Enhanced Support Services. For certain of Upland’s Applications, Customer may request to purchase rights to enhanced or upgraded Support Services to be provided by Upland on a subscription basis (the “Enhanced Support Services”) by contacting Customer’s account representative. The fees, Subscription Term and description of the Enhanced Support Services to be provided by Upland shall be detailed on a Sales Order, and upon the parties’ execution of such Sales Order, the Standard Maintenance and Support Terms and Conditions set forth in Exhibit A shall be supplemented accordingly. Where Enhanced Support Services are purchased by Customer during an active Subscription Term, fees for such Enhanced Support Services shall be pro-rated for the remainder of such Subscription Term.
Enhanced Support Services. If Customer has purchased one of the Enhanced Support Services, Box will use commercially reasonable efforts to meet an Uptime Percentage of at least 99.9%. If Box fails to the meet the Uptime Percentage Customer will receive Enhanced SLC Credits as follows: Uptime Percentage Enhanced SLC Credit Percentage Less than 99.9% but equal to or more than 99.8% 5% Less than 99.8% but equal to or more than 99.7% 10% Less than 99.7% but equal to or more than 99.6% 15% Less than 99.6% but equal to or more than 99.5% 20% Less than 99.5% but equal to or more than 99.4% 25% Less than 99.4% but equal to or more than 99.3% 30% Less than 99.3% but equal to or more than 99.2% 35% Less than 99.2% but equal to or more than 99.1% 40% Less than 99.1% but equal to or more than 99.0% 45% Less than 99.0% 50% Customers who have purchased one of the Enhanced Support Services will be eligible to receive SLC Credits provided that:
Enhanced Support Services. The following support services when performed by CSG shall be charged against Customer’s yearly allotment of Annual Support Hours:
Enhanced Support Services. The following support services shall be performed by CSG’s EchoStar SBU and shall be charged against the Annual Support Hours: • Functional Enhancement, Business Analysis and Requirements Analysis • New Functionality Testing • System Configuration • Operational Maintenance • Trouble Ticket Management • Enhanced Message Link (EML) Messaging and ZAS Management • Macro Development and Management • Vantage and Vantage Plus Analysis and Management • Management of Custom Development Projects • FMS WFM Management • Management of MIS Level Profiles • Ownership and Management of CSG Configuration Tool CONFIDENTIAL AND PROPRIETARY INFORMATION - FOR USE BY AUTHORIZED EMPLOYEES OF THE PARTIES HERETO ONLY AND IS NOT FOR GENERAL DISTRIBUTION WITHIN OR OUTSIDE THEIR RESPECTIVE COMPANIES ** Confidential Treatment requested and the Redacted Material has been separately filed with the Commission. Customer acknowledges that CSG shall not be responsible for the following activities and that Customer shall maintain the following responsibilities: • Priority Management, Release Approval, ASH Approval • Invoice Analysis • Management of Taxing via Tax department • Spanish Translations for CSG configuration team • Commitment to change of ownership and complete production use of the CSG Configuration Tool
Enhanced Support Services. At MSP’s request, Entrust Datacard may provide support services, other than Basic or Emergency Services (see above), such as, but not limited to, onsite installation assistance, training, or Incident diagnosis and resolution. These Enhanced Support Services will be subject to a separate agreement between the parties and charged at Entrust Datacard's then current applicable rate plus related expenses as mutually agreed upon in advance between MSP and Entrust Datacard.
Enhanced Support Services. At Client’s request, Perigon may provide Enhanced Support Services in accordance with the then-current Support Policy. The scope of and fee for Enhanced Support Services will be specified on the applicable Order.
