Support Plans. Seller will invoice upon purchase for support plans purchased with the sale of a new instrument or if the instrument’s existing warranty or support plan has not expired. If the instrument’s warranty or support plan has expired, the seller will invoice once the recertification requirement is complete per the terms in section 8g. For the avoidance of doubt, if the buyer purchases a multi-year support plan, then the seller will invoice for all years upon purchase.
Support Plans. Solution Assurance under this CCSLA covers any issues directly relating to the Solution QDABRA created for CLIENT, such as: QDABRA designed forms and dashboards; web sites and solution configuration; collection of data; processing of data flows; and workflows and reporting. Solution Assurance under this CCSLA DOES NOT cover: Anything outside of the QDABRA solution; line of business processes downstream from the solution; machine configurations for users; or design change requests completed after the start of the support plan. The plan levels, fees, project reviews included, response time, and included support hours are set forth below: Plan Level Annual Retainer Project Reviews Response Time Support Hours * Basic $2,500 Annual < 48 hours 13~47 Standard $5,000 Quarterly < 24 hours 26~94 Enterprise $10,000 Bi-Monthly < 12 hours 52~188 VIP $20,000 Monthly < 4 hours 104~376 * hours vary based on rate of support engineer Unused support hours roll over to the next term and become “Rollover Hours.” Unused Rollover Hours expire at the end of the Term in which they accrued (i.e. if accrued in the Initial Term, they expire at the end of the Initial Term; if accrued during an Extended Term, they expire at the end of the Extended Term in which they accrued). If CLIENT changes to a lower level of plan at the end of a Term, expired Rollover Hours from the prior Term can also be used during the Extended Term to attend QDABRA training classes or have QDABRA perform health checks if such services are offered by QDABRA during the Extended Term. Fees for the Initial Term are in U.S. Dollars, to be paid annually. Payment for the fee set forth in this Section 4.a is due on the Effective Date of this Agreement.
Support Plans. Coverage parameters specific to the Support Plans under this Agreement are as follows: ● Service Hours: 9:00 A.M. to 6:00 P.M. (CST) Monday – Friday o Excludes Holidays. ● Response Time: within 5 business days. ● Service Hours: 9:00 A.M. to 6:00 P.M. (CST) Monday – Friday o Excludes Holidays. ● Response Time: within 2 business days. ● Service Hours: 9:00 A.M. to 6:00 P.M. (CST) Monday – Friday o Includes Holidays. ● Response Time: within 1 business day.
Support Plans. Tehama provides three tiers of support for the Service – Standard, Professional, and Enterprise. For more information about Support Plans, visit Support Plans.
Support Plans. With respect to and to the extent purchased under any applicable Order, ThreatBlockr will provide telephone support with response times as follows: Business Hours Availability Mon – Fri, 8am to 5pm CT (excluding holidays) After Hours Availability Yes – 24x7x365 No Severity 1 – Critical Equipment is down, critically affects Customer Equipmention environment. No workaround available yet. ≤ 1 hour ≤ 1 Business hour Severity 2 – High Equipment is impaired, Customer Equipmention up, but impacted. No workaround available yet. ≤ 2 hours ≤ 2 Business hours Severity 3 – Medium A Equipment function has failed, Customer Equipmention not affected. Support is aware of the issue and a workaround is available. ≤ 4 Business hours ≤ 4 Business hours Severity 4 – Low Non-critical issue. Does not impact Customer business. Feature, information, documentation, how- to and enhancement requests from Customer. ≤ 8 Business hours ≤ 8 Business hours You must register Equipment for which you have purchased support at xxxxx://xxxxxxxx.xxxxxxxxxxxx.xxx, or any successor site thereto, as specified by ThreatBlockr (“Support Website”) to access the features and benefits available to such Equipment. In connection with Customer’s purchase of a Support Plan described above, ThreatBlockr shall provide the services as set forth in the table entitled “Support Plans and Services Offered” above, including: • Remote Technical Support o Telephone support available during the times specified for the Support Plan. o Support cases created via the web will have a response time based on the severity classification as set forth in the table entitled “Support Plans and Services Offered” above. • Secure Web Access o Access to the Support Website to acquire the latest software versions, fixes, feature releases, software release notes, signature updates, FAQs, case management and technical documentation. o ThreatBlockr will use commercially reasonable efforts to ensure that the Support Website) is available 24×7. ThreatBlockr reserves the right to modify the Support Plans offered so long as such modification does not result in degradation of service. Please refer to the Support Website for the most current support plan descriptions.
