Service Support. Timewax's support consists of the following main activities: - Application management of the Software - Technical management of the Facility - Second-level user support The Application management of the Software leads to the following results: - working Functionality - repaired defects in the Functionality - introduced new versions of the Software - updated manuals and help function The Technical management of the Facility leads to the following results: - secured data - recovery of lost data - optimum performance of the production system - environment secure from unauthorised access - updated technical documentation For the Support of the Client in the use of the Software Timewax will equip a support desk for second-level user support. The Client may turn to this support desk for: - functional questions - reporting incidents - information supply Performing first-level user support and Functional Management of the Software are explicitly not covered by Timewax's Support. It is the Client's own responsibility to organise these, as described in chapter 4.
Appears in 4 contracts
Samples: Service Level Agreement, Service Level Agreement, Service Level Agreement
