Rapid-Response Service Sample Clauses

Rapid-Response Service. General on-site services are usually delivered within a 1 to 3 business day timeframe. Regular response service using remote assistance tools are usually delivered within a 1- to 4-hour timeframe. Rapid-response service is delivered within a 1- to 2-hour timeframe, as available. Additional fees may be billed for rapid-response services. Specific details are discussed at time of service request.
Sample 1
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Rapid-Response Service. Rapid Response Service is the Hands & Eyes Service in the form of an immediate response, providing Customer: Ø during Business Hours with an Engineer at the Customer Equipment within a response time as stipulated in the SLA; Ø outside Business Hours with an Engineer by phone within a response time as stipulated in the SLA. All requests must be submitted to the ECSC by e-mail or via the Customer Portal. When present at the Customer Equipment, Engineers provide basic support on the Customer Equipment, such as basic configuration of systems (e.g. via console and telnet session), power on, power off equipment, setting switches, pushing buttons and reading displays. Rapid Response Service is provided on Customer Equipment, of any make or model, provided the Customer gives specific instructions on the work that needs to be done. The Engineer has general knowledge of providing support on ICT equipment. Customers pay as they use based on a pre-agreed hourly rate that is reflected in the Agreement. Interxion will charge Customer for a minimum of 1 (one) hour, thereafter for 30-minute increments. For requests that are made for future or complex requests, Interxion can provide the Customer with an estimated budget and time planning for the work requested. After acceptance by the Customer of the estimated budget and time planning, Interxion, acting as the Customer-supervised hands, will provide the work requested. This work may include maintenance, installation work, configuration or troubleshooting. Interxion can produce, in conjunction with the Customer, run books and/or cabinet documentation to provide support to the Customer’s operation. An allowance of time can be agreed for the run books and/or documentation to be produced. Interxion will perform such requests during Business Hours only, unless otherwise agreed upon between the Parties.
Sample 1

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