Service Plans and Availability. 3.1 All service/support shall be provided in English unless Customer makes arrangements with Service Provider to receive service/support in an alternate language. Service Provider does not guarantee the availability of service/support in any language other than English.
3.2 There are three levels of Service Plan available from Service Provider. Each coverage level provides a specific level of support service, as defined below. Customer has selected one of the Service Plan as provided in the Order Form and only its Service Scope as described below is provided by Service Provider under this SLA. Remote Support Email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Dedicated CSM N/A Included Included Service Window Monday - Friday, 9 AM-6 PM Monday - Friday, 9 AM-6 PM Monday AM-6 PM - Friday, 9 Response Time 1 Business Day 6 Business Hours 3 Business Hours Review Sessions 1 x Per request) Year (upon 2 x Per request) Year (upon 4 x Per Year (upon request) On-site Support Hours for GPS Events No On-site Support hours included; On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 2 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 4 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Online Support/Training No Training hours included; Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 6 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 9 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Discover Setup N/A 1 Brand 2 Brands Maintenance Included Included Included Backups Daily Data Backups Daily Data Backups Daily Data Backups System Updates Included Included Included PRICING Included packages with all Provided Form in the Order Provided in the Order Form
Service Plans and Availability. 3.1. All service/support shall be provided in English or Spanish unless Customer makes arrangements with Service Provider to receive service/support in an alternate language (such as French or Italian).
3.2. There are two levels of Service Plan available from Service Provider. Each coverage level provides a specific level of support service, as defined below. Customer has selected one of the Service Plan as provided in the Order Form and only its Service Scope as described below is provided by Service Provider under this SLA. FEATURE GURU GENIUS Remote Support Phone support; email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Dedicated CSM Included Included Service Window Monday – Friday, 9 AM-6 PM Monday – Friday, 9 AM-6 PM Response Time 6 Business Hours 3 Business Hours Review Sessions 2 x Per Year (upon request) 4 x Per Year (upon request) On-site Support Hours for GPS Events 2 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, 4 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour €125/Hour Online Support/Training 6 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 9 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Maintenance Included Included Backups Daily Data Backups Daily Data Backups System Updates Included Included PRICING Provided in the Order Form Provided in the Order Form
