Support & Maintenance. The Cloud Service and Software include basic online support and phone support. Support will be provided by Xxxxx, except for Webex Calling for SP, HCS, and Unified Communication Manager Cloud for Government in which case support will be provided by Your third-party service provider. When support is being provided by Cisco, Cisco will respond as set forth in the table below and may require information from You to resolve service issues. You agree to provide the information requested and understand that a delay in providing the information to Cisco may delay resolution and response time. Online Support allows access for support and troubleshooting via online tools, email and web case submission only. No telephone access is provided. Case severity or escalation guidelines are not applicable. Cisco will respond to a submitted case no later than the next business day during standard business hours. Phone Support provides Cisco Technical Assistance Center (TAC) access 24 hours per day, 7 days per week to assist by telephone, or web case submission and online tools with use and troubleshooting issues. Cisco will respond within one (1) hour for Severity 1 and 2 calls received. For Severity 3 and 4 calls, Xxxxx will respond no later than the next business day. You will also have access to Xxxxx.xxx, which provides helpful technical and general information about Cisco products, as well as access to Cisco's on-line knowledge base and forums. Please note that access restrictions identified by Cisco from time to time may apply. For Software, Cisco will provide (i) work-around solutions or patches to reported problems and (ii) major, minor, and maintenance releases of the licensed Software version, which can be accessed on Cisco Software Central. You may be required to update to the latest Software release to correct a reported Software problem. The below table outlines Cisco’s response objectives for submitted cases based on case severity. Cisco may adjust assigned case severity to align with the Severity definitions below. Software Support Service Technical Support Coverage Response Time Objective for Case Severity 1 or 2 Response Time Objective for Case Severity 3 or 4 Basic with Phone Support 24x7 via Phone & Web Response within 1 hour Response within next Business Day Basic with Online Support Web Response to all cases within next Business Day during Standard Business Hours The following definitions apply to this Section 5:
Support & Maintenance. The Cloud Services include online support and phone support. Cisco will respond as set forth in the table below and may require information from You to resolve service issues. You agree to provide the information requested and understand that a delay in providing the information to Cisco may delay resolution and response time. Online Support allows access for support and troubleshooting via online tools, email and web case submission only. No telephone access is provided. Case severity or escalation guidelines are not applicable. Cisco will respond to a submitted case no later than the next business day during standard business hours. Phone Support provides Cisco Technical Assistance Center (TAC) access 24 hours per day, 7 days per week to assist by telephone, or web case submission and online tools with use and troubleshooting issues. Cisco will respond within one (1) hour for Severity 1 and 2 calls received. For Severity 3 and 4 calls, Xxxxx will respond no later than the next business day. You will also have access to Xxxxx.xxx, which provides helpful technical and general information about Cisco products, as well as access to Cisco's on-line knowledge base and forums. Please note that access restrictions identified by Cisco from time to time may apply. The below table outlines Cisco’s response objectives based on case severity. Cisco may adjust assigned case severity to align with the Severity definitions below. Software Support Service Technical Support Coverage Response Time Objective for Case Severity 1 or 2 Response Time Objective for Case Severity 3 or 4 Basic with Phone Support 24x7 via Phone & Web Response within 1 hour Response within next Business Day Basic with Online Support Web Response to all cases within next Business Day during Standard Business Hours The following definitions apply to this Section.
Support & Maintenance. The Cloud Services include online support and phone support. Cisco will respond as set forth in the table below and may require information from you to resolve service issues. You agree to provide the information requested and understand that a delay in providing the information to Cisco may delay resolution and response time. Online Support allows access for support and troubleshooting via online tools, email and web case submission only. No telephone access is provided. Case severity or escalation guidelines are not applicable. Cisco will respond to a submitted case no later than the next business day during standard business hours. Phone Support provides Cisco Technical Assistance Center (TAC) access 24 hours per day, 7 days per week to assist by telephone, or web case submission and online tools with use and troubleshooting issues. Cisco will respond within one (1) hour for Severity 1 and 2 calls received. For Severity 3 and 4 calls, Xxxxx will respond no later than the next business day. You will also have access to Xxxxx.xxx, which provides helpful technical and general information about Cisco products, as well as access to Cisco's on-line knowledge base and forums. Please note that access restrictions identified by Cisco from time to time may apply. For Software, Cisco will provide (i) work-around solutions or patches to reported problems and (ii) major, minor and maintenance releases of the licensed Software version, which can be accessed on Cisco Software Central. You may be required to update to the latest Software release to correct a reported Software problem. The below table outlines Cisco’s response objectives based on case severity. Cisco may adjust assigned case severity to align with the Severity definitions below. Software Support Service Technical Support Coverage Response Time Objective for Case Severity 1 or 2 Response Time Objective for Case Severity 3 or 4 Basic with Phone Support 24x7 via Phone & Web Response within 1 hour Response within next Business Day Basic with Online Support Web Response to all cases within next Business Day during Standard Business Hours The following definitions apply to this Section. Response time means the time between case submission in the case management system to support engineer contact.
