Premier Services. Subject to the terms and conditions of this Agreement, Premier shall provide Client services and deliverables as set forth in any mutually agreed to and executed Statement of Work (“Statement of Work” or “SOW”) (services and deliverables shall be collectively known as the “Services” or the “Premier Services”). All SOWs will be deemed incorporated herein by reference and shall be consecutively numbered (i.e. Statement of Work Number 1, etc.). This Agreement is not an exclusive engagement with Premier.
Premier Services. If purchased on an Order Form, Premier Services are overlay services provided in addition to the Support provided with Alfresco Enterprise Subscriptions only. There are two levels of Premier Services, and they include the following: Services Premier Premier Advantage Technical Account Manager (TAM) – Single point of contact at Alfresco for support issues Total number of Technical Support Contacts 5 10 24x7 Severity 1 Support Access to senior support consultants Proactive support information (newsletters, planning assistance) On-site kickoff meeting 2 on-site technical review meetings per year Weekly review calls Expedited issue resolutions Release upgrade assistance VPN system access (at Company’s option) Chat support System mock-up Customer Advisory Board (CAB) eligibility Architecture design consulting package (will be detailed on a separate SOW) Services Premier Premier Advantage Performance and configuration tuning consulting package (will be detailed on a separate SOW) Go-live readiness assessment (will be detailed on a separate SOW) System Administration Training Class (1 seat)
Premier Services. Franchisee shall have sufficient resources at all times to meet its obligations under this Franchise Agreement and thereby help the Fire Department meet the system-wide demand for Ambulance Service and achieve the IEMS response time goals.
Premier Services. If purchased on an Order Form, Premier Services are overlay services provided in addition to the Support provided with Alfresco Enterprise Subscriptions only. There are two levels of Premier Services, and they include the following: Services Premier Premier Advantage Technical Account Manager (TAM) – Single point of contact at Alfresco for support issues ✓ ✓ Total number of Technical Support Contacts 5 10 24x7 Severity 1 Support ✓ ✓ Access to senior support consultants ✓ ✓ Proactive support information (newsletters, planning assistance) ✓ ✓ On-site kickoff meeting ✓ ✓ 2 on-site technical review meetings per year ✓ ✓ Weekly review calls ✓ ✓ Expedited issue resolutions ✓ ✓ Release upgrade assistance ✓ ✓ VPN system access (at Company’s option) ✓ ✓ Chat support ✓ System mock-up ✓ Customer Advisory Board (CAB) eligibility ✓ Architecture design consulting package (will be detailed on a separate SOW) ✓ Services Premier Premier Advantage Performance and configuration tuning consulting package (will be detailed on a separate SOW) ✓ Go-live readiness assessment (will be detailed on a separate SOW) ✓ System Administration Training Class (1 seat) ✓
