Scope of Support Services. A. A-E Contract Administration – Project Management may include, but not limited to: support services building repairs or building physical makeup that meet aesthetic, functional, structural, and safety factors for the construction or repair of any type of building component, or any aspect of a building or structure; ensuring that these items meet applicable codes & standards.
A. A-E Responsibilities may include, but not limited to:
Scope of Support Services. Under a valid Support Service Entitlement, We shall: (a) provide You with access to the Portal; (b) provide telephone and web-based Support 24x7 in accordance with the Support Guide and the Support Policies; (c) respond to reported issues within the applicable timeframes in accordance with the mutually agreed priority level ascribed to the Error; (d) address Errors in the form of Updates or Upgrades, workarounds, procedural solutions, correction of Documentation errors, or other remedial measures as We may reasonably determine to be appropriate; and (e) provide You with access to the current versions of released software, including bug fixes, patches and any generally available Updates and Upgrades.
Scope of Support Services.
a. Software support is included for all Users during the rental or subscription term, which includes:
i. Telephone, email, and video conference support for technical issues ii. Ability to log bug reports which are typically patched within 12-48 hours
Scope of Support Services. Sabre shall provide unlimited monthly software support via telephone for technical configuration (“Support Services”).
Scope of Support Services. The support services shall apply exclusively to releases of SOFTWARE by Versasec that are supported by Versasec i.e. FEATURE RELEASE version N (where N is the current version) and N – 1 (the previous FEATURE RELEASE) of the SOFTWARE. Should LICENSEE desire to extend the scope of the support services to additional software products or versions, it shall inform Versasec of such desire and the Parties shall negotiate the terms and conditions of such extension to be set forth in a written amendment signed by both Parties and to be annexed to this Agreement as an Appendix.
Scope of Support Services. TransactTools shall use reasonable efforts to provide the following services for the TransactTools Testing Services during Regular Hours as defined below: • Enable standard e-mail and telephone support for up to 2 Customer employee contacts designated by Customer in writing to have access to the TransactTools support organization ("Authorized Contact Persons"). Additional contacts may be purchased, if so desired by the Customer. All inquiries to the TransactTools support organization must be made by an Authorized Contact Person. • Provide product updates and new releases that TransactTools, at its discretion, makes generally commercially available without additional charge.
Scope of Support Services. The parties agree that the support services to be provided in terms of this agreement are limited to assistance in the use or operation of the supported software and where possible, alternative approaches the software can accommodate to create the intended outcomes or partial outcomes sought. Where the customer has any additional services, Caseware Africa is not obliged to provide the additional services, but may elect to do so, in its sole discretion, on a time and materials basis.
Scope of Support Services. Subject to Section 4 of this Attachment, Selectica shall use reasonable commercial efforts to provide the following services for the Software: o Technical Communication. Maintain a center capable of receiving information from Company by telephone, electronic mail, fax or postal mail for support of The Software. Live communication with Selectica Personnel is limited to Regular Hours. Outside of such regular hours, Selectica shall have an automated answering service to take messages, such messages shall be reviewed by Selectica technical personnel at the beginning of the next business day. Company may only have access to the Selectica support organization via Company's Authorized Contact Persons designated above. In case of the Select Advantage support program, technical communication will be provided beyond regular business hours via pager support. o Maintenance Release. From time to time as Selectica deems necessary or desirable, provide Updates of The Software to Company (free of charge) that Selectica, in its discretion, makes generally available. All such Updates provided by Selectica shall be included in the definition of "Software" and shall be subject to the terms and conditions of the Agreement.
Scope of Support Services. 4.1. Maintenance is classified as Itec and/or its Supplier being available on a call basis for support during Working Hours via telephone, email, or remote connection or, if needs be, to respond to the Customer Site. The SaaS Service will ensure that a competent and skilled person responds within 8 (eight) Working Hours of the call being logged.
4.2. If Itec and/or its Supplier is not able to resolve the problem remotely, a consultant will be on the Customer Site within 2 (two) Working Days.
4.3. This Schedule makes provision for the following: Priority Definition Response Times Resolution Times Service Support Times 1 Emergency Mission Critical Incident. The core Business Processes cannot continue, thus leading to a severe business impact 0-4hrs 0-12hrs Standard Business Hours 2 Medium These are incidents where business processes are seriously hindered, but workaround measures are in place to ensure business continuity 0-8hrs 0-24hrs Standard Business Hours 3 Low These are described as cosmetic incidents. These are not critical for resolution nor have any impact on the business process 0-24hrs 0-48hrs Standard Business Hours Priority Definition Response Times Resolution Times Service Support Times 1 Emergency Mission Critical Incident. The core Business Processes cannot continue, thus leading to a severe business impact 0-8hrs 0-24hrs Standard Business Hours 2 Medium/Low These are incidents where business processes are seriously hindered, but workaround measures are in place to ensure business continuity 0-24hrs 0-48hrs Standard Business Hours
4.4. A standby fee at Itec’s then-prescribed rates per hour will be charged should the Customer require Itec and/or its Supplier to be available after hours from Monday to Friday, as well as over a weekend or on a public holiday. Should on-site Support Services be required after hours or on weekends or public holidays, such services will be charged at a per-hour rate, excluding travel costs, which are payable in accordance with the Itec and/or its Supplier call-out job card rates. The Customer will be required to notify Itec at least 3 (three) Working Days before such standby services are required.
Scope of Support Services. 1. The Software Support Centre Hours of Operation - SSC Call Priority Definition Call Management Definition
