General Technical Support. The CRA will be available to provide feedback, connections to relevant resources, and other technical assistance to Foundry Consortium staff in support of the Consortium’s obligations below.
General Technical Support. Service Provider responsibilities include the following:
1. Provide appropriate response to incidents and problems and continued support through resolution as required in order to meet scheduled availability.
2. Provide Xxxxx 0 Support and Level 3 Support to the Service Desk and/or Authorized Users.
3. Provide technical advice and support (e.g. architecture) to the Application Development and Maintenance (ADM) and Database Administration (DBA) staffs, as required.
3.1. Provide administrative support for Middleware (i.e. MQSeries) on all platforms used in DIR’s and DCS Customers’ environments.
4. Interface between the groups implementing changes.
5. Monitor data storage media and processor utilization and requirements.
6. Enforce documentation standards in compliance with Service Management Manual directives.
7. Develop, where appropriate, and install productivity tools/utilities, as well as performing all required operational modifications for the efficient and proper delivery of the Services.
8. Develop and maintain technical and functional specifications and requirements for all environments and related interfaces.
9. Provide product research, project support, and advice on Equipment tuning and efficiency improvements, except for the Cloud Service Provider locations.
10. Install, tailor, maintain, and provide ongoing support for System Software products.
11. Install Software according to the Applications’ specifications and/or DIR standards as requested by DCS Customer.
12. Distribute Software as efficiently as possible.
13. Manage, prioritize, and coordinate all preventive and remedial maintenance and updates for System Software.
14. Report performance data and resource utilization statistics related to System Software release- level upgrades.
15. Provide consultation support. (For example: product research, project support, Application tuning, and efficiency improvements).
16. Interface and integrate with any additional Third Parties designated by DIR and DCS Customers for the administration and implementation of Address Management (e.g. IP) needed for Services.
17. Provide effective technical support (e.g. installation, patching, event resolution, ADM advice, Third Party Vendor coordination) for software (e.g. Application utilities, middleware) required by the DCS Customers and contained in Exhibit 8.
18. Schedule, apply and support security certificates used to secure confidential sessions (SSL) for Internet and Intranet transactions and communicatio...
General Technical Support. PCG shall make available qualified personnel to provide technical support to SCHOOL SYSTEM.
General Technical Support. Datacard shall provide Customer with reasonable technical assistance as follows, such technical assistance to be provided via telephone, e-mail or facsimile: (i) Datacard will determine if software problems the Customer is encountering are attributable to errors in the software; (ii) Datacard will answer questions concerning installation of the software in the form originally delivered and installed, if applicable, by Datacard; and (iii) Datacard will seek to resolve Customer’s problems that occur during normal usage of the software. Notwithstanding the foregoing, if Datacard determines that Customer requires ongoing help with a particular problem, which is not caused by errors in the software, Datacard may, in its sole discretion, refer Customer to Datacard’s professional services support group for which Datacard requires an additional fee.
General Technical Support. Service Provider responsibilities include:
1. Provide appropriate response to incidents and/or problems and continued support through resolution as required in order to meet scheduled availability.
2. Interface between the groups implementing changes or responding to incidents.
3. Enforce documentation standards in compliance with Service Management Manual directives.
4. Develop, where appropriate, and install productivity tools or utilities, as well as performing all required operational modifications for the efficient and proper delivery of the Services.
5. Develop and maintain technical and functional specifications and requirements for all environments and related interfaces.
6. Provide product research, project support, and advice on Environmental Equipment tuning and efficiency improvements.
General Technical Support. Amdocs' responsibilities with respect to general technical support include the following: [**]
General Technical Support. Amdocs' responsibilities with respect to mainframe technical support include the following: [**]
General Technical Support. Entrust will provide Customer with reasonable technical assistance on the software 7 a.m. – 7 p.m. Central Time, Monday – Friday (excluding Entrust Holidays) (“Technical Support Hours”) via telephone or e-mail as follows:
(i) Entrust will answer questions concerning installation of the software in the form originally delivered and installed, if applicable, by Entrust; (ii) Entrust will determine if software problems the Customer is encountering are attributable to errors in the software; and (iii) Entrust will seek to resolve Customer’s problems that occur during normal usage of the software. Notwithstanding the foregoing, if Entrust determines that Customer requires ongoing help with a particular problem that is not caused by errors in the software, Entrust may, in its sole discretion, refer Customer to Entrust’s professional services support group for which Entrust requires an additional fee.
General Technical Support. Service Provider responsibilities include:
1. Provide appropriate response to incidents and problems and continued support through resolution as required in order to meet scheduled availability.
2. Provide Xxxxx 0 and Level 3 Support to the Service Desk and/or Authorized Users.
3. Provide technical advice and support to the Application Development and Maintenance (ADM) and Database Administration (DBA) staffs, as required.
4. Interface between the groups implementing changes.
5. Monitor data storage media and processor utilization and requirements.
5.1. Determine alternative methods for tape media interchange and provide for conversion and operational processes to support (e.g. FTP)
6. Monitor online systems performance using Software tools supplied by Third Party Software Vendors.
7. Enforce documentation standards in compliance with Service Management Manual directives.
8. Develop, where appropriate, and install productivity tools/utilities, as well as performing all required operational modifications for the efficient and proper delivery of the Services.
9. Develop and maintain technical and functional specifications and requirements for all environments and related interfaces.
10. Provide product research, project support, and advice on Equipment and Software tuning and efficiency improvements.
11. Install, tailor, maintain, and provide ongoing support for System Software products.
12. Install Software according to the Vendor’s specifications.
13. Modify System Software to provide interfaces to DIR Customer systems while maintaining any existing special user interfaces.
14. Distribute Software as efficiently as possible.
General Technical Support. PCG shall make available qualified personnel to provide technical support to School System. This general technical support is included in School System’s licensing fee set forth in Exhibit B and does not include the provision of guidance or recommendations related to district policy, operations, instruction, or data analysis. Throughout the term of this contract, PCG will provide Tier-2 and Tier-3 Help Desk Technical Support. Tier 1 Help Desk Technical Support will be managed by School System members as a first layer of support. Tier 2 and Tier 3 support will be provided to the identified individuals within the district (up to 5) who will contact PCG for support when needed. PCG will provide Tier 2 Help Desk Technical Support services under this proposal from the hours of 8:00 AM to 5:00 PM Pacific Standard Time, Monday through Friday, except federal holidays. Tier 3 Help Desk, generally defined as system outages, is available at all times. Please refer to details in Exhibits A and B for additional Help Desk information.
