Enhanced Support Services Sample Clauses

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.
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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 (a) Customer has reported an Issue related to a Downtime event by filing a ticket with Box support within fifteen (15) days of the Downtime event; and (b) once Customer receives the Uptime Percentage report provided by Box and confirms Uptime Percentage as below 99.9% in the month the issue was experienced, Customer has provided Box a written claim request for Enhanced SLC Credits within fifteen (15) days of the date of uptime percentage report. The Enhanced SLC Credits will be equal to the SLC Credit percentage multiplied by the fees paid by Customer for the Box Service that are attributable to the corresponding calendar month (calculated on a straight line, pro-rated basis with respect to any fees paid in advance) and then pro-rated for based on affected Users. Notwithstanding anything to the contrary, in no event will the total amount of Enhanced SLC Credits, if any, exceed the fees paid by Customer for the Box Service in the corresponding month. For clarity, for the purpose of calculating Enhanced SLC Credits, calendar months are calculated based on US Pacific Time Zone. The Enhanced SLC Credit is Customer's sole and exclusive remedy for any failure by Box to meet any service level obligations pertaining to the Box Service as set out in this Exhibit A. Customer is not eligible to receive Enhanced SLC Credits during any period of time when payments owed are past due. For Customer Orders placed through Box, Enhanced SLC Credits will be issued by Box, as determined in Box’s sole discretion, either by applying to future billing cycle(s) or as a refund against annual fees earlier paid. For Customer orders placed through a Box Reseller, Enhanced SLC Credits, if any, will be issued as provided in the applicable agreement between Customer and the Box Reseller.
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Enhanced Support Services. If Customer has purchased one of the Enhanced Support Services, Box will use Uptime Percentage Enhanced SLC Credit Percentage (1) Customer has reported an Issue related to a Downtime event by filing a ticket with Box support within fifteen (15) days of the Downtime event; and (2) once Customer receives the Uptime Percentage report provided by Box and confirms Uptime Percentage as below 99.9% in the month the issue was experienced, Customer has provided Box a written claim request for Enhanced SLC Credits within fifteen (15) days of the date of uptime percentage report. The Enhanced SLC Credits will be equal to the SLC Credit percentage multiplied by the fees paid by Customer for the Box Service that are attributable to the corresponding calendar month (calculated on a straight line, pro-rated basis with respect to any fees paid in advance) and then pro-rated for based on affected Users. Notwithstanding anything to the contrary, in no event will the total amount of Enhanced SLC Credits, if any, exceed the fees paid by Customer for the Box Service in the corresponding month. For clarity, for the purpose of calculating Enhanced SLC Credits, calendar months are calculated based on US Pacific Time Zone. The Enhanced SLC Credit is Customer's sole and exclusive remedy for any failure by Box to meet any service level obligations pertaining to the Box Service as set out in this Exhibit A. Customer is not eligible to receive Enhanced SLC Credits during any period of time when payments owed are past due. For Customer Orders placed through Box, Enhanced SLC Credits will be issued by Box, as determined in Box’s sole discretion, either by applying to future billing cycle(s) or as a refund against annual fees earlier paid. For Customer orders placed through a Box Reseller, Enhanced SLC Credits, if any, will be issued as provided in the applicable agreement between Customer and the Box Reseller. 発注書に拡張サービス✰購入が明記され、拡張サービス✰内容が記載された個別✰データシートが発注書に組み込まれていない限り、下記✰条件が適用される。 「ビジネス応答クレジット」とは、該当する発注書において、以下に定める応答時間に従い、ビジネスサービスに加入している本顧客が利用できるクレジットを意味する。 「ダウンタイム」とは、大半✰本顧客ユーザーが本顧客コンテンツにアクセスすることを妨げる Box サービス用システム全体にわたる本課題✰ために、本顧客が Box サービスにアクセスできない時間であって、業界標準ツールを用いて Box ✰ネットワークで測定した時間を意味する。計画的ダウンタイムを明示的に除く。 「本課題」とは、本顧客にとって Box サービス✰機能に影響を及ぼす再現可能な単一✰課題または問題を意味する。 「拡張 SLC クレジット」とは、該当する発注書において、以下に定めるサービスレベルコミットメントに従い、いずれか✰拡張サポートサービスに加入している本顧客が利用できるクレジットを意味する。 「サポートサービス」とは、本顧客から Box に報告された問題を解決するため✰電話、メールまたはウェブベース✰サポートを意味する。 利用可能なサポートサービスは、下記✰通りとする。 「標準サポートサービス」 - 本顧客が Box サービスを購入した際に含まれる...
