Service Level Terms and Support Sample Clauses

Service Level Terms and Support. 4.1 As part of the Services, PeopleFluent will provide limited maintenance and technical support as stated below and as (may be) further described in the support policies on PeopleFluent’s online client pages (which PeopleFluent may in its sole discretion amend from time to time). Telephone and on-site support do not form part of the support provided hereunder. PeopleFluent will not be obliged to provide any support for any release of the NetDimensions Analytics application in use by the Client other than the release based on the most current version of Tibco Jaspersoft Corporation’s JasperReports Server and such other releases as may be specified at its online client pages (as may be amended by PeopleFluent at its sole discretion from time to time). For the avoidance of doubt, the only support services included in standard support are as described in this Clause 4. This is PeopleFluent’s standard support for NetDimensions Analytics (“Support”). PeopleFluent may provide additional technical support services to the Client upon terms and charges to be agreed.
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Service Level Terms and Support. 4.1 Except in relation to Third Party Software, PeopleFluent will provide technical support as stated below and as (may be) further described in the support policies on PeopleFluent’s online client pages (which PeopleFluent may in its sole discretion amend from time to time). This is PeopleFluent’s standard support. PeopleFluent may provide additional technical support services to the Client upon terms and charges to be agreed. Where a Reseller is providing support, such support will be provided by the Reseller on such terms as may be agreed between the Reseller and the Client.
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Service Level Terms and Support. 4.1 PeopleFluent will provide technical support as stated below and as (may be) further described in the support policies on PeopleFluent’s online client pages (which PeopleFluent may in its sole discretion amend from time to time). This is PeopleFluent’s standard support for the Services. PeopleFluent may provide additional technical support services to the Client upon terms and charges to be agreed. Where so granted direct access by PeopleFluent, Client shall also be entitled to raise support queries directly with the licensor of the Application (Watershed Systems, Inc.) via its support portal at xxxxx://xxxxxxxxxxxx.xxxxxxx.xxx/hc/en-us. provided that any support provided by Watershed Systems Inc. to the Client directly shall be exclusively governed by this Agreement..
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Service Level Terms and Support. 4.1 PeopleFluent shall provide support in accordance with Exhibit A.
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Related to Service Level Terms and Support

  • Service Level Agreement Subject to the terms and conditions of this Agreement, Bank agrees to perform the custody services provided for under this Agreement in a manner that meets or exceeds any service levels as may be agreed upon by the parties from time to time in a written document that is executed by both parties on or after the date of this Agreement, unless that written document specifically states that it is not contractually binding. For the avoidance of doubt, Bank’s Service Directory shall not be deemed to be such a written document.

  • Services and Support 1.1 In exchange for your continued compliance with this Agreement, and any modification to this Agreement made by Intuit in accordance with Sections A.11, you shall have access to the Software/Subscription in accordance with the following provisions:

  • Service Levels Annex 1 to this Part A of this Contract Schedule 6 sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Contract Schedule 6 (the “Service Level Performance Criteria”) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Contract Schedule 6. The Supplier shall, at all times, provide the Goods and/or Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Goods and/or Services during the Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 13 of this Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Contract Schedule 6; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 14 of this Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 14.2.2 of this Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Contract Schedule 6 sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Contract Schedule 6, shall be a recurrent period of [one Month] during the Contract Period (the “Service Period”). Annex 1 to this Part A of this Contract Schedule 6 includes details of each Service Credit available to each Service Level Performance Criterion if the applicable Service Level Performance Measure is not met by the Supplier. The Customer shall use the Performance Monitoring Reports supplied by the Supplier under Part B (Performance Monitoring) of this Contract Schedule 6 to verify the calculation and accuracy of the Service Credits, if any, applicable to each relevant Service Period. Service Credits are a reduction of the amounts payable in respect of the Goods and/or Services and do not include VAT. The Supplier shall set-off the value of any Service Credits against the appropriate invoice in accordance with calculation formula in Annex 1 of Part A of this Contract Schedule 6.

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