Initial Support Sample Clauses

Initial Support. Included in the first thirty (30) days following the implementation of Hosted Revenue Accounting Services, Customer is allotted, at no additional charge, a maximum number of included Support Centre Support hours as described in Exhibit G, Section 9.3. If Customer utilizes the Support Centre more than the allotted number of hours, the Support Fees in Section 5.3 hereof will apply.

Initial Support. Included in the first ***** following the implementation of Hosted Reservation Services, Customer is allotted, at no additional charge, a maximum number of included Support Center Support ***** as described in Exhibit K, Section 1.3. If Customer utilizes the Support Center more than the allotted number of *****, the Support Fees in Section 5.3 hereof will apply.

Initial Support. For the 3 month period beginning on the date of delivery and installation of the Software on Company’s server (the “Initial Support Period”), and at Developer’s own expense, Developer shall provide Company with maintenance and support services in accordance with the Service Level Agreement attached hereto as Schedule B (“SLA”). SLA shall include, without limitation: telephone or electronic support in order to help Developer locate and correct problems with the Software.

Initial Support. For the payments described in Section 4(b), during Year 1, Arbor shall provide technical support, training, and hotline support for Comshare developers as described on Exhibit B attached hereto.

Initial Support. Included in the first thirty (30) days following the implementation of Hosted Reservation Services, Customer is allotted, at no additional charge, a maximum number of included Support Centre Support hours as described in Exhibit A, Section 8.3. If Customer utilizes the Support Centre more than the allotted number of hours, the Support Fees in Section 5.3 hereof will apply.

Initial Support. For the [12] month period beginning on the Effective Date, and at [PARTY A]'s own expense, [PARTY A] shall provide [PARTY B] with i. telephone or electronic support during [PARTY A]'s normal business hours in order to help [PARTY B] locate and correct problems with the Software, and ii. internet-based support system generally available seven days a week, twenty-four hours a day.

Initial Support. Included in the first 30 days following the implementation of Host Reservation Services, Customer is allotted a maximum of (10) ten available hours of included Response Center support. This allotment of hours is for the specified period only and may not be carried forward.

Initial Support. AudioTalk will promptly provide Vstream with up to one hundred (100) hours of engineering support (including travel time) at reasonable times upon reasonable advance notice. Such support shall be at no additional charge to Vstream, except that Vstream shall reimburse AudioTalk its reasonable and actual travel expenses in connection with such support.

Initial Support. For the [12] month period beginning on the Effective Date, and at [PARTY A]'s own expense, [PARTY A] shall provide [PARTY B] with telephone or electronic support during [PARTY A]'s normal business hours in order to help [PARTY B] locate and correct problems with the Software, and internet-based support system generally available seven days a week, twenty-four hours a day. Renewed Support. After the initial [12] month support period, [PARTY B] may elect to renew [PARTY A]'s support services under this paragraph [SUPPORT] for additional [12] month periods, at [PARTY A]'s then-current service rates. Updates. [PARTY A] shall provide [PARTY B], at [PARTY A]'s sole expense, with all updates, extensions, enhancement, modifications, and other changes [PARTY A] makes or adds to the Software and which [PARTY A] offers to other licensees of the Software. Fixes and Patches. [PARTY A] shall provide [PARTY B], at [PARTY A]'s sole expense, with bug fixes and code corrections to correct Software malfunctions and defects in order to bring the Software into substantial conformity with its operating specifications.

Initial Support. 6.1 In order to receive Support Services, Customer shall raise “tickets” by email (xxxxxxx@xxxxxxxxxxxxxx.xxx) or by filling a form in at xxxx://xxxxxxx.xxxxxxxxxxxxxx.xxx. 6.2 According to the procedure agreed between the Parties, Gravitee may connect remotely to Customer Systems and/or the User’s workstation in order to perform a diagnosis, in which case Customer agrees to provide Gravitee with the connection information and access required. 6.3 Gravitee shall provide the Support Services in accordance with the following, for the applicable level of Support Services applicable for the Subscription purchased by Customer: GOLD LEVEL PLATINUM LEVEL Support Hours 8hrs/day, 5 days/week during Business Hours 9am-5pm, Paris time 24hrs/day, 7 days/week Communication channel Tickets Tickets Number of identified contacts 2 3 Number of identified incidents Unlimited Unlimited Language English/French English/French Time taken to log a P1 call or ticket 2 hrs 1 hr Time taken to log other priority calls or tickets 4 hrs 2 hrs Dedicated Customer Slack Channel with Gravitee Not Included Included 6.4 The logging time corresponds to the length of time between the ticket being sent by Customer and Gravitee sending an email acknowledging receipt. 6.5 Depending on the type of incident, the Initial Support may take the form of a written response sent to Customer defining the procedure to be followed or the submission of additional documentation. 6.6 If the response is unsuccessful, Gravitee shall provide Corrective Maintenance in accordance with the provisions of Section 7 below.