Sample 1
Enhanced Support Services. The following support services when performed by CSG shall be charged against Customer’s yearly allotment of Annual Support Hours: 3. Schedule F, “FEES”, CSG SERVICES, Section I., Processing, Section C., Listing of Products and Services to be provided to Customer by CSG in consideration of the Monthly Processing Fee, Note 3 under “CSG shall provide to Customer the following Products and Services in consideration of Customer’s payment of the ******* Processing Fee, with exceptions as noted:” shall be deleted in its entirety and replaced with the following:
Sample 1
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.
Sample 1
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.
Sample 1
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 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
Sample 1
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Enhanced Support Services. The following support services when performed by CSG shall be charged against Customer’s monthly allotment of Annual Support Hours: (i) Project Management • Management of all product/code implementations (ii) Business Requirements Analysis • Gather and document all business requirements • Follow established Customer SDLC including providing LOEs and Proposals for Customer approval • Follow CSG development process • Obtain Customer approval (via XXX or Proposal) before charging hours to a project (iii) Development and Programming • Analysis, design, coding and testing of all Customer requested projects (iv) System Testing • Test all changes that impact Customer test or production environments (v) System Maintenance • IPLs • Server Maintenance • SPC Maintenance for Customer related projects • Code upgrades • Patch implementations (vi) System Documentation • Release Bulletins • Integration of all release bulletins and code changes into core documentation (vii) Release Management • Documentation, support and implementation of all Customer releases (viii) Operations Support • Trouble ticket management including opening of all tickets, working all issues to resolution and providing daily/weekly reporting on all issues • After action summaries: to be provided in the event of a Severity 1 issue or as requested • ZAS/ZAR updates (Zipcode Assignment of SPA Entry, Service Code Assignment by Zipcode) • EML (Enhanced Message Link) messaging • FMS WFM (Fleet Management System Work Force Management) • Mass Adjustments (ix) Passer Activities • Coding, testing and implementation of all passers (x) Macro Activities • Run and provide output for all Customer requested macros • Maintenance and change management for macro tool (xi) System Configuration • CCS UDF/9XX changes in test and production • Maintenance and change management for Configuration tool Customer acknowledges that CSG shall not be responsible for the following activities and that Customer shall maintain the following responsibilities: • Priority management, Approval of hours • Invoice analysis • Management and configuration of taxing parameters via tax department • DirectNet entry for Spanish translations • Provide Work Request Forms (“WRFs”) for Spanish translations for CSG CCS configuration • Profiles • WRFs for all customer requested macros, passers and mass adjustments • WRFs for all CCS 9xx/UDF changes • Business Requirement Document (BRD) submission and project approval • Change management approval
Sample 1

