Service Assumptions. Assumptions related to in-scope services and/or components include: • Changes to services will be communicated and documented to all stakeholders.
Service Assumptions. EMI provides technical support to users of its publicly released Components. The support provided by EMI is typically at “expert level” and it is directed at handling incidents that lower level support desks within the Customer Organization could not solve without changing the Component source code or by applying known workarounds. The Technical Support and Escalation Procedures are described in the EMI Project Support Plan. The latest version of the Support Plan can be found on the EMI web site at: User support is provided via the GGUS portal managed by the EGI InSpire project (see section 5.4.1, Web-based Support), which is the single point of contact for infrastructure users to access the EMI Service Desk. The EMI Service Desk within GGUS is organized in Support Units. Every Support Unit is responsible for one or more Components. The number and definition of the EMI Support Units in GGUS is not regulated by this SLA and can change at any time to fulfill the EMI Incident and Problem Management requirements. Incidents are analysed by the EMI Technical Experts to identify the Problem or Problems that have caused them. If available, suitable workarounds are proposed to restore the Service to its agreed level as soon as possible. If the incident is caused by Problems in the software and a change is required, a software defect report is filed by the EMI Technical Experts in one of the EMI defect tracking systems and a change request is produced and scheduled for a future release depending on the Problem priority. The priority levels and their relationship with the Problem impact and severity are defined in Appendix: Definitions, the agreed response policies are defined in section 6 (Service Management). This Service Level Agreement applies to Services provided by EMI for any Component making part of the EMI Product Catalogue. Conversely, the Product Catalogue lists all software Components that at any given time are supported by EMI. Components can be deprecated and removed from the Product Catalogue and new Components can be added during the lifetime of EMI according to the procedures described in the EMI Support Plan and the terms described in this SLA in section 5.3.2 (Support Lifecycle).
5.4.1 Web-based Support EMI web-based Support is available through GGUS at: xxxxx://xxx.xxx.xx/pages/home.php It provides the Customer with access to EMI support via the Customer GGUS- based escalation process or via approved third-party organizations acting as first and s...
Service Assumptions. Assumptions related to in-scope services and/or components include: • Upendo will use commercially reasonable efforts to resolve errors by providing a workaround or fix, or a specific action plan for how the error will be addressed, and an estimate of how long it will take to rectify the error. • All support calls and e-mails will be logged into Upendo’s support system. Upendo will assign a priority level to an error upon confirmation of the error.
a) if the Services has been modified by anyone other than Upendo;
b) if the Services are being interfered with, or the error is caused by, any hardware or third party software, or if the Services are being run on a third party platform not expressly approved for Client’s version of the Services;
c) for any non-Upendo or non-Hotcakes’ computer programs, technology or hardware;
d) for any portion of the Services for which Upendo has provided a fix or workaround which has not been applied; or
e) for any development work being performed during or on evaluation software.
Service Assumptions. EMI provides technical support to developers using its Components even before their public release. The support provided by EMI is typically at “expert level” and it is directed at handling incidents that lower level support desks within the Contributor Organization could not solve. The Technical Support and Escalation Procedures are described in the EMI Project Support Plan. The latest version of the Support Plan can be found on the EMI web site at: User support is provided via the GGUS portal managed by the EGI InSpire project (see section 5.4.1, Web-based Support), which is the single point of contact for infrastructure users to access the EMI Service Desk. The EMI Service Desk within GGUS is organized in Support Units. Every Support Unit is responsible for one or more Components. The number and definition of the EMI Support Units in GGUS is not regulated by this OLA and can change at any time to fulfill the EMI Incident and Problem Management requirements. Incidents are analysed by the EMI Technical Experts to identify the Problem or Problems that have caused them. If available, suitable workarounds are proposed to restore the Service to its agreed level as soon as possible. If the incident is caused by Problems in the software and a change is required, a software defect report is filed by the EMI Technical Experts in one of the EMI defect tracking systems and a change request is produced and scheduled for a future release depending on the Problem priority. The priority levels and their relationship with the Problem impact and severity are defined in Appendix: Definitions, the agreed response policies are defined in section 6 (Service Management). This Operational Level Agreement applies to Components provided by EMI and making part of the EMI Product Catalogue. Conversely, the Product Catalogue lists all software Components that at any given time are supported by EMI. Components can be deprecated and removed from the Product Catalogue and new Components can be added during the lifetime of EMI according to the procedures described in the EMI Support Plan and the terms described in this OLA in section 1.3.2 (Support Lifecycle).
5.4.1 Web-based and E-Mail Support
(a) Product documentation, release notes, troubleshooting guides and technical white papers about EMI software Products, as releases become publicly available. Technical previews can be obtained as part of the the “Works with EMI” technical program.
(b) Software Downloads, a public repository of...
