Premium Support. In the event Licensee purchases Micro Focus’ optional Premium Support offering, such services shall be additionally governed by the terms and conditions set forth in the then-current Premium Support program guide published on xxxx://xxxxxxx.xxxxxxxxxx.xxx/support/premium.
Premium Support. Luware’s 24/7 support is provided by employees in Canada (Vancouver) (adequacy decision by the EU Commission) together with employees employed by Luware as well as all listed affiliates under clause
Premium Support. Company shall provide premium support to Customers as an optional service at additional cost. Premium support includes access to the Company’s technical support around the clock, 24 hours a day, 365 days a year. It also includes a dedicated Slack channel for realtime collaboration with Company’s technical support staff. Premium support also provides the benefit of expedited response times. Unless set forth in the Agreement, premium support is not included.
Premium Support. Premium Support is a paid support offering intended for organizations requiring faster response times, expanded contact-hours, and heightened issue priority. Premium Support includes all features of Standard Maintenance, plus the following: • Calls and tickets are routed to IPRO technical experts, who have deep product knowledge across IPRO product offerings. • Support hours are broadened, and response time is shortened. • After-hours coverage is expanded to include 'High' priority issues (as defined in Section 1.2). To purchase Premium Support, contact IPRO Sales or your Customer Success Manager. Standard Premium 1.5 Additional Terms IPRO will provide the Maintenance services described in this Agreement if (i) Customer has paid all fees for such services; (ii) the issue has not been fixed in a subsequent release; (iii) Customer has not made any modifications to the Solution or Services; and (iv) Customer is not in breach of this Agreement or any other agreement between Customer and IPRO. Customer will have at least two representatives certified in the IPRO Solution where an enterprise product has been deployed on-premise. Once the Solution has been released to Customer, IPRO will provide Customer’s designated representative(s) with administrative access to the Solution to enable Customer to manage its data and users’ access to the Solution or Services.
Premium Support. (a) Interactive will provide a fully managed service for the Office 365 solution and Hybrid connections from on premise services. Premium Support excludes support for issues stemming from the actual operational function of the on premise application.
(b) The Customer administrator or registered end users shall make any support requests to Interactive by providing information about a specific issue or any requested updates and changes to the service via a service request. Some examples of these issues can be:
(i) Troubleshoot customer issues and escalations.
(ii) Gather and validate information related to specific service requests.
(iii) Provide issue coordination and resolution management.
(iv) Maintain communication with the administrators to help ensure that issues are addressed on an ongoing basis.
(v) Escalation to Microsoft for Office 365 service issues.
(vi) Cloud user account management (moves, adds, changes).
(vii) Security investigations.
(viii) Day to day administration and running of the Office 365 cloud service. Products Supported Office 365 Cloud Office 365 Cloud Office 365 Cloud & Hybrid Connections Billing Support ✓ ✓ ✓ Billing & Licensing Self Service ✓ ✓ ✓ Technical Account Manager - - ✓ Guided Technical Support ✓ Technical Troubleshooting - ✓ ✓ Architecture and Configuration advice ✓ ✓ Security Support and Response ✓ Service Management and Administration - - ✓ Service Moves, Adds and Changes - - ✓
8.1 Interactive will provide Support (Standard or Premium) for the amount of hours as set out in Table D: 0-99 NA NA 000-000 00 00 000-000 00 00 000-000 00 00 000-000 00 00 500+ As set out in the CMS SOW
8.2 The Support hours expire and renew each year on the anniversary date of the first date the Office 365 Licenses are provisioned. Unused hours do not accrue. Support is included for Standard and Premium Support only, and only where the Customer has 100 or more licenses. If Interactive provides Licence Only Support, or less than 100 Microsoft Office 265 licenses, any support will be charged on a time and materials basis.
Premium Support. 3.2.1 Support types: Includes web, email, phone, online session or remote technical support, but exclude any on-site technical support by EnovaPoint personnel, it partners or subcontractors. Support is provided by SharePoint experts, Software developers and architects.
3.2.2 Response time: EnovaPoint uses commercially reasonable efforts to meet the response times set in time of Software purchase.
Premium Support. A Premium Support agreement is entered for a period of twelve (12) months from Delivery Date and is independent of the current Major Release. Technical support will be executed during normal business hours, Central European time (CET). If Licensee purchase Premium Support from Highsoft, Highsoft shall provide the following during the term of Premium Support: i. Ten (10) hours of personalized technical support per Developer,
Premium Support. Ascendify offers the following premium support package at an additional annual fee. In addition to the services described above, the enhancements to our standard service level are as follows:
Premium Support. Client is entitled to Premium Support only for IBM Cloud Services for which Client has subscribed to the associated Premium Support offering.
Premium Support. Company agrees to provide the following support and maintenance services to Microsoft for the period described in Section 2.6 of this Agreement. ----------------------------------------------------------------------------------------------- Deliverable Premium Level Support Specifications ----------------------------------------------------------------------------------------------- Technical Expertise Senior Resources ----------------------------------------------------------------------------------------------- Response (call back) . 15 minute call back for Severity 1 and 2 calls (as defined below) . 60 minute call back for Severity 3 and 4 (as defined below) ----------------------------------------------------------------------------------------------- Time to begin problem resolution . 60 minutes for Severity 1 and 2 (as defined below) . 1 business day for Severity 3 and 4 (as defined below) ----------------------------------------------------------------------------------------------- Availability 24 x 7 by telephone or, for Severity 1 and 2, as defined below, beeper ----------------------------------------------------------------------------------------------- Queue Priority for Call Back Highest ----------------------------------------------------------------------------------------------- Knowledge of Customer Known environment, applications and business sensitivities Environment ----------------------------------------------------------------------------------------------- Fault Management Reporting Problem report within 24 hours of problem resolution for Severity 1 and 2 calls (as defined below) ----------------------------------------------------------------------------------------------- Service Activity Review Hardware/Software monthly review ----------------------------------------------------------------------------------------------- Account Management Escalation/coordination of resources ----------------------------------------------------------------------------------------------- Product Engineering Elevations Priority by problem severity ----------------------------------------------------------------------------------------------- Proactive Support: . Proactive Patch Reporting . Notification of known problems and fixes . Monthly call review . O/S upgrade impact planning -----------------------------------------------------------------------------------------------
