MAINTENANCE SERVICE AND SUPPORT Sample Clauses

MAINTENANCE SERVICE AND SUPPORT. 1.1 Maintenance Service and Support being provided are based on the Severity Levels as defined below. Each Severity Level defines the actions that will be taken by County for Response Time (MTTR), Resolution Time, and Resolution Procedure for reported errors. Response Times for Severity Levels 1 and 2 are based upon voice contact by City, as opposed to written contact by e-mail, facsimile or letter. Should delays by City prevent scheduling of downtime to resolve an issue, County will not be held responsible for Resolution time frames listed below. SEVERITY LEVEL DEFINITION MTTR (Mean Time To Respond) TARGET RESOLUTION 1 Failure/Outage occurs when the system is not functioning which prohibits continuance of mission critical operations. ≤30 minutes of initial voice notification* Resolve within 24 hours of initial notification* 2 Failure occurs when an element in the system is not functioning that does not prohibit continuance of normal daily operations. ≤ 24 business hours of initial voice notification.* Resolve within 5 standard business days of initial notification* 3 An Inconvenience occurs when software or hardware causes a minor disruption in the way tasks are performed but does not stop workflow. ≤48 business hours of initial notification Resolution determined on a case by case basis. *Does not apply to “READ-ONLY” CAD systems
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MAINTENANCE SERVICE AND SUPPORT. 4.1 Licensee acknowledges and agrees that maintaining good customer relations, including providing proper service and support to customers is critical to Licensor's business. Licensee shall be responsible for providing certain customer support for Products. Licensee agrees to continue to support Licensor's ongoing service activities relating to Products, including, but not limited to, hardware and software engineering necessary for bug fixes, execution of product change requests ("PCRs") from Licensor's warranty and service contract customers, periodic software releases, and technical support services.
Sample 1
MAINTENANCE SERVICE AND SUPPORT. 4.5.1 The contractor must submit a detailed explanation of the maintenance and repair plan. If the problem involved is an equipment failure, MCSO shall be provided a root cause analysis report within thirty (30) days of the incident. Contractor VVS is centrally monitored and managed through the most comprehensive maintenance and repair network in the corrections industry. Monitoring begins with our state-of-the-art Network Operations Center (NOC), extends to our Technical Support Center, and on-site maintenance will be handled by the on-site administrators assigned to MCSO supplemented by field services technicians strategically located to provide any additional support needed. VVS is constantly monitored by Contractor employees from our NOC at our headquarters location in the metropolitan Dallas, Texas, area. This service center is staffed 24x7x365 by network experts who are certified in the systems and software used to monitor all SCP functions and equipment, as well as the associated network. The NOC maintains failure reports, service history, and other diagnostic information, which will be available to the County when requested. The NOC will maintain the names and contact information for each Contractor employee supporting Maricopa County. They will be accountable for any actions required to prevent or repair any outages. Contractor will follow the County’s protocols for communicating outages or repair actions in the unlikely event these occur. Contractor Network Operations Center in Dallas, TX Premium Network Monitoring Capabilities Contractor proactively identifies potential system and network abnormalities through a centralized diagnostic application, Orion by Solar Winds. This network management software allows Contractor personnel to continuously monitor all hardware, software, and system metrics. Through our network monitoring practices, we are able to complete the following functions: • Enable proactive repairs to a system to prevent it from going down. Many times corrections are made before a system shows signs of an issue and before the facility is aware of a problem. This means less down time and increased system reliability for the facility. • Alert remote or on-site engineers of any system threshold inconsistencies or alarms. If detected: o Alerts are sent to the NOC to track the event. o The NOC communicates with engineers through email, short message service (SMS), or directly through a wireless phone to address the issue. • Receive real ...
Sample 1

Related to MAINTENANCE SERVICE AND SUPPORT

  • Maintenance and Support Services As long as you are not using the Help Desk as a substitute for our training services on the Tyler Software, and you timely pay your maintenance and support fees, we will, consistent with our then-current Support Call Process:

  • Maintenance and Support For so long as you timely pay your SaaS Fees according to the Invoicing and Payment Policy, then in addition to the terms set forth in the SLA and the Support Call Process, we will:

  • Maintenance Services Subject to Client’s timely payment of the applicable maintenance fees, Accenture will make available the following maintenance services (“Maintenance Services”):

  • Maintenance Support State Street shall use commercially reasonable efforts to correct system functions that do not work according to the System Product Description as set forth on Attachment A in priority order in the next scheduled delivery release or otherwise as soon as is practicable.

  • Support Services HP’s support services will be described in the applicable Supporting Material, which will cover the description of HP’s offering, eligibility requirements, service limitations and Customer responsibilities, as well as the Customer systems supported.

  • TECHNICAL SUPPORT SERVICES 2.1 The technical support services (the "Services"): Party A agrees to provide to Party B the relevant services requested by Party B, which are specified in Exhibit 1 attached hereto ("Exhibit 1").

  • Compliance Support Services Provide compliance policies and procedures related to services provided by BNY Mellon and, if mutually agreed, certain of the BNY Mellon Affiliates; summary procedures thereof; and periodic certification letters. · Such Compliance Support Services are administrative in nature and do not constitute, nor shall they be construed as constituting, legal advice or the provision of legal services for or on behalf of a Fund or any other person, and such services are subject to review and approval by the applicable Fund and by the Fund’s legal counsel. · Provide access to Fund records so as to permit the Fund or TRP to test the performance of BNY Mellon in providing the services under this Agreement. · Such Compliance Support Services performed by BNY Mellon under this Agreement shall be at the request and direction of the Fund and/or its chief compliance officer (the “Fund’s CCO”), as applicable. BNY Mellon disclaims liability to the Fund, and the Fund is solely responsible, for the selection, qualifications and performance of the Fund’s CCO and the adequacy and effectiveness of the Fund’s compliance program.

  • Office and Support Staff During the Employment Period, the Executive shall be entitled to an office or offices of a size and with furnishings and other appointments, and to exclusive personal secretarial and other assistance, at least equal to the most favorable of the foregoing provided to the Executive by the Company and its affiliated companies at any time during the 120-day period immediately preceding the Effective Date or, if more favorable to the Executive, as provided generally at any time thereafter with respect to other peer executives of the Company and its affiliated companies.

  • TAX SUPPORT SERVICES BNY Mellon shall provide the following tax support services for each Fund:  Provide various data and reports as agreed upon in the SLDs to support TRP’s tax reporting and tax filing obligations, including: · Wash sales reporting; · QDI reporting; · DRD reporting; · PFIC analysis; · Straddle analysis; · Paydown adjustments; · Equalization debit adjustments · Tax compliance under §851, §817(h); · Foreign bond sale analysis (§988); · Troubled debt analysis; · Estimation of income for excise tax purposes; · Swap analysis; · Inflation adjustments; · §1256 adjustments; · Market discount analysis; OID adjustments; · CPDI analysis; · Shareholder tax reporting information (e.g. FTC, UGG income, foreign source income by country, exempt income by state);  Provide data, and reports based on such data, maintained by BNY Mellon on its fund accounting platform as reasonably requested by TRP to support TRP’s obligations to comply with requests from tax authorities and TRP’s tax reporting and tax filing obligations.  Assist with other tax-related data needs as mutually agreed upon in writing from time-to-time.

  • System Maintenance The Trust understands that USBFS will perform periodic maintenance to the System(s), which may cause temporary service interruptions. To the extent possible, USBFS shall notify the Trust of all planned outages and will perform any necessary maintenance during non-business hours.

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