Service Assumptions. Assumptions related to in-scope services include
Service Assumptions. 1. The Service Provider shall not sublet any part of the Contract. The Service Provider shall be responsible and liable to deliver the services as per the contract.
2. The manpower provided by the Service Provider shall not be deemed employees of the Buyer department hence the compliance of the applicable acts/ laws will be the sole responsibility of the Service Provider. The Service Provider must assess all the proposedcandidates of desired requirement on the parameters of educational qualification, work experience, skill assessment, pre-interviewing, short-listing and proposing to Buyer all pre-screened candidates (“Services”).
1. The Service Provider would be required to provide sufficient and qualified manpower, capable of supporting the functioning of the project/department in a manner desired by the Buyer. Any mismatch in demand and supply of the manpower such as number of employees, educational qualification, sectoral/ desired work experience etc. may lead to penalties and/or replacement of the resource with the matching skillset or profile desired by the Buyer.
2. The persons deployed by the Service Provider shall not claim nor shall be entitled to pay, perks and other facilities admissible to regular/ confirmed employees during the currency or after expiry of the Agreement.
3. No medical facilities or reimbursement or any sort of medical claims thereof in respect of employees provided by the Service Provider will be entertained by the Buyer. The wAosrkkiGngeMhomurys and days of the outsourced manpower shall be as per the existing applicable rules of the Buyer. The deployed manpower shall get the benefit of holidays as notified/ declared by the Buyer. However, outsourced manpowerhas to work on holidays, if necessary and required based on demand of work. The requirement of the manpower may increase or decrease during the period of initial contract also. In case of decrease in the requirement, the same will be informed to the Service Provider and additional manpower shall be withdrawn at the given time. If the requirement is increased, the Service Provider shall provide additional manpower on the same terms and conditions in reasonable time.
1. The persons deployed shall, during the course of their work be shall perform integrity to the Buyer and shall not disclose/ share any qualified documents and information which they are not supposed to divulge to Service Provider/ third parties. In view of this, they shall be required to sign the confidentialit...
Service Assumptions. The services and costs within this Agreement are based on the assumptions below. Any assumption found invalid could have an effect on ability to meet service targets and/or costs charged for services. Changes to assumptions will be handled in accordance with the Service Change Control Procedure described in this Agreement. The service assumptions included with this Agreement are:
a) The customer can create any Service Request on ADAM’s Service Request Tool (xxxx://xxxxxxx.xxxxxxx.xxx).
b) For Incidents and Problems, the customer includes detailed information, such as user, profile, module, input data, output data, and expected data.
c) The customer follows the following procedures appropriately:
a. Service Request Fullfilment Management Procedure
b. Incident Management Procedure
c. Problem Management Procedure
Service Assumptions. The purpose of this section is to identify any assumptions made for this Agreement. Assumptions may include items including how the services will be used in the future, projected growth rates that may impact how services are to be delivered and future changes that were considered but not included in the Agreement. Impacts on assumption thresholds up or down, that will trigger price adjustment requests pursuant to the Change Process in the Contract and RFP, which, based on monthly reports from the Service Provider, must be documented increases of more than 10% over the agreed maximum volumes of services assumptions, or decrease by more than 10 % below the agreed minimum volumes of services assumptions.
Service Assumptions. Assumptions related to in-scope services and/or components include:
5.5.1. All sites are accessible
5.5.2. Scheduled servicing suites GPAA staff members
5.5.3. Standard GPAA operations will not be compromised
Service Assumptions. The services and costs within this agreement are based on the assumptions below. Any assumption found invalid could have an effect on ability to meet service targets and/or costs charged for services. Changes to assumptions will be handled in accordance with the Service Change Control Procedure described in this agreement. Jira production outages will be responded to within 8 hours during normal business hours. All other requests will be responded to within 2 business days. If Jira production server issues occur off‐hours including week nights, weekends, and holidays, issues will be addressed the next business day. HUIT will acknowledge receipt of incident notification within 3 hours assuming incident report is submitted through the HUIT service desk: xxxxxx@xxxxxxx.xxx or 617‐495‐9000 during business hours. Jira production server will undergo periodic maintenance and patching. The maintenance outage will be scheduled off‐hours. HUIT will notify via the HUIT web site at least 5 business days in advance of the scheduled outage window. This will be the only notification. A Business Continuity Plan is currently being developed for applications across the university, which will not include the Jira service at this time. The contents of the Jira service will be backed up but further guarantees of availability during a major outage cannot be made at this time. If a high‐risk security issue arises that must be addressed as soon as possible, HUIT will attempt to notify users at least 1 hour in advance of any outage. HUIT will remove projects from Jira if there have been no updates to the project in 2 years. We will attempt to contact the project owner and/or a member of the project to verify that the repository is not needed any longer in advance of deletion. HUIT will periodically review the size and content of the Jira repository and may contact project owners whose repositories are utilizing a disproportionate share of the services to verify that appropriate use of the service.
