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.
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. Maintenance and support services shall not be provided for issues arising from (i) modifications, alteration or configuration of any of the Services by You or a third party that have not been authorised in writing by Us and/or (ii) technology or IPR that has not been provided by Us pursuant to the Agreement. You may nominate one employee as the “Administrator” for the system who will contact Our support in the event of support being required.
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. 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. 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. 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. 1. The Software Support Centre The primary role of the SSC is to provide support and management for all calls relating to the operation of the Software within the Customer’s business environment, and all issues relating to the Software, the Hosting Services and/or the SaaS Services. Calls identified by the SSC as being related to the Software but the responsibility of a Secondary Service Provider (eg 3rd party hardware vendor) will be either passed back to the System Administrator or forwarded to that 3rd party organisation and managed in accordance with the Call Priority Definition table below. Calls identified by the SSC as being unrelated to the Software, the Hosting Services and the SaaS Services will be returned to the Customer’s System Administrator for forwarding to a Secondary Service Provider(s) as and if required, in accordance with the Call Management Definition section below. Any Consultancy Work not directly related to the Software is not covered by this SLA and will be charged separately. This includes time spent resolving issues attributable to any failure to use the Software in accordance with the Documentation (e.g. failure to comply with SAM’s hardware and network recommendations). be compatible with any application, program or software not specifically identified as compatible in the relevant Software, Hardware or Services specifications Hours of Operation - SSC Monday to Friday 07:30 – 17.30 NZST (or, for Customers outside New Zealand, 07:30 – 20:00 NZST) on Business Days Extended support is available to 21:00 weekdays and 08:00-20:00 NZST weekends. This service attracts an additional charge. Note: Australian Customers received the additional weekday cover (to 20:00 NZST) as a standard part of their support fee.] Outside of the above hours XXX will gladly discuss additional support options. Call Priority Definition The table below defines the priority of each call, giving a generic example and response time. Circumstances can change during the life cycle of an issue as more facts become known. The Call Priority should reflect this and it is therefore subject to change at the request of either the SSC or the Customer. Call Priority Example Response Time 1 Impeding users’ ability to trade Entire system down, branch or department inoperable 0-2 hours 2 Limits users’ ability to conduct daily duties Unable to login, printing issue 0-4 hours 3 General enquiry by user Operator or advanced user enquiry 0-2 working days 4 Development request Pro...
Scope of Support Services. Modjoul will use timely and reasonable efforts to provide the following services for Customer: ● Standard e-mail support at xxxx@xxxxxxx.xxx 24/7/265 ● Telephone support at +1 000 000 0000 0 a.m. – 5 p.m. (EST), Monday-Friday. SERVICE LEVEL AGREEMENT – ERROR SEVERITY ERROR SEVERITY LEVELS: Modjoul will exercise timely and reasonable efforts to correct any Error (as defined below) reported in the current unmodified release of the Service in accordance with the Severity level reasonably assigned to such Error by Customer. Severity levels are defined below. Severity 1 Errors — Modjoul will promptly commence the following procedures upon notification of the problem during Regular Hours and upon confirmation by Modjoul that the Error is a Severity 1 Error:
