Service Level Options. (a) (i) If you sign up for Standard SLA on the Order, PBI will provide at its option either repair or replacement services for the Covered Equipment during the Initial Service Term or any Renewal Service Term (each term as defined in Section 21) (the “Service Term”). You are also entitled to:
Service Level Options. (a) (i) If you sign up for Standard SLA on the Order, PBI will provide at its option either repair or replacement services for the Covered Equipment during the Initial Service Term or any Renewal Service Term (each term as defined in Section 19) (the “Service Term”). You are also entitled to (x) replacement printheads for Covered Equipment without additional charge, except for printheads which need to be replaced as a result of any Excluded Circumstance; and ( y) two preventative maintenance service calls per calendar year. PBI will notify you when preventative maintenance is due or you can request preventative maintenance service. If your Covered Equipment needs repair, PBI may provide repair by remote access, diagnostics and service and/or by on-site repair service. Repair service is provided only for damage resulting from normal wear and tear. Repair service may include the use of new, reconditioned, or remanufactured parts and assemblies. PBI will provide parts or assemblies for discontinued equipment (or equipment not marketed as new) only if available. If PBI deems it necessary, PBI will dispatch a service technician to arrive at your location for on-site service. You won’t incur hourly charges unless service is performed outside Normal Working Hours, which will be done only with your consent. “
Service Level Options. The following describes the two SLA options offered by PBI for the Covered Equipment.
Service Level Options. (a) If you sign up for equipment maintenance on the Order, PBI will repair the System during the Initial Service Term or any Renewal Service Term (each term as defined in Section (b) below) (the “Service Term”). You are also entitled to preventative maintenance. Preventative maintenance will consist of inspecting, cleaning and periodically lubricating various components as well as replacing any worn parts. PBI will inform you of the recommended timing for preventative maintenance required. You will make the System reasonably available to PBI for preventative maintenance. Alterations to the System not authorized by us are strictly prohibited and will void your SLA. If the System needs repair, PBI may provide repair by remote access, diagnostics and service and/or by on-site repair service. Repair service is provided only for damage resulting from normal wear and tear. Repair service may include the use of new, reconditioned, or remanufactured parts and assemblies. PBI will
Service Level Options. The following describes the maintenance provided by PBC for the Covered Equipment.
Service Level Options. Customers can decide on any of the following support packages options: SERVICES FREE PAID GOLD SUPPORT IN ENGLISH OR FRENCH X X X MONITORED TICKET SYSTEM X X X REMOTE ACCESS TO SOLVE ISSUES X X ACCESS TO ALL RELEASES X X SLA ENFORCED X X PRIORITY SUPPORT X X CHAT SUPPORT X X EMAIL SUPPORT X X PHONE SUPPORT X EMERGENCY SUPPORT X SOLVING/REPARING/FIXING ISSUES BLOCKING NORMAL OPERATIONS (E.G. BLOCKING BUG). X PRIORITY ON FEATURES DEVELOPMENT X FREE DEVELOPMENT TIME X ACCESS TO DEDICATED PROJECT/ISSUE TRACKING SOFTWARE/CHANNELS X POSSIBLE ONSITE ASSITANCE (EXTRA COST) X ACTIVE PATCHES AND UPGRADES TO LABCOLLECTOR ON CLIENT SERVER X 7. Service Management Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
Service Level Options. (a) (i) If you sign up for Standard SLA on the Order, PBI will provide at its option either repair or replacement services for the Covered Equipment during the Initial Service Term or any Renewal Service Term (each term as defined in Section 21) (the “Service Term”). You are also entitled to: (x) replacement printheads for Covered Equipment without additional charge, except for printheads which need to be replaced as a result of any Excluded Circumstance, and except for integrated printhead/ink cartridges; and (y) two preventative maintenance service calls per calendar year. PBI will notify you when preventative maintenance is due or you can request preventative maintenance service. If your Covered Equipment needs repair, PBI may provide repair by remote access, diagnostics and service and/or by on-site repair service. Repair service is provided only for damage resulting from normal wear and tear. Repair service may include the use of new, reconditioned, or remanufactured parts and assemblies. PBI will provide parts or assemblies for discontinued equipment (or equipment not
Service Level Options a) Standard 24x7x365 remote monitoring of the Entitled Device(s) within Customer IT environment using IT Genie’s advanced remote technologies. Alerts generated during monitoring are monitored and proactively addressed by automated systems outside of working hours and by both automated systems and qualified technicians during standard working hours. This service level option includes access by email, phone, and any other method provided by IT Genie to the Service Desk as well as quarterly, bi-annually, or annually IT assessment and planning services as needed and monthly reports e-mailed to the Customer’s designee. The delivery of support services will be governed by device by the Standard Service Level Agreements as detailed in Appendix A.
Service Level Options. Customers can decide on any of the following support packages options: SERVICES FREE PAID GOLD SUPPORT IN ENGLISH OR FRENCH X X X MONITORED TICKET SYSTEM X X X REMOTE ACCESS TO SOLVE ISSUES X X ACCESS TO ALL RELEASES X X SLA ENFORCED X X PRIORITY SUPPORT X X CHAT SUPPORT X X EMAIL SUPPORT X X PHONE SUPPORT X EMERGENCY SUPPORT X SOLVING/REPARING/FIXING ISSUES BLOCKING NORMAL OPERATIONS (E.G. BLOCKING BUGS). X PRIORITY ON FEATURES DEVELOPMENT X FREE DEVELOPMENT TIME X ACCESS TO DEDICATED PROJECT/ISSUE TRACKING SOFTWARE/CHANNELS X POSSIBLE ONSITE ASSISTANCE (EXTRA COST) X ACTIVE PATCHES AND UPGRADES TO LABCOLLECTOR ON CLIENT-SERVER X
Service Level Options. Successful use of the Licensed Software is dependent on choosing from various services and options we provide to help you achieve your goals. The Service-Level Options selected will determine the amount of time we expend in providing these services. The cost of providing these services will be charged against the balance in the Services Bank or result in additional charges if the Services Bank is depleted. The Service-Level Options you may elect, which will be specified in the Workplan, are as follows:
