Site Support. 1. The Host Party shall make available or cause to be made available to the ITER Organization the site support required for the implementation of the ITER Project as summarized and under the terms outlined in the Annex on Site Support. The Host Party may designate an entity to act on its behalf for this purpose. Such designation shall not affect the obligations of the Host Party under this Article.
Site Support. When requested by the unit member, the site administrator will meet with the impacted unit member to develop a support plan. Examples of supports may include, but are not limited to, release time, site support, or relief from other duties during the time of the move.
Site Support. As requested by Client, and upon reasonable notice and approval by TIBCO, TIBCO shall maintain personnel at any of the Covered Sites. On-site personnel will perform ongoing system administration, monitoring, reconfiguration and tuning, problem diagnosis, and resolution, and interfacing with Client personnel on production system issues, to the extent possible during normal business hours. These personnel shall also be responsible for the installation of new TIBCO software releases on the production system and the distribution of documentation updates. In addition, on-site personnel will provide training to Client personnel on the operation and administration of the Covered Software as time permits.
Site Support. Support for on-site activities through the outsourced on-site technical enterprise support provider (ESUP), XX Xxxxxxx, consistent with the ESUP XX Xxxxxxx support model.
Site Support. During the construction, testing and start-up phases of the Production Line project, at no charge to CMI, ATS shall furnish CMI personnel working at the Site with reasonable offices, office equipment, telephone, computer and facsimile equipment and incidental photocopying and other office support.
Site Support. If a Product, Part or SSI Software that is still under warranty poses a particularly difficult problem, and SSI and OEM agree that it is warranted, a member of SSI Technical Support may accompany OEM to an End User or OEM Reseller site in an effort to resolve such problem. If SSI determines that the reported problem was attributable to a breach of an applicable SSI warranty in this Agreement, SSI shall cover the costs and expenses incurred by the SSI Technical Support representative in making such site visit. If the problem was not attributable to a breach of warranty, OEM shall reimburse SSI for all reasonable costs and expenses incurred in making such site visit. OEM will provide SSI with written notice of a request for on-site assistance at least ninety-six (96) * * * Indicates that confidential treatment has been sought for this information hours prior to the date upon which such request is sought. In the case of an emergency and upon mutual agreement, the prior notice may be waived.
Site Support. If the CUSTOMER requests on-site support service, XXXXXX RECORDING SOLUTIONS shall provide the CUSTOMER on-site support service on such date as is mutually agreed to by XXXXXX and the CUSTOMER, provided, that the CUSTOMER shall bear the cost of such on-site support services, and provided further that the XXXXXX ANNUAL SOFTWARE SUPPORT SCHEDULE & SERVICE GUIDELINES cost of such on-site support service shall include XXXXXX personnel time calculated at XXXXXX’X then prevailing hourly rate, plus reimbursement for reasonable travel and living expenses incurred by XXXXXX personnel in connection with the provision of any on-site support service. HOLIDAY SCHEDULE Below is a listing of US Statutory Holidays. Please note that our US offices will be closed on designated days as outlined below. New Year's Day CLOSED MLK Day CLOSED Memorial Day CLOSED Juneteenth CLOSED Fourth of July CLOSED Labor Day CLOSED Veterans Day CLOSED Thanksgiving Day CLOSED Day After Thanksgiving CLOSED Christmas Day CLOSED Boxing Day (December 26th) CLOSED RESPONSE TIMES Response times will vary and are dependent on the priority of the call (see following section: Call Priorities). We do our best to ensure that we deal with incoming calls in the order that they are received, however calls will be escalated based on the urgency of the issue reported. Our response time guidelines are as follows: Priority 1 1 to 4 (Hours) Priority 2 1 to 8 (Hours) Priority 3 1 to 24 (Hours) Note on response times: the hours reflected above fall within the Help Desk Hours of operation 7:30AM Eastern Time to 9:00PM Eastern Time, Monday through Friday, excluding holidays. For example, if a Priority 1 issue is logged at 6:00 PM Eastern Time, the timeframe for response will be until 9:30 AM Eastern Time the next business day. For best response turnaround, e-mail or the fresh desk portal is recommended! XXXXXX ANNUAL SOFTWARE SUPPORT SCHEDULE & SERVICE GUIDELINES CALL PRIORITIES In an effort to assign our resources to incoming calls as effectively as possible, Xxxxxx has identified three types of call priorities, 1, 2 & 3. A Priority 1 call is deemed by our support staff to be an Urgent and our Highest Priority call, Priority 2 is classified as a Medium Priority and Priority 3 is deemed to be a Low Priority. The criteria used to establish guidelines for these calls are as follows: Priority 1 – HIGH Public Endpoint (Website) disruption. System Down (OS, Database, Application) Inability to Record Inability to Redact Pr...
Site Support. If on-site Software Maintenance to the Software Products is required, the Client will be charged for the time and materials at the then current rate.
