Hosting and Support Services. CSG shall provide technical support and operational maintenance for the Production Environment of the Content Direct System as part of the Content Direct Services. These hosting and support services are provided in a manner to maximize Service Availability and minimize any Service Interruption of the Production Environment. CSG shall provide the hosting services from facilities located in the United States. Under no circumstance shall hosting services be provided from an off-shore location without the prior written consent of an Authorized Approver of Customer. FOIA CONFIDENTIAL TREATMENT REQUEST BY CSG SYSTEMS INTERNATIONAL, INC. Technical Support/Operations Customer may submit support incidents or queries to CSG’s Support Center (“Solutions Support Center” or “SSC”) via telephone (***-***-****), or CSG’s web accessible ticket tracking system (accessed at *****:*******************) and other mutually agreed means; provided, that Customer must notify CSG of ******** ***** * ******** *** ******** ***** * **** issues via telephone to the SSC. CSG shall provide support on a ******** for issues with a ******** ***** of “********” and “****” and during *:** ** – *:** ** ******* for issues with a ******** ***** of “******” and “***”. Should CSG discover a performance or operations issue impacting the Production Environment, CSG shall notify the Customer Project Manager identified in an affected CD Service Order (or such other representative Customer has identified to CSG in writing (email acceptable) to receive such notice) of such issue, as well as CSG’s initial assessment of issue severity, no later than (i) ****** (**) ******* from the time of discovery of a ******** ***** * ******** *** ******** ***** * **** issue and (ii) *** (*) ******** *** for a ******** ***** * ****** *****. Support Levels CSG shall escalate support issues as follows: Ø Level 1 Support (SSC): CSG provides initial support through CSG’s Solution Support Center, which shall provide for the initial triage of an issue. The Solution Support Center may be contacted via telephone ********* *** ******** ***** * ******** *** ******** ***** * **** *******, email or web (through CSG’s extranet at *****:*******************) and will work with the Customer to collect pertinent information, understand the issue and attempt to replicate and resolve. If, after the Solution Support Center’s investigatory resources are exhausted, the Solution Support Center still unable to resolve the issue, it will escal...
Hosting and Support Services. CSG shall provide Hosting, technical support and operational maintenance for the Production Environment of the Ascendon System as part of the Ascendon SaaS Services.
Hosting and Support Services. 12.1 Hosting and Support Services shall only be used by the Customer for lawful purposes. Any use which violates any applicable national or international laws is strictly prohibited (e.g. posting or transmitting any unlawful, threatening, abusive, libellous, defamatory, obscene, offensive, indecent, pornographic, profane, or otherwise objectionable information of any kind – including, but not limited to, any transmission constituting or encouraging conduct that would constitute a criminal offense or give rise to civil liability).
Hosting and Support Services. 5.1 Cardinus shall provide the Hosting and Support Services during the Hosting and Support Term in accordance with Appendix C.
Hosting and Support Services. PARTNER shall host, design, produce, xxxx, and provide customer service and maintenance services for the JCIS, and assume all costs related to such services. To the extent that PARTNER requests consulting assistance from TMCS for these items in excess of the normal assistance rendered by TMCS to a Network Affiliate after the Launch of the JCIS in the first city/region in the Territory, and unless otherwise provided herein, PARTNER shall pay TMCS for such services at the rates set forth in Appendix D.
Hosting and Support Services. CSG shall provide Hosting, technical support and operational maintenance for the Sandbox Environment of the Ascendon System as part of the Ascendon SaaS Services. Technical Support/Operations Customer may notify CSG of issues with the Sandbox Environment via the web accessible ticket tracking system and direct calls to the ISD. Support for the Sandbox Environment is available 8:00 am – 6:00 pm Central. Availability of Sandbox Environment Except for the revised definitions below, the Definitions of Section 1 of Attachment 4 are hereby incorporated into this Attachment 4-A and shall apply to the calculation of the Sandbox Availability SLA and any Service Interruption Credit provided below. As used in this Attachment 4-A:
Hosting and Support Services. Capitalized terms used herein and not otherwise defined shall have the meaning assign such term in the Agreement. The Services provided hereunder are subject in all respects to the terms and conditions of the Agreement, except where expressly noted.
Hosting and Support Services. CSG shall provide technical support and operational maintenance for the Production Environment of the Content Direct System as part of the Content Direct Services. These hosting and support services are provided in a manner to maximize Service Availability and minimize any Service Interruption of the Production Environment. Technical Support/Operations CSG provides methods for submitting issues found within the Content Direct Service via a web accessible ticket tracking system, as well as through direct calls to CSG’s Support Center (“Solutions Support Center”). Support is available 24x7x365 for issues with a Severity Level of “Critical” or “High” and during 8:00 am – 6:00 pm Central for issues with a Severity Level of “High”, “Medium” and “Low”. Support Levels CSG defines the support levels as follows when an issue is reported by the Customer: Level 1 Support (SSC): CSG provides initial support through its Solution Support Center, which shall provide for the initial triage of an issue. The Solution Support Center may be contacted via phone or via the web (through CSG’s extranet at xxxxx://xx.xxxxxxxxxx.xxx) and will work with the Customer to collect pertinent information, understand the issue and attempt to replicate and resolve. If, after the Solution Support Center’s investigatory resources are exhausted, the Solution Support Center still unable to resolve the issue, it will escalate to Xxxxx 0 Xxxxxxx. Xxxxx 0 Xxxxxxx (Xxxxxxxxxx): Once the Solution Support Center escalates the issue to Operations, Operations begins troubleshooting and analyzing the issue. Operations has additional security rights permitting it to dig deeper into the issue through database queries, server reviews and monitoring. If, after the Operations’ investigatory resources are exhausted the issue remains unresolved, the issue will be escalated to Xxxxx 0 Xxxxxxx.
Hosting and Support Services. CSG shall provide technical support and operational maintenance for the Sandbox Environment of the Content Direct System as part of the Content Direct Services. These hosting and support services are provided in a manner to facilitate Customer’s permissible testing of its instance of the Content Direct Services and meet the Sandbox Availability commitments of the Sandbox Environment. Technical Support/Operations Customer may notify CSG of issues with the Sandbox Environment via the web accessible ticket tracking system and direct calls to the Solutions Support Center. Support for the Sandbox Environment is available 8:00 am – 6:00 pm Central.
Hosting and Support Services. CSG shall provide Hosting, technical support and operational maintenance for the Sandbox Environment of the Ascendon System as part of the Ascendon SaaS Services. Technical Support/Operations Customer may notify CSG of issues with the Sandbox Environment via the web accessible ticket tracking system and direct calls to the ISD. Support for the Sandbox Environment is available 8:00 am – 6:00 pm Central.