Related to Enhanced Support Services

  • Support Services Rehabilitation, counselling and EAP’s. Support is strictly non- punitive, and can be accessed at anytime (self-identification of the need for help is strongly encouraged).

  • 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").

  • Maintenance and Support Services 3.1 Subject to Client’s timely payment of applicable Maintenance and Support fees, MRI will provide to Client the Maintenance and Support services for the Maintenance and Support plan indicated in the Order Document during the specified period. All licenses in Client’s possession must be supported under the same Maintenance and Support plan. 3.2 Updates are provided if and when available and MRI shall notify Client of the availability of such Updates solely by posting such Updates at MRI’s client support portal. MRI is under no obligation to develop any future programs or functionality. MRI is under no obligation to provide Maintenance and Support with respect to: (i) Software that has been altered or modified by anyone other than MRI or its licensors; (ii) a release for which Maintenance and Support has been discontinued; (iii) Software used other than in accordance with the Documentation or other than on a XXX; (iv) discrepancies that do not significantly impair or affect the operation of the Software; (v) any systems or programs not supplied by MRI; or (vi) Configurations. 3.3 Subject to timely payment of the applicable fees, Maintenance and Support is provided for all Software, unless otherwise noted in the Order Document, provided however that with respect to Third Party Software, MRI’s obligation is limited to using commercially reasonable endeavours to obtain Maintenance and Support from the third party owner of such Software. 3.4 Maintenance and Support starts on the Effective Date and continues through the expiration of the initial term set forth in the Order Document (“Initial Term”). Following the end of the Initial Term, Maintenance and Support shall automatically renew for the same length as the Initial Term (each renewal a “Renewal Term”), unless either Party gives written notice at least sixty (60) calendar days prior to the end of the Initial Term or any Renewal Term, as applicable, of its intention to not renew Maintenance and Support. The pricing for the first twelve (12) months of any Renewal Term shall be provided in writing by MRI no less than ninety (90) days prior to the end of the Initial Term or any Renewal Term. For purposes of the pricing notice in this Section, email or first-class mail will suffice. The Initial Term and Renewal Terms are collectively referred to as the “Term”. 3.5 In the event that Client’s Maintenance and Support is not renewed and is later reinstated, a reinstatement fee shall be assessed equal to 120% of the aggregate Maintenance and Support fee that would have been payable during the period of lapse. In order to reinstate Maintenance and Support, Client must Upgrade its Software to the most current release and pay for any applicable Upgrade fees. 3.6 If ordered by Client, Maintenance and Support must be ordered for all Software and all associated License Metrics licensed by Client and its Affiliates. Client may not purchase or renew Maintenance and Support for less than all of the Software licensed by Client. 3.7 Fees for Maintenance and Support do not include implementation, training and other Professional Services, such as project management, conversion, report writing, and external systems interface development. 3.8 It is Client’s responsibility to ensure that all appropriate users receive initial training services sufficient to enable Client to effectively use the Software. Failure to do so could result in additional Maintenance and Support fees if service requests are deemed excessive as a result of insufficient training, at MRI’s discretion. 3.9 The System will need to be installed on Client’s servers and technology infrastructure. If utilizing Professional Services or Maintenance and Support in the installation of the System, Client shall ensure that MRI’s assigned technical personnel are able to access the System remotely. Client shall be responsible for providing access through any security measures it deems necessary. MRI alone shall decide whether access to the System is sufficient for Maintenance and Support purposes. Certain functionality of the System may require connections to or interaction with MRI after such System is running on Client’s infrastructure, and Client agrees to permit and facilitate such connections and interaction. “System” means the total complement of hardware and Software furnished and/or maintained by MRI.

  • Program Services a) Personalized Care Practice agrees to provide to Program Member certain enhancements and amenities to professional medical services to be rendered by Personalized Care Practice to Program Member, as further described in Schedule 1 to these Terms. Upon prior written notice to Program Member, Personalized Care Practice may add or modify the Program Services set forth in Schedule 1, as reasonably necessary, and subject to such additional fees and/or terms and conditions as may be reasonably necessary. b) Program Member acknowledges that the Program Services are services that are not covered services under any insurance contract to which Program Member may be a party, including, without limitation, Medicare, and are not reimbursable by Program Member’s insurer, health plan or any governmental entity, including Medicare. Program Member agrees to bear sole financial responsibility for the Member Amenities Fee and agrees not to submit to Program Member’s insurer, health plan or governmental entity any xxxx, invoice or claim for payment or reimbursement of such Member Amenities Fee. c) Personalized Care Practice or its designated affiliate will separately charge Program Member or Program Member’s insurer, health plan or governmental entity for medical, clinical, diagnostic or therapeutic services rendered by Personalized Care Practice or its designated affiliate to Program Member, and Program Member may seek payment or reimbursement from Program Member’s insurer or health plan for any such service to the extent covered by Program Member’s insurer, health plan or governmental entity. d) Program Member understands, agrees and covenants that this Agreement is a service contract, and not a contract for insurance.

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