GENERAL SERVICE LEVEL TERMS SCOPE Sample Clauses
GENERAL SERVICE LEVEL TERMS SCOPE. 6.1 “Support” consists of Intelex assisting Customer’s Authorized Users in the following ways:
(i) Resolve defects relating to the SaaS. A defect is any error, problem, or malfunction of the SaaS such that it does not conform to the Documentation (“Defect”).
(ii) Provide online resources via the online customer portal.
(iii) Notify customers of, and provide access to, patches, Software Updates and Documentation released by Intelex.
6.2 Support does not include:
(i) Implementation services
(ii) Configuration services
(iii) Customization services
(iv) Integration services
(v) Training and / or walkthroughs of the system
(vi) Assistance with administrative tasks and functions
(vii) Defects related to third-party components, including Customer’s infrastructure and network BUSINESS HOURS
6.3 Intelex shall provide Support every business day from the hours of 4:00 a.m. ET to 8 p.m. ET.
6.4 Severity 1 defects can be reported 24 hours a day, 7 days a week, 365 days a year by submitting a Severity 1 ticket or calling the after-hours support number detailed in Section 6.7. SUPPORT CONTACTS
6.5 Customer can appoint up to five (5) Authorized Users to engage Intelex’ Support Team (“Support Contacts”). Support Contacts will have the ability to approve:
(i) System updates to the SaaS
(ii) Changes suggested by Support to resolve a defect
(iii) Changes to Customer’s list of Support Contacts CUSTOMER RESPONSIBILITIES
6.6 Customer’s obligations to the Support Team are as follows:
(i) Customer agrees to receive from Intelex (or an authorized reseller), notifications via email, phone, or through the online ticketing system as they relate to the Support process.
(ii) Only Customer Support Contacts are authorized to contact Support.
(iii) Customer shall ensure Support Contacts are familiar and knowledgeable on the use and administration of the SaaS.
(iv) Customer agrees to provide Intelex with all information and materials reasonably requested by Intelex, including reasonable access to the SaaS to enable replicating, diagnosing, and correcting a Defect reported by Customer. Customer acknowledges that Intelex’s ability to provide satisfactory support services is dependent on Intelex having the information necessary to replicate the reported problem with the SaaS.
(v) Support will be provided remotely and if Intelex is required to attend a Customer’s premises the costs shall be agreed in a Statement of Work. CONTACT INFORMATION
6.7 Customer may contact Intelex using one of the foll...