ORACLE TECHNICAL SUPPORT LEVELS Clause Samples

The "Oracle Technical Support Levels" clause defines the different tiers or categories of technical support services that Oracle provides to its customers. This clause typically outlines the scope of support available at each level, such as response times, access to updates, and the types of issues covered. For example, higher support levels may offer 24/7 assistance and faster response times, while basic levels might provide only business-hours support. The core function of this clause is to set clear expectations regarding the support services customers will receive, helping both parties understand their rights and obligations and reducing the risk of disputes over support coverage.
ORACLE TECHNICAL SUPPORT LEVELS. Software Update License & Support‌ Program releases in the Premier Support phase of Oracle’s product support lifecycle will receive Software Update License & Support. Software Update License & Support consists of:  Program updates, fixes, security alerts and critical patch updates  Tax, legal and regulatory updates (availability may vary by country and/or program)  Upgrade scripts (availability may vary by program)  Certification with most new third-party products/versions (availability may vary by program)  Major product and technology releases, if and when made available at Oracle’s discretion, which may include general maintenance releases, selected functionality releases and documentation updatesAssistance with service requests 24 hours per day, 7 days a week. Access to the customer support systems specified in the Web-Based Customer Support Systems section below (24 x 7 web-based customer support systems), including the ability to log service requests online, unless stated otherwise.  Regulatory updates for certain Oracle Financial Services and Oracle Banking Platform programs and jurisdictions will be delivered in accordance with the Oracle Financial Services Software and Oracle Banking Platform Regulatory Updates Delivery Policy document located here.  Current licensees of MySQL Classic Edition Annual Subscription, MySQL Cluster Carrier Grade Edition Annual Subscription, MySQL Enterprise Edition Annual Subscription or MySQL Standard Edition Annual Subscription (“MySQL Subscription”), may receive Software Update License & Support (SULS) for MySQL Community Edition*, except that SULS for MySQL Community Edition does not include Updates of any kind. MySQL Community Edition may not contain all of the features and functionality of the programs contained in the MySQL Subscription. (*Community Edition refers to MySQL licensed under the GPL license.)  For Oracle VM VirtualBox Enterprise, Software Update License & Support (SULS) is limited to the platforms specified here. SULS is not available for Oracle VM VirtualBox Enterprise features noted as experimental; such features are specified in the Oracle VM VirtualBox User Manual located here  Access to Platinum Services as described at: ▇▇▇▇://▇▇▇.▇▇▇▇▇▇.▇▇▇/us/support/library/platinum-services-policies-1652886.pdf  Non-technical customer service during normal business hours Software Update License & Support for the Audit Vault and Database Firewall program (formerly the Database Firewall and Datab...
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Related to ORACLE TECHNICAL SUPPORT LEVELS

  • Technical Support State Street will provide technical support to assist the Fund in using the System and the Data Access Services. The total amount of technical support provided by State Street shall not exceed 10 resource days per year. State Street shall provide such additional technical support as is expressly set forth in the fee schedule in effect from time to time between the parties (the “Fee Schedule”). Technical support, including during installation and testing, is subject to the fees and other terms set forth in the Fee Schedule.

  • 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").

  • Product Support Not applicable

  • Minimum Customer Support Requirements for TIPS Sales Vendor shall provide timely and commercially reasonable support for TIPS Sales or as agreed to in the applicable Supplemental Agreement.

  • 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.