Proactive Support Services Sample Clauses

Proactive Support Services a. During the Term, SONIFI will perform real time remote monitoring and management of the Internet Access Equipment, subject to the monitoring and management capabilities of the Internet Access Equipment, and will endeavor to detect Internet Access Equipment failures and malfunctions, and degradation and interruption of Internet access in authorized areas of the Premises served by the Internet Access Equipment (collectively, “Network Issues”), conditioned on Customer’s compliance with Section 4 and Subsection 11.1 of the Service Terms, requiring Customer to cooperate with SONIFI and to maintain a sufficient External Broadband Connection. Customer is also responsible for promptly reporting Network Issues to SONIFI Help Desk Personnel when Customer’s employees, contractors, guests or invitees detect Network Issues. b. Upon discovering or receiving notice of a Network Issue during the Term, SONIFI will take commercially reasonable and technically feasible remedial action, as deemed appropriate by Help Desk Personnel, to resolve the identified Network Issue, subject to the applicable provisions of Sections 1 through 3 of these Support Terms, including Customer’s payment of all applicable fees, charges, costs and expenses to SONIFI. c. Customer acknowledges and agrees that it is necessary for SONIFI to perform periodic network security scans in order to confirm that: (a) SONIFI continues to have sufficient access to the Premises Internet Infrastructure, the Internet Access Equipment and Customer-Supplied Equipment (pursuant to Section 4 of the Service Terms) and (b) the Premises Internet Infrastructure, the Internet Access Equipment and Customer-Supplied Equipment continue to be appropriately secured to prevent unauthorized external access. Customer hereby consents to such network security scans conducted by SONIFI for the purpose of completing its obligations under the Broadband Agreement, and these Support Terms.

Proactive Support Services. (a) Subject to Customer’s compliance with all the terms of this Agreement and payment of the applicable fees, Riverbed will use reasonable commercial efforts to provide the Proactive Support Services as set forth in the applicable Order, Service Documentation or Proactive Support Services Addendum. For clarity, Riverbed is not obligated to deliver any Proactive Support Services under any Service Documentation or Proactive Support Services Addendum unless Riverbed has received and accepted an Order for such Proactive Support Services. If the Proactive Support Services are provided at Customer’s facilities, Riverbed shall comply with Customer’s reasonable policies that apply to onsite service providers, provided that such policies are provided to and agreed to by Riverbed in writing in advance. Without limiting the foregoing, Customer acknowledges and agrees that (i) Customer’s purchase of Products (including any Support plans) is covered under one or more separate agreements, (ii) Customer is not granted any rights in or to any Product or any entitlement to receive any Support services under this Agreement or any Proactive Support Services Addendum, and (iii) no purchase of any Products, Support or other services is contingent upon the provision of any Proactive Support Services hereunder. Riverbed may subcontract its obligations under this Agreement, provided that Riverbed shall remain responsible for its obligations under this Agreement. (b) Riverbed Annual Resident Support Services and Riverbed Performance Administration Services are offered on a 12 month contract term and will be performed only on business days occurring within such term. All features and quantities listed in the Service Documentation are offered over the 12 month contract term only and may not be used after such contract term has expired. (c) Riverbed Resident Support Services are offered on a 30 day contract term and will be performed only on business days occurring within such term. All features and quantities listed in the Service Documentation are offered over the 30 day contract term only and may not be used after such contract term has expired. (d) As used with respect to the Proactive Support Services (including any features and quantities) as described in the applicable Service Documentation and/or this Agreement, a “business day” is eight (8) hours during the regular business hours 7:00 AM to 7:00 PM local time, Monday through Friday (excluding local holidays).