Service Requests. After-Hours services are billed at overtime rates per the type of resource(s) used unless the Customer has opted for Elite services. In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames: Remote Support On-Site Support² ² On-Site Support SLA begins when an on-site intervention is deemed necessary.
Appears in 9 contracts
Samples: Service Level Agreement (Sla), Service Level Agreement (Sla), Service Level Agreement (Sla)
