Standard Support. Standard Support consists of the following:
Standard Support. 4.1 Questionmark will provide support services in English (unless otherwise specified on the Order) to Designated Contacts. Questionmark will provide Designated Contacts access to product and technical support information, online knowledge bases, manuals, best practice guides, white papers and news feeds. Service Name Description Provision OnDemand Service Support Maintenance of the OnDemand Service 24 x 7 to maintain uptime. Maintenance of the OnDemand Service does not consume support hours. Provided by Questionmark and/or its sub- contractors 24 x 7. 1st Line Technical Support Assistance by phone and email to Designated Contacts to resolve technical issues that might result in resetting servers, keeping people informed of server status, and answer questions where the answers could be found in the Questionmark manuals or knowledge base items. Provided by Questionmark during Working Hours as standard and 24 x 7 for an additional fee. 2nd Line Technical Support Assistance by phone and email to Designated Contacts to answer questions and provide workarounds where answers could not be found in the manuals or knowledge base items. Provided by Questionmark during Working Hours as standard and 24 x 7 for an additional fee. 3rd Line Technical Support Resolve software issues with the OnDemand Service in a manner that does not consume support hours. Provided by Questionmark and included as standard. Chat Technical Support Assistance to Designated Contacts using 24 x 7 browser text chat sessions and VoIP to help resolve issues. Provided by Questionmark and included as standard. Participant Support Assistance by phone, email, chat sessions, etc. to the Participant to assist them to use any part of the Service. This is NOT a service currently provided by Questionmark for the OnDemand Service, and is the responsibility of Customer. Support provided for online proctoring and record and review proctoring is described at xxxxx://xxxxxxx.xxxxxxxxxxxx.xxx/go/od- opss and xxxxx://xxxxxxx.xxxxxxxxxxxx.xxx/go/od- rrss. Xxxxxxx/Invigilator Support Assistance by phone, email, chat sessions, etc. to xxxxxxx/invigilators to assist them with the proctoring/invigilation process including but not limited to the use of the Service. This service is available from Questionmark for an additional fee. Consulting Support Assistance with template creation and modification to change look-and-feel of assessment, assessment content import, content transformations, custom development, support o...
Standard Support. Standard support for Virtual Contact Center includes the provision of assistance to end users on a 24x7x365 basis for any event generated within the Virtual Contact Center platform that results in an effective cessation of Service or Customer-purchased Service feature. Virtual Contact Center support is available via telephone and email. Customer acknowledges and agrees that non-standard support services will be performed and billed to Customer in accordance with a statement of work to be mutually agreed upon prior to the delivery of non- standard support services. If non-standard support services are provided, Customer also shall be billed for materials and travel expenses, as applicable, in accordance with Verizon’s standard policies for billing such items.
Standard Support. The ChildPlus Technical Support Department will be staffed during the primary hours of operation, 8:30 am to 6:30 pm Eastern excluding federal holidays, to provide telephone or email assistance to the designated Technical Contact Person(s) for the User Organization as stipulated on the Order Form, and as modified from time to time in writing via fax, mail or e-mail from one of the Contact Persons stipulated on the Order Form.
Standard Support. LightPointe’s standard hardware support program is for a period of one (1) year (12 months) from the date that your hardware warranty takes effect. LightPointe will provide technical support by telephone, or email, between the hours of 8:00 a.m. and 5:00 p.m. (US) Pacific Standard Time (GMT -8), Monday through Friday, excluding holidays (“Technical Support Hours”). You may call us at the numbers listed on our Web Site located at xxxx://xxx.xxxxxxxxxxx.xxx or use the contact numbers at the end of this document. Fees for technical telephone support may apply if the product (i) is not currently covered by the Standard Warranty, or (ii) the warranty has expired, (iii) the product was not purchased from an authorized LightPointe reseller or agent or (iv) the equipment is unpaid for and over 30 days past due. If you report a hardware problem to us during Technical Support Hours, we will provide technical assistance to determine the cause of the problem. If, after consultation, we determine that a problem exists in LightPointe product requiring repair, we will issue to you a Return Materials Authorization (“RMA”) number. The product requiring repair must be shipped to the designated LightPointe repair facility, and you must note the RMA number on the shipping container and documents. You (Customer) assume all shipping costs and all risk for loss or damage during shipment to LightPointe. You may be subject to repair fees if the product is damaged due to negligence, misuse or is damaged during shipment to LightPointe. Within a commercially reasonable period of time after receiving the returned product, LightPointe will repair and return the defective product, or provide a replacement product. LightPointe may decide to replace your equipment with new or equivalent to new replacement units and/or parts under the terms of this Warranty. Customer or Customer’s agents must de-install and re-install any replacement parts. LightPointe is not responsible for damage to our products caused by errors in installation performed by you or your agents.
