Standard Support Hours Sample Clauses

Standard Support Hours. The following are default definitions for service support hours to encourage uniformity:  8 x 5 Monday through Friday, 8am – 4:30pm U.S. Central Time, not including Fermilab work holidays.  12 x 7 Every day, 8am – 8pm U.S. Central Time, including Fermilab work holidays. The response time however may be slower on weekends and Fermilab work holidays, which should be clarified by those services offering this support.  24 x 7 Every day, all of the time. The response time however may be slower on weekends and Fermilab work holidays, which should be clarified by those services offering this support. Service Response and Resolution Times are impacted by the stated service support hours. An 8 x 5 service with 8 hour response time is in effect promising to respond within 8 business hours (weekdays, 8am – 4:30pm, non-holidays), not 8 wall-clock hours. A ticket entered for this service on Friday at 2pm may not be responded to until Monday 1:30pm.
Sample 1
AutoNDA by SimpleDocs
Standard Support Hours. 19.1.1. Unless expressly stated otherwise in an Order or Schedule, Midpoint standard support hours for the provision of on-site support Services 9:00am to 5:30pm (less one hour for lunch) on Mondays – Thursday and 9:00am to 5:00pm on Fridays, excluding Bank Holidays.
Sample 1
Standard Support Hours. For critical and high-priority Incident Tickets, support is available 24 x 7. • For non-critical and medium-priority Incidents, Service Desk Support and Remote Desktop support is available from 7 a.m. to 6 p.m. Monday through Friday, excluding state holidays. • Limited on-site support for Service Requests or Incidents that cannot be resolved remotely is available from 8 a.m. to 5 p.m. Monday through Friday, excluding state holidays. Service-Specific Maintenance Windows‌ Enterprise Endpoint Management follows the DIT Standard Change Management Maintenance windows as well as having a service specific Maintenance Window – detailed below:
Sample 1
Standard Support Hours. The C&IT Help Desk standard hours of operation are as follows: • Monday – Friday 7:30 AM to 10:00 PM • Saturday – Sunday 9:00 AM to 4:00 PM • Summer hours are sometimes restricted, for the most recent listing of the hours please refer to xxxx://xxxxxxxxx.xxxxx.edu/support/help-desk.php 4.2. Standard Off-Hours Support
Sample 1
Standard Support Hours. Aproove shall maintain standard service hours from Monday to Friday, between 8:30 AM and 5:30 PM in the customers timezone unless otherwise specified in the Order Form, excluding all Federal and State public holidays and Aproove company holidays.
Sample 1
Standard Support Hours. These are the hours that a Licensee may contact their designated support center as identified in the Contact Procedure Section. Standard Support Hours for the California-based office are 6:00 a.m. to 5:00 p.m. Pacific Standard Time (PST), Monday through Friday, excluding PRIMAL holidays, for Service Requests that are Priority 3 and 4 (medium to low priority) Service Requests as identified in Section 1 of this Exhibit. Emergency Support. Priority 1 and 2 (high priority) Service Requests are taken 24 hours a day, 7 days a week, 365 days a year. See Section 1 above for the definition of Priority 1 and Priority 2 Service Requests.
Sample 1
Standard Support Hours. 8.00 am to 6.00 pm (GMT) on Business Days.
Sample 1
AutoNDA by SimpleDocs

Related to Standard Support Hours

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Service Level Agreement Subject to the terms and conditions of this Agreement, Bank agrees to perform the custody services provided for under this Agreement in a manner that meets or exceeds any service levels as may be agreed upon by the parties from time to time in a written document that is executed by both parties on or after the date of this Agreement, unless that written document specifically states that it is not contractually binding. For the avoidance of doubt, Bank’s Service Directory shall not be deemed to be such a written document.

  • Maintenance and Support Services As long as you are not using the Help Desk as a substitute for our training services on the Tyler Software, and you timely pay your maintenance and support fees, we will, consistent with our then-current Support Call Process:

  • Service Levels Annex 1 to this Part A of this Call Off Schedule sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Call Off Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Call Off Schedule (the Service Level Performance Criteria) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Call Off Schedule. The Supplier shall, at all times, provide the Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Services during the Call Off Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 12 of this Call Off Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Call Off Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Call Off Schedule; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 13 of this Call Off Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 13.1.2 of this Call Off Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Call Off Schedule sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Call Off Schedule, shall be a recurrent period of [one Month] during the Call Off Contract Period (the Service Period).

  • Hours For the purposes of an unpaid 7.5-hour shift, the deduction from pay shall equate to 9.375 hours.

  • Customer Support If Customer is entitled to receive Customer Support as part of a separately purchased Service Plan, Sage warrants that while Customer’s Service Plan is in effect and if it has paid all required Service Plan fees, Sage will use qualified personnel to provide Customer Support in a professional manner consistent with industry standards. Customer’s sole remedy under this section 5.2 is limited to Sage’s re-performance of the Customer Support services giving rise to Customer’s claim.

  • Maintenance and Support For so long as you timely pay your SaaS Fees according to the Invoicing and Payment Policy, then in addition to the terms set forth in the SLA and the Support Call Process, we will:

  • TECHNICAL SUPPORT SERVICES 2.1 The technical support services (the "Services"): Party A agrees to provide to Party B the relevant services requested by Party B, which are specified in Exhibit 1 attached hereto ("Exhibit 1").

  • Equipment, Etc Each Grantor shall, (i) within ten (10) days after a written request by the Administrative Agent, in the case of Equipment now owned, and (ii) following a request by the Administrative Agent pursuant to subclause (i) above, within ten (10) days after acquiring any other Equipment, deliver to the Administrative Agent, any and all certificates of title, and applications therefor, if any, of such Equipment and shall cause the Administrative Agent to be named as lienholder on any such certificate of title and applications. No Grantor shall permit any such items to become a fixture to real estate or an accession to other personal property unless such real estate or personal property is the subject of a fixture filing (as defined in the UCC) creating a first priority perfected Lien in favor of the Administrative Agent.

Time is Money Join Law Insider Premium to draft better contracts faster.