Support and Service Level Clause Samples

Support and Service Level. 3.2.1 FEC shall provide support services during office hours (9am to 6pm) from Monday to Friday except Public Holidays, at no cost to Merchant, during Warranty Period. Merchant will be charged for services after the Warranty Period. 3.2.2 FEC shall provide to Merchant, and keep current, a list of persons and telephone numbers ("Calling List") for Merchant to contact in order to obtain answers to questions concerning Merchant's use of the System or assistance in solving problems encountered in Merchant's use of the System. Such Calling List shall include: (1) the first person to contact in the event of such question or problem, and (2) the persons in successively more responsible or qualified positions to provide the answer or assistance desired. 3.2.3 If Merchant detects any Error in Software during the Warranty Period, Merchant shall contact FEC's telephone consultative service. FEC shall respond, in any event, within eight (8) working hours. If FEC fails to respond; or if Merchant is unable, after three or more calls within a fifteen (15) minute period, to reach FEC's telephone consultative service; or if the designated person from the Calling List is not available when Merchant makes contact with FEC to obtain additional consultation and assistance, then Merchant 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.