Response Time and On-site Support Clause Samples
The Response Time and On-site Support clause defines the required timeframe within which a service provider must respond to a client's request for assistance and, if necessary, provide support at the client's location. Typically, this clause specifies maximum response windows (such as within four hours) and outlines the conditions under which on-site visits are triggered, such as unresolved issues after remote troubleshooting. Its core function is to ensure timely and reliable support, minimizing downtime and providing clients with clear expectations regarding the availability and speed of technical assistance.
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Response Time and On-site Support. Seller will use commercially reasonable efforts to respond to Purchaser’s requests for service within the time period specified in the Service Contract. All requests for service must be made through Seller’s customer support organization (“Purchaser Solutions”). Please refer to Seller’s website for Purchaser Solutions contact information. Seller reserves the right to provide service and support by any method in its sole discretion, including but not limited to, remote instruction via telephone, Internet or email, mailing to Purchaser replacement parts or test equipment, exchanging Purchaser’s component equipment with loaner equipment while repairs are being made, and deploying service or applications personnel for on-site services. Other than installation and preventative maintenance visits, Seller shall determine in its sole discretion whether and when any personnel or replacement parts or equipment are to be sent to Purchaser’s site. Seller shall respond to Purchaser’s request for support in accordance with the average response time specified in the Service Contract. Seller will provide a minimum number of on-site support visits as specified in the Service Contract if the Purchaser has identified a specific need that can be fulfilled by the visit and if the Purchaser has made reasonable accommodation for scheduling the visit. If no need is identified and the timing of any visit cannot be scheduled at a mutually-agreeable date and time, Seller may provide fewer visits than prescribed in the Service Contract.
Response Time and On-site Support. All requests for service must be made directly through Seller’s Service and Support channels (by phone, email, or customer portal). Seller reserves the right to provide service and support by any method, including but not limited to telephone, Internet or email, providing loaner equipment while repairs are being made, and deploying service or applications personnel on- site, or contracting for third-party support to do any of the foregoing. Seller shall respond to Purchaser’s request for support in accordance with the average response time specified in the Support Plan. Purchaser shall make reasonable accommodations to provide support personnel with access to site and equipment. Other than installation and preventative maintenance visits as prescribed in Support Plan, Seller shall determine whether and when any personnel or replacement parts or equipment are to be sent to Purchaser’s site