How Managed Service Hours are Eroded Sample Clauses

How Managed Service Hours are Eroded. Ventiv enters all Managed Service Hours into an online CRM and those services are coded as billable or non-billable. Only billable time erodes Managed Service Hours. Any Customer Support Services provided to Customer to resolve errors in the Software that are not Customer-Created Errors, will not result in depletion of any Managed Service Hours purchased by Customer. Hours used for the purpose of gaining new business are considered non-billable (unless the Customer Success Manager is providing consulting support to Customer for how their processes should work). During the implementation, the Customer Success Manager is introduced to Customer and participates in project management calls to learn Customer’s business requirements. This time is considered billable. Once the implementation has been completed (and/or Customer requests changes to existing functionality that had previously been agreed), Managed Service Hours can be eroded or funded separately for changes to the System, such as adding or removing fields, adding rules, adding validations, etc. When the requested changes are for the purpose of adding a new module or a full business process, the Customer Success Manager will identify that the suggested work is new scope and will be completed via an Amendment to the Agreement at additional time and expense.
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Related to How Managed Service Hours are Eroded

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  • In-Service Programs The parties to this collective agreement recognize the value of in-service education both to the employee and the Employer.

  • Employee Access to Personnel File An employee shall have the right to read and review his/her personnel file on reasonable notice and by written request to the Human Resources Manager. An employee may request and shall receive a copy of any record or document contained in the employee’s personnel file.

  • Provider Network The Panel of health service Providers with which the Contractor contracts for the provision of covered services to Members and Out-of-network Providers administering services to Members.

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  • Contractor Key Personnel ‌ The Contractor shall assign a Corporate OASIS Program Manager (COPM) and Corporate OASIS Contract Manager (COCM) as Contractor Key Personnel to represent the Contractor as primary points-of-contact to resolve issues, perform administrative duties, and other functions that may arise relating to OASIS and task orders solicited and awarded under XXXXX. Additional Key Personnel requirements may be designated by the OCO at the task order level. There is no minimum qualification requirements established for Contractor Key Personnel. Additionally, Contractor Key Personnel do not have to be full-time positions; however, the Contractor Key Personnel are expected to be fully proficient in the performance of their duties. The Contractor shall ensure that the OASIS CO has current point-of-contact information for both the COPM and COCM. In the event of a change to Contractor Key Personnel, the Contractor shall notify the OASIS CO and provide all Point of Contact information for the new Key Personnel within 5 calendar days of the change. All costs associated with Contractor Key Personnel duties shall be handled in accordance with the Contractor’s standard accounting practices; however, no costs for Contractor Key Personnel may be billed to the OASIS Program Office. Failure of Contractor Key Personnel to effectively and efficiently perform their duties will be construed as conduct detrimental to contract performance and may result in activation of Dormant Status and/or Off-Ramping (See Sections H.16. and H.17.).

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