SERVICES AND EQUIPMENT EXCLUSIONS. Services required for the implementation beyond those described in this 24x7 MIT Agreement, including any additional on-site time is billed at Marco’s prevailing rates per the terms and conditions of this 24x7 MIT Agreement. If the SOP provides for a one- time preferred service plan (“PSP”) for services outside the scope of this 24x7 MIT Agreement, Client must use the PSP during the 24x7 MIT Agreement Term stated in the SOP. Any such services are subject to and governed by the Agreement. If Client terminates this 24x7 MIT Agreement prior to the expiration of the 24x7 MIT Agreement Term, Client shall be responsible to pay Marco its prevailing rates for services provided under the PSP upon receipt of Marco’s invoice. Effective: September 24, 2019 SCHEDULE A - SCHEDULE OF PRODUCTS (To Be Delivered) Marco will provide Support Desk Services provided in the 24x7 MIT Agreement in accordance with its service level targets and priority standards in effect at the time of Client’s support desk service request, which are subject to change in Marco’s sole discretion. Current support desk service level targets and priority standards are set forth below. Severity: Critical Provided when service or security incidents include outage issues that affect the entire organization or prevent Client from conducting essential business tasks such as effectively serving its Clients. o Ticket Acknowledged: 10 Minutes
SERVICES AND EQUIPMENT EXCLUSIONS. Services required for the implementation beyond those described in this 24x7 MIT Agreement, including any additional on-site time is billed at Xxxxx’s prevailing rates per the terms and conditions of this 24x7 MIT Agreement. If the SOP provides for a one- time preferred service plan (“PSP”) for services outside the scope of this 24x7 MIT Agreement, Client must use the PSP within twelve (12) months of the Go Live Date (defined above). Any such services are subject to and governed by the Agreement. If Client terminates this 24x7 MIT Agreement prior to the expiration of the 24x7 MIT Agreement Term, Client shall be responsible to pay Xxxxx its prevailing rates for services provided under the PSP upon receipt of Marco’s invoice. Effective: July 27, 2020 SCHEDULE A - SCHEDULE OF PRODUCTS (To Be Delivered) SCHEDULE B - SERVICE LEVEL TARGETS AND PRIORITY STANDARDS Xxxxx will provide Support Desk Services provided in the 24x7 MIT Agreement in accordance with its service level targets and priority standards in effect at the time of Client’s support desk service request, which are subject to change in Xxxxx’s sole discretion. Current support desk service level targets and priority standards are set forth below. Severity: Critical Provided when service or security incidents include outage issues that affect the entire organization or prevent Client from conducting essential business tasks such as effectively serving its Clients. o Ticket Acknowledged: 10 Minutes
SERVICES AND EQUIPMENT EXCLUSIONS. Any new/different equipment, software, etc. added to Client’s system will NOT be covered under this CS Agreement unless, and until, approved in writing by Marco in a Change Order or other agreement in Marco’s sole discretion. Any additional service other than that included in the SOP is billed at Marco’s then prevailing rates.
SERVICES AND EQUIPMENT EXCLUSIONS. Services required for the implementation beyond those described in this Product Agreement, including any additional on- site time is billed at Marco’s prevailing rates per the terms and conditions of this Product Agreement. Any such services are subject to and governed by the Agreement. If Client terminates this Product Agreement prior to the expiration of the Product Agreement Term, Client shall be responsible to pay Marco its prevailing rates for services provided under the PSP upon receipt of Marco’s invoice.
SERVICES AND EQUIPMENT EXCLUSIONS. Services required for the implementation beyond those described in this AmplifyIT Agreement, including any additional on- site time is billed at Marco’s prevailing rates per the terms and conditions of this AmplifyIT Agreement. If the SOP provides for a one-time preferred service plan (“PSP”) for services outside the scope of this AmplifyIT Agreement, Client must use the PSP within twelve (12) months of the Go Live Date (defined above). Any such services are subject to and governed by the Agreement. If Client terminates this AmplifyIT Agreement prior to the expiration of the AmplifyIT Agreement Term, Client shall be responsible to pay Marco its prevailing rates for services provided under the PSP upon receipt of Marco’s invoice.
SERVICES AND EQUIPMENT EXCLUSIONS. Services required for the implementation beyond those described in this MIT Agreement, including any additional on- site time is billed at Xxxxx’s prevailing rates per the terms and conditions of this MIT Agreement. If the SOP provides for a one-time preferred service plan (“PSP”) for services outside the scope of this MIT Agreement, Client must use the PSP within twelve (12) months of the Go Live Date (defined above). Any such services are subject to and governed by the Agreement. If Client terminates this MIT Agreement prior to the expiration of the MIT Agreement Term, Client shall be responsible to pay Xxxxx its prevailing rates for services provided under the PSP upon receipt of Xxxxx’s invoice. Effective: July 27, 2020 SCHEDULE A - SCHEDULE OF PRODUCTS (To Be Delivered) Xxxxx will provide Support Desk Services provided in the MIT Agreement in accordance with its service level targets and priority standards in effect at the time of Client’s support desk service request, which are subject to change in Xxxxx’s sole discretion. Current support desk service level targets and priority standards are set forth below. Severity: Critical Provided when service or security incidents include outage issues that affect the entire organization or prevent Client from conducting essential business tasks such as effectively serving its Clients. o Ticket Acknowledged: 10 Minutes
