Common use of Help Desk Services Clause in Contracts

Help Desk Services. a. As part of Standard Internet Access Maintenance and Support, SONIFI shall provide remote technical support to the persons identified in the Products & Fee Schedule, as described in these Support Terms, in English, to the Premises during the Term of the Broadband Agreement (the “Help Desk Services”). Company is solely responsible for all translation costs and shall pay all such costs to SONIFI within thirty (30) days of receiving an invoice therefor. Such Help Desk Services, subject to the existence of a Force Majeure Event: i. shall be available to the persons for whom Customer has engaged Help Desk Services (the “Users”), as identified in the Products & Fee Schedule (Premises employees, Premises guests, public area users, Premises invitees, and/or conference attendees); ii. subject to Subsection 2.d., shall be accessible by Users via one or more toll-free telephone numbers as assigned by XXXXXX, via email using one or more email addresses assigned by XXXXXX, or via such other communication methods as SONIFI may choose to implement, in its sole discretion. Customer shall make instructional materials containing contact information for the Help Desk Services available to Users via commercially reasonable means; iii. shall be available to Users twenty-four (24) hours a day, seven (7) days a week, including holidays; iv. shall be available through a number of telephone lines that SONIFI, in its sole but commercially reasonable opinion, determines to be sufficient for the anticipated call volume; and v. shall be provided by qualified and knowledgeable SONIFI personnel, as determined by SONIFI in its sole discretion (“Help Desk Personnel”). Such Help Desk Personnel shall be available (a) to respond to operational queries from Users concerning the Internet Access Equipment and the Licensed Software, (b) to respond to operational queries from Users concerning any other hardware or software for which SONIFI has expressly agreed to provide Help Desk Services under the Broadband Agreement (collectively, “Customer- Supplied Equipment”), and (c) to assist and support the utilization of the Internet Access Equipment, the Licensed Software and the Customer-Supplied Equipment by Users (each a “Support Request” and, collectively, “Support Requests”), subject to the exclusions delineated in Section 7 of these Support Terms.

Help Desk Services. a. As part of Standard Internet Access Maintenance and Support, SONIFI shall provide remote technical support to the persons identified in the Products & Fee Schedule, as described in these Support Terms, in English, to the Premises during the Term of the Broadband Agreement (the “Help Desk Services”). Company is solely responsible for all translation costs and shall pay all such costs to SONIFI within thirty (30) days of receiving an invoice therefor. Such Help Desk Services, subject to the existence of a Force Majeure Event: i. shall be available to the persons for whom Customer has engaged Help Desk Services (the “Users”), as identified in the Products & Fee Schedule (Premises employees, Premises guests, public area users, Premises invitees, and/or conference attendees); ii. subject to Subsection 2.d., shall be accessible by Users via one or more toll-toll- free telephone numbers as assigned by XXXXXX, via email using one or more email addresses assigned by XXXXXXSONIFI, or via such other communication methods as SONIFI may choose to implement, in its sole discretion. Customer shall make instructional materials containing contact information for the Help Desk Services available to Users via commercially reasonable means; iii. shall be available to Users twenty-four (24) hours a day, seven (7) days a week, including holidays; iv. shall be available through a number of telephone lines that SONIFI, in its sole but commercially reasonable opinion, determines to be sufficient for the anticipated call volume; and v. shall be provided by qualified and knowledgeable SONIFI personnel, as determined by SONIFI XXXXXX in its sole discretion (“Help Desk Personnel”). Such Help Desk Personnel shall be available (a) to respond to operational queries from Users concerning the Internet Access Equipment and the Licensed Software, (b) to respond to operational queries from Users concerning any other hardware or software for which SONIFI has expressly agreed to provide Help Desk Services under the Broadband Agreement (collectively, “Customer- Supplied Equipment”), and (c) to assist and support the utilization of the Internet Access Equipment, the Licensed Software and the Customer-Supplied Equipment by Users (each a “Support Request” and, collectively, “Support Requests”), subject to the exclusions delineated in Section 7 of these Support Terms.

Help Desk Services. a. As part of Standard Internet Access Maintenance and Support, SONIFI shall provide remote technical support to the persons identified in the Products & Fee Schedule, as described in these Support Terms, in EnglishEnglish and French (if required by law or by the Broadband Agreement), to the Premises during the Term of the Broadband Agreement (the “Help Desk Services”). Company is solely responsible for all translation costs and shall pay all such costs to SONIFI within thirty (30) days of receiving an invoice therefor. Such Help Desk Services, subject to the existence of a Force Majeure Event: i. shall be available to the persons for whom Customer has engaged Help Desk Services (the “Users”), as identified in the Products & Fee Schedule (Premises employees, Premises guests, public area users, Premises invitees, and/or conference attendees); ii. subject to Subsection 2.d., shall be accessible by Users via one or more toll-toll- free telephone numbers as assigned by XXXXXX, via email using one or more email addresses assigned by XXXXXXSONIFI, or via such other communication methods as SONIFI may choose to implement, in its sole discretion. Customer shall make instructional materials containing contact information for the Help Desk Services available to Users via commercially reasonable means; iii. shall be available to Users twenty-four (24) hours a day, seven (7) days a week, including holidays; iv. shall be available through a number of telephone lines that SONIFI, in its sole but commercially reasonable opinion, determines to be sufficient for the anticipated call volume; and v. shall be provided by qualified and knowledgeable SONIFI personnel, as determined by SONIFI in its sole discretion (“Help Desk Personnel”). Such Help Desk Personnel shall be available (a) to respond to operational queries from Users concerning the Internet Access Equipment and the Licensed Software, (b) to respond to operational queries from Users concerning any other hardware or software for which SONIFI has expressly agreed to provide Help Desk Services under the Broadband Agreement (collectively, “Customer- Supplied Equipment”), and (c) to assist and support the utilization of the Internet Access Equipment, the Licensed Software and the Customer-Supplied Equipment by Users (each a “Support Request” and, collectively, “Support Requests”), subject to the exclusions delineated in Section 7 of these Support Terms.