Platinum Level. This Platinum Service level provides the Customer with full coverage on all service parts and labor as well as 5 x 24 e-mail support and 5 x 18 telephone support (instrument, applications, and bioinformatics). This service level also includes one business day average on-site response time from Technical Support dispatch, hardware and software critical and non-critical updates, applications support, access to online training modules, and discounts on optional advanced training programs; provided that, Illumina’s technical support group is notified of the dispatch request prior to […***…]. This Platinum Service contract includes […***…].
Appears in 5 contracts
Samples: Supply, Service, and Support Agreement, Supply, Service, and Support Agreement (Foundation Medicine, Inc.), Supply, Service, and Support Agreement (Foundation Medicine, Inc.)
