Support Hours and Response Times Clause Samples
Support Hours and Response Times. The maintenance and support service is carried out on German working days (Monday to Friday) between 9 am and 5 pm CEST (definition of a Business Day/Normal Business Hours for the purpose of this Agreement). The Supplier will react to queries from the Customer’s Master Users at the latest within one business day. The Supplier will provide a telephone number, email address, and credentials for the Customer’s Master Users to access the Supplier’s issue tracking system immediately without undue delay after this Agreement becomes effective.
Support Hours and Response Times. General Informer support is available during the following times, excluding Entrinsik holidays: • Phone support: 8 a.m. and 6 p.m. Eastern time, Monday through Friday. • Email support: 8 a.m. and 6 p.m. Eastern time, Monday through Friday. To contact Entrinsik Support, please make use of the following resources: • Email: ▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇▇ • Phone: ▇▇▇-▇▇▇-▇▇▇▇ Email is the preferred method of communication as it allows our support staff to respond to requests more quickly. Entrinsik strives to quickly and effectively answer all questions that may arise from the configuration, implementation, and use of Informer. Entrinsik will respond within 1 business hour to any critical issues received during the times listed above. Non- critical issues will be responded to within 2 business days in order of criticality. Critical issue means a support issue in which Informer (or as applicable the Informer Cloud) is non-operational (i.e., “down”). Customer is unable to execute any reports or access Informer. Non-critical issue means a support issue related to a specific report or feature, or to a general use question, or requested enhancement, with no other Informer functionality impacted. Incoming tickets will be prioritized according to their Managed Services Subscription - Platinum, Gold, Silver, and Basic - with Platinum receiving the highest priority. Tickets from higher tiers will be addressed before those from lower tiers to ensure timely support based on service level. After-hours support may be provided at the current after-hours support rate at time of request, currently US $250 per hour. After hours and holiday support will be provided on a best endeavors basis and depends on the availability of support staff.
Support Hours and Response Times. General Informer support is available during the following times, excluding Entrinsik holidays: • Phone support: 8 a.m. and 6 p.m. Eastern time, Monday through Friday. • Email support: 8 a.m. and 6 p.m. Eastern time, Monday through Friday. To contact Entrinsik Support, please make use of the following resources: • Email: ▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇▇ • Phone: ▇▇▇-▇▇▇-▇▇▇▇ Email is the preferred method of communication as it allows our support staff to respond to requests more quickly. Entrinsik strives to quickly and effectively answer all questions that may arise from the configuration, implementation, and use of Informer. Entrinsik will respond within 1 business hour to any critical issues received during the times listed above. Non- critical issues will be responded to within 2 business days in order of criticality. Critical issue means a support issue in which Informer (or as applicable the Informer Cloud) is non-operational (i.e., “down”). Customer is unable to execute any reports or access Informer. Non-critical issue means a support issue related to a specific report or feature, or to a general use question, or requested enhancement, with no other Informer functionality impacted. After-hours support may be provided at the current after-hours support rate at time of request, currently US $250 per hour. After hours and holiday support will be provided on a best endeavors basis and depends on the availability of support staff.