MONITORING AND SUPPORT SERVICES Sample Clauses

MONITORING AND SUPPORT SERVICES. Remote Coverage In connection with the Services that are within the scope of this Service Attachment, we will provide to your designated administrator(s), technical contacts or users (1) management of the Services by individuals trained in the Services you have selected, and (2) phone and e-mail support during normal business hours. Network Video Monitoring Services will be provided 24/7/365. Onsite Support In connection with the Services that are within the scope of this Service Attachment, upon request, Provider will deliver support Services onsite at your location, subject to the limitations identified in the Order. Client, as a managed care customer, will receive a special hourly rate for on-site and remote support and services that are not covered under this plan during our normal business hours. Maintenance Windows Unless otherwise agreed, daily maintenance windows will be performed outside of Provider’s normal business hours. Routine server and application maintenance and upgrades will occur during maintenance windows, and some applications, systems or devices may be unavailable or non-responsive during such times. PROBLEM MANAGEMENT SERVICES Provider will undertake problem management as soon as the Provider’s monitoring staff becomes aware of an incident. All incidents, with status or resolution, will be documented by posting updates to the Problem (Incident) Ticket Tracking System assigned to Client ("Problem Tickets").
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MONITORING AND SUPPORT SERVICES. Support Services In connection with the Services that are within the scope of this Service Attachment, we will provide support services during normal business hours, Monday through Friday, 8:00 AM to 5:00 PM, Local time. Any Support Services provided on Client’s systems shall be performed at an additional fee, at Provider’s then current rates.
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MONITORING AND SUPPORT SERVICES. Remote Coverage In connection with the Services that are within the scope of this Service Attachment, we will provide to your designated administrator(s), technical contacts or users (1) management of the Services by individuals trained in the Services you have selected, and (2) phone and e-mail support during normal business hours, Monday through Friday, 8:00 AM to 5:00 PM., Local time. Network Monitoring Services will be provided 24/7/365. Onsite Support In connection with the Services that are within the scope of this Service Attachment, upon request, we also will deliver support Services onsite at your location, subject to the limitations identified in the attached Order. Total of 5 hours onsite support included during business hours 8:00 AM to 5:00 PM., Local time Monday through Friday, excluding public holidays. Client, as a managed care customer, will receive a special hourly rate for on-site and remote support and services that are not covered under this plan during our normal business hours are Monday thru Friday 8:00 AM to 5:00 PM., Local time. Maintenance Windows Unless otherwise agreed, daily maintenance windows will be from 8:00 AM to 5:00 PM (U.S. Local time). Routine server and application maintenance and upgrades will occur during maintenance windows, and some applications, systems or devices may be unavailable or non-responsive during such times. defective, and therefore exclude it from coverage under this Agreement. Minor On-Site Tasks We may occasionally ask you to perform simple on-site tasks (e.g., powering down and rebooting a computer). You agree to cooperate with all reasonable requests. Server Upgrades or Repair We will authorize all server upgrades or repairs. You agree not to perform any of these actions without notifying us. Software Media You shall obtain and supply all necessary software media with installation keys (if any) upon request. Except for any software provided by Provider in connection with the Services, you are solely responsible for obtaining all required software licenses, including all client access licenses, if any, for the software products installed on your computers. NETWORK CHANGE COORDINATION Significant Changes to Client’s Network You will notify us via email of all significant proposed network changes and will provide us with a reasonable opportunity to comment and follow-up regarding those proposed changes. Research Regarding Network Changes Evaluation of network change requests sometimes will require s...
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MONITORING AND SUPPORT SERVICES. Remote Support In connection with the Services listed in detail on your Quote for Managed IT Services, Client is entitled to the Services to be performed within the scope of this Service Attachment. Coverage parameters specific to the service(s) covered by this Agreement are as follows: - Bronze Level Support shall be available from 8 AM to 5 PM CST, Monday – Friday, excluding Provider’s observed holidays. No After-hours support will be available with this coverage plan. - Silver Level Support shall be available from 8 AM to 5 PM CST, Monday – Friday, excluding Provider’s observed holidays. After-hours remote support is available for Priority 1 or 2 (defined in SLO’s) from 6:00 AM to 6:00 PM CST, Monday – Friday. - Gold Level Support shall be available from 8 AM to 5 PM CST, Monday – Friday, excluding Provider’s observed holidays. After-hours remote support is available 24x7x365. Provider will undertake problem management as soon as we become aware of an incident. All activity related to a given incident will formally be documented by Provider’s staff within Provider’s Ticket Management System. This will include all updates during the troubleshooting process up to the final resolution. If a root cause can be determined, it will be documented in the service ticket as well. Unless otherwise agreed in writing, any remote support provided outside of the Coverage parameters listed above will be considered billable to the Client at Provider’s current rates for hourly support. Service Requests – General Support Structure - Tier 1 Support – All support incidents begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and hardware/software troubleshooting is initiated. - Tier 2 Support – All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software can be provided by subject-matter experts and more experienced technicians, engineers, and consultants. - Tier 3 Support – Support incidents that cannot be resolved by Tier 2 are escalated to Tier 3, or an applicable Vendor Support Channel, where more complex support on hardware/software issues can be provided. Global Onsite Support Provider shall provide Field Services throughout Client’s locations. Provider will receive a request for dispatch from Client, or other appropriate source, and then respond according to the needs of the Client, to troubleshoot and repair problems on-site that aris...
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MONITORING AND SUPPORT SERVICES. Support Services In connection with the Services that are within the scope of this Service Attachment, we will provide support services during normal business hours, Monday through Friday, 8:00 AM to 65:00 PM, Local W L P H $ Q \ 6 X S S R UhaWll be S H U I R U P H G D W D Q D G PROVIDER SUPPLIED EQUIPMENT Provider shall deliver the equipment and applications as identified on W K H D W W D F K H G 2 U G H Equipment is on a rental basis only and is expressly subject to the terms of this Service Attachment pertaining to Provider-supplied Equipment. Agreement. Client further agrees to cease the use of any software or Equipment that remains the property of Provider upon cancellation or termination of this agreement.
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MONITORING AND SUPPORT SERVICES. Remote Coverage In connection with the Services that are within the scope of this Service Attachment, we will provide to your designated administrator(s), technical contacts or users (1) management of the Services by individuals trained in the Services you have selected, and (2) phone and e-mail support during normal business hours, Monday through Friday, 8:00 AM to 5:00 PM., Local time. Network Monitoring Services will be provided 24/7/365. Onsite Support In connection with the Services that are within the scope of this Service Attachment, upon request, we also will deliver support Services onsite at your location, subject to the limitations identified in the attached Order. Total of 5 hours onsite support included during business hours 8:00 AM to 5:00 PM., Local time Monday through Friday, excluding public holidays. Client, as a managed care customer, will receive a special hourly rate for on-site and remote support and services that are not covered under this plan during our normal business hours are Monday thru Friday 8:00 AM to 5:00 PM., Local time. Maintenance Windows Unless otherwise agreed, daily maintenance windows will be from 8:00 AM to 5:00 PM (U.S. Local time). Routine server and application maintenance and upgrades will occur during maintenance windows, and some applications, systems or devices may be unavailable or non-responsive during such times. PROBLEM MANAGEMENT SERVICES Provider will undertake problem management as soon as the Provider’s monitoring staff becomes aware of an incident. All incidents, with status or resolution, will be documented by posting updates to the Problem (Incident) Ticket Tracking System assigned to Client ("Problem Tickets").
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MONITORING AND SUPPORT SERVICES. TAMUS shall pay Contractor for on-going annual Monitoring and Support services specified in Sections 2.1 thru 2.6 and Section 2.9, above, the firm fixed-price amount of $116,400 per year paid monthly in equal payments. If and when TAMUS adds a third Carrier to the Xxxx Field DAS, this annual amount will increase by $30,000. Billing for Monitoring and Support Services for the additional amount for this third Carrier will commence in the month after the third Carrier is added to the Xxxx Field DAS. In addition, if additional Carriers are added to the DAS, this Monitoring and Support fee will need to be renegotiated. Such monthly amount owed shall be paid for on a pro-rated basis if this Agreement is terminated as permitted by the terms of this Agreement in the middle of a month. All invoices for payment of Call-Out services, repair services, firmware/software upgrades, or the monthly payment for the annual Monitoring and Support services must be submitted within thirty (30) days of the completion of the services in a Task Request Order or within thirty (30) days of the monthly Monitoring and Support amount becoming due.
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MONITORING AND SUPPORT SERVICES. Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope service and related components.
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Related to MONITORING AND SUPPORT SERVICES

