to Channel Partner or to iPass its dissatisfaction regarding the Services or related matters, the notified party shall promptly give notice to the other party, and iPass and Channel Partner shall work together in good faith to resolve the issue to End User’s reasonable satisfaction. If in iPass’ reasonable determination the issue is not resolved within thirty (30) days after Channel Partner’s receipt of notice of End User’s dissatisfaction, iPass may, in addition to other remedies available to iPass, revoke Channel Partner’s appointment under Section 1.2 wholly or with respect to such End User and may refer such End User to another iPass channel partner or provide services directly to such End User without any liability to Channel Partner.
