SUPPORT AND RESPONSE TIME Sample Clauses
The SUPPORT AND RESPONSE TIME clause defines the obligations of a service provider to offer assistance and respond to customer inquiries or issues within specified timeframes. Typically, this clause outlines the types of support available (such as email, phone, or online ticketing), the hours during which support is provided, and the maximum time allowed to acknowledge or resolve reported problems. Its core practical function is to set clear expectations for service responsiveness, ensuring customers receive timely help and reducing uncertainty about how quickly issues will be addressed.
SUPPORT AND RESPONSE TIME. (i) Licensor shall provide telephone support solely for the reporting and correction of suspected Errors ("Support") Monday through Friday, 9:30 a.m. to 5:30 p.m., Mountain Standard Time, except Licensee holidays ("Maintenance Period"). Licensor will also have personnel on call outside of the Maintenance Period during which time Licensee may request Maintenance Services. Maintenance Services, both in and outside of the Maintenance Period, shall be provided as set forth below.
(ii) Licensor shall provide to Licensee, and keep current, a list of persons and telephone numbers ("Calling List") for Licensee to contact for Support. Such Calling List shall include:
(1) the first person to contact for the answer or assistance desired, and (2) the persons in successively more responsible or qualified positions to provide the answer or assistance desired.
(iii) If Licensee desires Maintenance Services, Licensee shall contact Licensor's telephone Support service in accordance with the Calling List. Licensor shall make best efforts to respond to Licensee's initial telephone call with off-site telephone consultation, assistance and advice relating to Support of the Software within thirty (30) minutes of Licensee's first call for Maintenance Services or, as to requests for assistance not involving suspected Class 1 or 2 Errors made outside of the Maintenance Period, within thirty (30) minutes after the start of the next day occurring during the Maintenance Period and, in any event, Licensor shall respond within two hours of such allowed response times. If Licensor fails to so respond; or if Licensee is unable, after three or more calls within a fifteen (15) minute period, to reach Licensor's telephone Support service; or if the designated person from the Calling List is not available when Licensee makes contact with Licensor to obtain consultation and assistance, then Licensee shall attempt to contact the next more responsible or qualified person on the Calling List until contact is made and a designated person responds to the call.
(iv) After Licensee reports a suspected Class 1 or 2 Error, Licensor shall provide a correction or workaround as soon as possible. Licensee shall consult with Licensor to convey the severity of the Error. If Licensor has not diagnosed and corrected a Class 1 or Class 2 Error on the same day as Licensee's initial telephone call, Licensee shall submit to Licensor a listing of output and such other data as Licensor may request and is reasonably...
SUPPORT AND RESPONSE TIME. Upon receipt of a support request, Workato will investigate the issue and provide Company with a response to each incident in accordance with the applicable Workato Support service plan as set forth in the table below. Support Plan & Hours Response Times Support Plan Support Hours Severity 1 Severity 2 Severity 3 Severity 4 Standard 8:00 am to 5:00 pm during Business Hours** (Mon-Fri) 4 Business Hours 8 Business Hours 4 Business Days 7 Business Days Premier and Premium 6:00 am to 6:00 pm during Business Hours** (Mon-Fri) 2 Business Hours 4 Business Hours 3 Business Days 5 Business Days Enterprise 24 X 7 X 365 1 hour 4 hours 2 Business Days 3 Business Days ** Business Hours/Business Days will be during the Support Hours and exclude any local public holidays and are based on applicable local times (in accordance with Company's address stated in the Agreement) as shown below: • America: Local United States time zone (EST, CST, MT, PST); • Europe, the Middle East and Africa: Central European Time (CET);
SUPPORT AND RESPONSE TIME. Licensor shall provide Support during the Support Hours. Licensor will also have personnel on call outside of the Support Hours from whom Lilly may request Maintenance Services. Maintenance Services, both in and outside of the Support Hours, shall be provided as set forth below.
SUPPORT AND RESPONSE TIME. Exacom shall provide telephone support as provided by Annex 1 (Helpdesk Support Guidelines).
SUPPORT AND RESPONSE TIME. The Client may contact ATS during the hours of 8:00 am (EST) to 8:00pm (EST), Monday through Friday, except on federal holidays. ATS shall provide off-site telephone support, in the form of consultations, assistance, and advise on the use and maintenance of the Software, within one business day, Monday through Friday, of Client’s request therefore. In the event that such problem in the software is not corrected within one business day, Monday through Friday, of the initiation of such off-site telephone support, the Client, at the request of ATS, shall send to ATS all requested printouts and or data (“Documentation”). Said Documentation shall be either delivered by Client to the offices of ATS, or shipped by common carrier to said offices, at Client’s expense for transportation. ATS shall propose temporary work-around procedures, if possible, and shall demonstrate to Client good faith and reasonable efforts to restore the Software.