Severity 1 means the Cloud Service is unavailable or down or there is a critical impact to a significant impact to case submitter’s business operation. Case submitter and Xxxxx both will commit full-time resources to...
Support & Maintenance. (a) Contractor shall provide to Authority a toll-free telephone number or email address dedicated to Authority for the reporting of Product and/or Service maintenance and support issues. The toll-free number will supplement any online system Contractor may have. This maintenance/incident reporting telephone number must be staffed to receive trouble reports twenty-four (24) hours per day, seven (7) days per week, three hundred and sixty five (365) days per year, and must be adequately staffed at all times of the day. Contractor may also provide an internet-based, secure portal for Authority to report trouble and track maintenance in addition to other methods described in this Contract.
(b) Contractor shall identify a Single Point of Contact (“SPOC”) for all maintenance issues regarding the Services, and shall serve as the single point of contact and coordinator of the maintenance. The SPOC will be identified in the technical proposal.
(c) Contractor shall endeavor to provide at least thirty (30) days’, but shall provide no less than ten (10) days’, advance notice of any scheduled maintenance that could materially impact any Service. Authority may require reasonable rescheduling of maintenance if it reasonably believes that such maintenance may materially and adversely affect its operations. Contractor shall provide Authority with as much advance notice as practicable under the circumstances before performing any non-scheduled or unplanned emergency maintenance affecting the Services, but shall not delay such maintenance because of the notice requirement. Contractor shall conduct maintenance to minimize the impact on Authority and shall, at Authority’s request, reschedule Service- affecting maintenance or upgrades to avoid critical time periods that the Authority identifies in writing to the extent feasible in connection with time sensitive maintenance. Contractor shall be responsible for maintaining Contractor equipment, wherever located.
(d) Contractor shall make available to Authority, at no additional charge, those Improvements that Contractor makes available to any of its customers without additional charge. Contractor shall notify Authority as far in advance as feasible of any proposed Improvement. Contractor shall not, without Authority’s written consent, knowingly implement any proposed Improvement that would require significant changes to Authority’s facility(ies), system(s), or equipment; materially and adversely affect Authority’s ability to fully...
Support & Maintenance. NT shall provide the support and maintenance services set forth on Exhibit A (“Support and Maintenance”) for each Subscription Term.
Support & Maintenance. Tobii will only provide You with Basic Support for the Licensed Software as described in the following document xxxxx://xxx.xxxxxxxx.xxx/siteassets/tobii-pro/documents/tobii-pro-support-service- description.pdf/. Tobii will not provide You with maintenance of the Licensed Software and will have no obligation to provide updates to it.
Support & Maintenance. Subject to the terms and conditions of this Agreement, and the applicable ordering document, you may purchase support and maintenance services as set forth in Tableau’s Support and Maintenance Policies (“Support and Maintenance Services”) and as specified in your Invoice.
Support & Maintenance. TWC shall use commercially reasonable efforts to maintain the TWC-provided and installed cabling, routers and other TWC-installed equipment, if any, (collectively, the “Equipment”) used by TWC to provide the Service. TWC shall provide a telephone number and email address for inquiries and remote problem support for the Service. All such Customer support shall be provided to Customer’s help desk personnel only. Customer is responsible for interfacing with its employees and end users. In no event shall TWC be responsible for providing such support for any network, equipment or software not provided and installed by TWC under this Agreement or for issues or problems beyond its direct control. Customer agrees to provide routine operational Service support for Equipment and service components collocated at Customer's facility, including without limitation by performing reboots, as requested by TWC.
Support & Maintenance. 3.1 Nuix software is constantly maintained and updated, and new features are often added. In order to receive these new upgrades and features, your Support and Maintenance Fees must be paid and up to date.
3.2 Nuix provides next-business-day telephone and email support for its customers. In order to receive assistance from Nuix for any issues, queries or requests, Nuix Support and Maintenance Fees must be paid and up to date.
Support & Maintenance. BusRight may, from time to time, provide to Subscriber updates, enhancements, modifications, improvements in and to the System which shall all be subject to the terms and conditions of this Agreement. BusRight has system maintenance periods throughout the year that will affect Subscriber’s ability to interact with the System. BusRight will use commercially reasonable efforts to notify Subscriber in advance of any disruptions. It is Subscriber’s responsibility to ensure that all necessary physical conditions and requirements are maintained in a sufficient state (e.g., mounts properly installed, wiring functioning and connected appropriately at all times) to permit the proper functioning of the BusRight system. Subscriber is solely responsible for the maintenance, repair, and replacement of any necessary tablets, mounts, wires, pins, and other ancillary peripherals required to properly deliver the BusRight service. BusRight acknowledges that Subscriber may, through its own action or inaction, cause or experience damage or loss to its leased BusRight tablets. BusRight may elect, solely at its discretion, to replace up to 2% of these tablets, at its own expense, in the event of damage or loss during the Term contained in the Statement of Work. The Subscriber will not be assessed any additional fees or charges for these discretionary remediations.