Standard Support. Kronos will provide telephone support 8:00 a.m. to 5:00 p.m., local time, Monday – Friday. Customers also shall be provided the capability to log questions online via the Kronos Customer Portal.
Standard Support i. Maintain and support the list of currently-supported releases published on the Support Portal.
ii. Make available all supported Maintenance Releases, Minor Releases and Major Releases.
iii. Verify defects in the Software identified and submitted by Customers.
iv. Correct material defects in the Software for the currently-supported Maintenance Releases.
v. Provide access to the Support Portal, which contains the latest Software versions, fixes, feature releases, signature and Subscription updates, knowledge base/FAQ, case management, release notes, technical documentation, and Software downloads.
vi. Use commercially reasonable efforts to ensure that the Support Portal is available 24x7.
vii. Respond to Online Support cases based on the severity classifications in section 1 above.
viii. Provide a return and repair service for Hardware defects.
Standard Support. Oracle will use commercially reasonable efforts to make a member of its technical support staff available to respond to questions and/or concerns about the Services in accordance with the technical support schedule located at xxx.xxx/xxxxxxxx.
Standard Support. Cubelus Ltd will, as part of the Services provide the Customer with Cubelus’ standard customer support services during Normal Business Hours in accordance with the Cubelus Support Services Policy in effect at the time that the Services are provided. Cubelus Ltd may amend the Support Services Policy in its sole and absolute discretion from time to time. The Customer may purchase enhanced support services separately at Cubelus’ then current rates.
Standard Support. 13.2.1 Customer shall notify Questionmark of the individuals, up to the limit specified in the Order, who will be Customer’s designated contacts for requesting support via phone and email (“Designated Contacts”).
13.2.2 Questionmark shall provide support services in English (unless otherwise specified on the Order) to Designated Contacts.
13.2.3 Customer may substitute Designated Contacts on a permanent or temporary basis upon written notice to Questionmark.
13.2.4 Customer is requested to ensure that Customer’s Designated Contacts subscribe to Questionmark’s OnDemand Service news feed during the Term.
13.2.5 Questionmark will use reasonable efforts to respond to requests for assistance, up to a maximum of twenty (20) hours per month without accumulation of unused hours from one month to the next, during Working Hours to the extent described below: Service Name Description Provision OnDemand Service Support Perform maintenance of the OnDemand Service 24 x 7 to maintain uptime. Maintenance of the OnDemand Service does not consume support hours. Provided by Questionmark and/or its sub-contractors 24 x 7. 1st Line Technical Support Provide assistance by phone and email to Designated Contacts to resolve technical issues that might result in resetting servers, keeping people informed of server status, and answering questions where the answers could be found in the Questionmark manuals or knowledge base items. Provided by Questionmark during Working Hours as standard and 24 x 7 for an additional fee. 2nd Line Technical Support Provide assistance by phone and email to Designated Contacts to answer questions and provide workarounds where answers could not be found in the manuals or knowledge base items. Provided by Questionmark during Working Hours as standard and 24 x 7 for an additional fee. 3rd Line Technical Support Resolve software issues with the OnDemand Service in a manner that does not consume support hours. Provided by Questionmark and included as standard. Chat Technical Support Provide assistance to Designated Contacts using 24 x 7 browser text chat sessions and VoIP to help resolve issues. Provided by Questionmark for an additional fee. Participant Support Provide assistance by phone, email, chat sessions, etc. to the Participant to assist them to use any part of the Service. Provided by Questionmark for an additional fee. Xxxxxxx/Invigilator Support Provide assistance by phone, email, chat sessions, etc. to xxxxxxx/invigilators to assist them Provide...