  • 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:

  • Services and Support 1.1 In exchange for your continued compliance with this Agreement, and any modification to this Agreement made by Intuit in accordance with Sections A.11, you shall have access to the Software/Subscription in accordance with the following provisions:

  • 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.

  • Training and Support Through the Solution, the Contractor shall provide all consulting, training, and support to the Customer and FL[DS] to ensure successful implementation of the Solution and ongoing support as necessary and as defined by FL[DS] to include, but not be limited to:

  • 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").

  • Program Monitoring and Evaluation (c) The Recipient shall prepare, or cause to be prepared, and furnish to the Association not later than six months after the Closing Date, a report of such scope and in such detail as the Association shall reasonably request, on the execution of the Program, the performance by the Recipient and the Association of their respective obligations under the Legal Agreements and the accomplishment of the purposes of the Financing.”

  • Monitoring and Review 5.1 The Council and the BID Company shall set up the Standard Services Review Panel within 28 days from the date of this Agreement the purpose of which shall be to:

  • Service and Support 1. Brainlab shall be responsible for providing service and support for the Brainlab Technology in all Fields of Use. Brainlab shall be responsible for providing Xxxxx 0 and Level 2 service and support to customers for Products sold by Brainlab in the Therapeutic Delivery Field of Use and for Integrated Products sold by Brainlab in the MR Guided Stereotactic Placement Field of Use. Level 1 support shall include onsite training, help desk services, reseller interfacing, problem isolation and diagnosis, and Level 2 support shall include loading bug fixes, patches, and minor repair services. To the extent relating to SurgiVision Technology, SurgiVision shall provide Level 3 support, which shall include backup support services to assist Brainlab in meeting Level 1 and Level 2 support obligations by addressing certain technical support issues that are beyond the scope of Brainlab’s expertise. Brainlab will pay SurgiVision for Xxxxx 0 support services at standard rates as described in Appendix C, provided that such services were not required for Co-Development and Distribution Agreement between SurgiVision, Inc. and Brainlab Aktiengesellschaft CONFIDENTIAL warranty repair as contemplated in section X.3 below. Appendix C may be changed from time to time, as appropriate upon the mutual agreement of Brainlab and SurgiVision. SurgiVision will provide spare parts and other items for service to Brainlab at a price equal to [***]. Brainlab reserves the right to offer service packages to the end customer at its discretion.

  • Extended Support Services As long as funding is available (through FFFS, etc.), the district will provide the following supportive services for individuals who are eligible under the TANF Services 200% of poverty eligibility guidelines: Services listed in the supportive services attachment are provided to TANF, SNAP and 200% eligible individuals.

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