Ongoing Financial Institution Support Sample Clauses

Ongoing Financial Institution Support. ChannelNet's eBSC will provide Level 2/3 escalation support, as defined in the attached Appendix B-OneClick Financial Support Level Definitions Document, and up to 10 hours content support per month to the Financial Institution, assisting with troubleshooting system errors and issues. Level 2/3 support services are available from 8:00 am to 6:00 pm Eastern Time, Monday through Friday, excluding New Year's Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Day after Thanksgiving, and Christmas. • Hardware and software • Site monitoring - to ensure ongoing site availability and security at 99% availability • Performance monitoring - periodic monitoring and tuning • Regular server updates - application of software updates / patches • Multi-Tenant Hosting Services ChannelNet will conduct all routine maintenance related to the hardware or software between 2:00 AM and 6:00 AM on Sundays ("Scheduled Maintenance Periods). However, ChannelNet may conduct all maintenance required to correct emergency conditions likely to cause a material problem immediately upon discovery of the problem or condition at any time ("Urgent Maintenance Periods”). ChannelNet may perform maintenance at any other time, but with a minimum of thirty (30) days advance notice of such off-cycle maintenance. ChannelNet will provide the maintenance and technical support and production hosting environment necessary to provide Licensee, and its customers or members, access to the solution via the internet on a 24-hour, 7-day per week basis. Server Support will be provided 24 hours per day, 365 days per year, except during scheduled maintenance periods. Production Support is available through the eBSC during normal business hours. ChannelNet will provide Licensee at ChannelNet's expense, a telephone number to be monitored 24 hours per day for reporting severity level 1 and 2 issues as set forth in Appendix B. All other Severity Level issues will be reported during normal business hours. ChannelNet will provide the following security services: • 24x7x365 Threat Detection and Response • Security Analytics • Host Protection • Network Protection • Vulnerability Management • Threat Intelligence • Distributed Denial of Service (“DDOS”) protection