Hotline Support. Contractor shall provide remote access hotline support to City to help City answer routine questions with respect to the use of the Software. Contractor also shall provide remote access hotline support to City to initiate resolution of Priority 1 and Priority 2 Errors, Defects and Malfunctions. Hotline support shall be made available by phone between the hours of 8 a.m. and 6 p.m. Pacific time Monday through Friday, except legal holidays. Hotline support shall be available by electronic bulletin board, electronic mail or other service 24-hours a day, seven-days a week. Responses to questions posted by electronic means will be made within the time frame established under Priority Protocols for an Error, Defect or Malfunction in a Software Product.
Hotline Support. For an urgent problem, the Licensee can telephone the Licensor’s Hotline which is available Monday to Friday from 09.00 to 17.00 (excluding National Holidays) (the standard hours of empath-e). An urgent problem is degradation or failure of the Licensed Programs. Problems which do not delay or inhibit system operation will be handled by written or electronically mailed reports. The Client must submit sufficient material and information to enable the support staff of empath-e to duplicate the problem. The support staff of empath-e will attempt to solve a problem immediately, or as soon thereafter as possible. When appropriate, empath-e will endeavour to give an estimate of how long a problem may take to resolve. empath-e will keep the Client informed of the progress of problem resolution.
Hotline Support. Contractor shall provide remote access hotline support to City to help City answer routine questions with respect to the use of the Licensed Software. Contractor also shall provide remote access hotline support to City to initiate resolution of Priority 1 and Priority 2 Errors, Defects and Malfunctions. Hotline support shall be made available by phone between the hours of 8 a.m. and 6 p.m. Pacific time Monday through Friday, except legal holidays. Emergency maintenance may be accessed after normal business hours from Contractor by dialing (000) 000-0000. Hotline support shall be available by electronic bulletin board, electronic mail or other service 24-hours a day, seven-days a week. Responses to questions posted by electronic means will be made within the time frame established under Priority Protocols for an Error, Defect or Malfunction in the Licensed Software.
Hotline Support. Both parties agree that the Master Ordering Agreement (For Services) For the Globalstar Program #04-QC/NOG-MOA-001, as amended (“MOA”)and Revised Task Order #1 for Tier 3 Hotline/Help Desk Support Under the Master Ordering Agreement (for Services) For the Globalstar Program #04-QC/NOG-MOA-001 (Revised Task Order #1) shall be amended as follows:
Hotline Support. Both parties agree that the Master Ordering Agreement (For Services) For the Globalstar Program #04-QC/NOG-MOA-001, as amended (“MOA”)and Revised Task Order #1 for Tier 3 Hotline/Help Desk Support Under the Master Ordering Agreement (for Services) For the Globalstar Program #04-QC/NOG-MOA-001 (Revised Task Order #1) shall be amended as follows: The parties agree that the term of the Hotline/Help Desk Support shall cease on September 30, 2009. Further, the fixed price for Hotline/Help Desk Support for the remainder of the term shall be as follows: November 1, 2008 – May 31, 2009 [*] per month (payments received) June 1, 2009 – July 31, 2009 [*] per month August 1, 2009 - September 30, 2009 [*] per month
Hotline Support. CKK and Cadence agree that during the term of this Agreement CKK shall, or CKK shall require one of its Distributors to, offer first-response Technical Assistance to End Users in the Territory which have a current Maintenance Agreement in effect. Such Technical Assistance shall be available between the hours of 9:00 a.m. and 5:30 p.m., Territory time, Monday through Friday (except holidays in the Territory). If CKK or such Distributor is unable to adequately respond to an End User inquiry due to the technical complexity of such question, CKK may contact SKK for backup support between the hours of 9:00 a.m. and 5:30 p.m. Territory time, Monday through Friday (except SKK-observed holidays) or refer such End User directly to SKK.
Hotline Support. Contractor or OEM shall provide remote access hotline support to City to help City answer routine questions with respect to the use of the Software. Contractor also shall provide remote access hotline support to City to initiate resolution of Errors, Defects and Malfunctions as described in Appendix C. Hotline support shall be made available by phone 24 hours a day, seven days a week (including holidays).
Hotline Support. Distributor shall establish and maintain a hotline support system staffed by trained personnel to provide first line support and maintenance to End Users in the Territory. Such support shall include telephone or written consultation during normal business hours in the Territory in connection with the installation, implementation and use of the Products using all standard help tools made available by JBA from time to time. Distributor shall keep records of all End User support system inquiries and the resolution of the problem identified. Copies of such reports shall be forwarded to JBA quarterly.
Hotline Support. During the Services Period, VIRL shall provide hotline support services to NXP and Divested Companies, including telephone support, bug identification, electronic defect reporting and determining actions required to correct identified bugs, in the English language, using a staff of technical support engineers, from 9 a.m. to 5 p.m. CET, pursuant to a Statement of Work (the “Hotline Statement of Work”). The Hotline Statement of Work shall have an initial term of three (3) months and shall automatically renew upon expiration for additional three (3) month periods, unless and until terminated by NXP by providing three (3) months’ written notice of termination to VIRL. The Parties estimate that twenty (20) Tokens will be redeemed by NXP for Support Services to be provided during the initial term of the Hotline Statement of Work, and such number of Tokens shall be redeemed in accordance with such estimate. Thereafter, in advance of each renewal term of the Hotline Statement of Work, the Steering Committee shall estimate in good faith the number of Tokens anticipated to be consumed by NXP for Support Services to be provided during such renewal term, and such estimated number of Tokens shall be redeemed in accordance with such estimate. Notwithstanding the foregoing, at the end of the initial term and each renewal term of the Hotline Statement of Work, VIRL shall calculate and the Steering Committee shall review the actual number of Tokens consumed under the Hotline Statement of Work during such initial or renewal term and, if such actual number is lesser or greater than the estimate applicable to such term, credit or debit NXP in Tokens accordingly.
Hotline Support. Hotline Support may include general PRODUCT application questions/issues, election operation issues and any and all other areas that the BOARD may wish to utilize the NTS Support Center. For the Term of this Agreement, Hotline support for TEAM Voter Registration, Sign-It Signature Digitization, Full Document Imaging and IMS Interface Messaging Systems, not to exceed eight (8) hours in any one month, shall be provided by NTS at no charge to the BOARD. Hotline support shall be available between the hours of 9:00 AM and 5:00 PM, Monday through Friday, exclusive of holidays. Hotline support over and above the monthly maximum shall be billed at a rate of $175.00 per hour.