Support Plans. Puzzel offers four different support plans (each a “Support Plan”): Multi-Channel Support – Business Hours Engage with Puzzel Support via Phone, Chat or Submit a ticket via Puzzel Help Centre during Business Hours* ✓ ✓ ✓ ✓ Troubleshooting Troubleshooting in accordance with the Time Targets (see below for Emergency Phone Support) ✓ ✓ ✓ ✓ Platform Status Visibility of the Puzzel platform availability status ✓ ✓ ✓ ✓ Knowledge Base Access to Knowledge Base on Puzzel Help Centre ✓ ✓ ✓ ✓ Customer Hub Open a ticket with Puzzel Support and visualise the status ✓ ✓ ✓ ✓ Service Credits Penalty/Credits on Breach of Service Level for the Puzzel Service ✓ ✓ ✓ Service Level Reporting This reporting shows the Puzzel Platform availability and number and type of tickets raised with Puzzel Support ✓ ✓ ✓ Emergency Phone Support – Extended Hours Troubleshooting critical incidents (P1 and P2) during Extended Hours** ✓ ✓ Emergency Phone Support - 24/7 Troubleshooting critical incidents (P1 and P2) 24/7 ✓ Phone Support – Extra hours Early (08:00 – 10:00 CET) or Late (16:00 – 17:30 CET) access to our international Support Team ✓ *Business Hours **Extended Hours Norway Monday – Friday 08:00 – 16:00 CET 08:00 – 21:00 CET Sweden Monday – Friday 08:00 – 17:00 CET 08:00 – 21:00 CET Denmark Monday – Friday 08:00 – 16:00 CET 08:00 – 21:00 CET UK Monday – Friday 09:00 – 17:00 GMT 09:00 – 22:00 GMT Finland Monday – Friday 09:00 – 17:00 EEST 09:00 – 22:00 EEST
Support Plans. 12.1. Arinda offers two main types of Support Plan, being Business Hours Support Plans and Extended Hours Support Plans. Generally speaking, the Business Hours Support Plans (being the Lite Plan and the Standard Plan) provide the Client with Support during Business Hours. The Extended Hours Support Plans (being the Extended Plan and the Premium Plan) provide the Client with Support during both Business Hours and After Hours.
Support Plans. 12.6.1 This section applies to Permanent, Probationary, and Temporary unit members. The District and SEA support professional growth aligned with the California Standards for the Teaching Profession (“CSTP”), (teachers), National Evaluation Framework for School Social Work Practice (social workers), Performance Assessment of Contributions and Effectiveness of SLPs (SLPs). This support may focus on academic, social-emotional, and/or behavioral needs and growth of students. Support for professional growth of unit members can be initiated by unit member request, by principal request and/or referral or as a result of an Unsatisfactory or Needs Improvement rating as specified in section 12.6.2.
12.6.2 The evaluator(s) of unit member(s) on Traditional Formal Evaluation shall take action to assist in correcting any “Needs Improvement” or “Unsatisfactory” rating on any standard of the Traditional Formal Certificated Instructional Evaluation Summary Form. Such action shall include specific written recommendations for improvement and assistance in implementing such recommendations (Appendix D-9, Teacher Support Plan). It may also include but not be limited to peer assistance and/or requirements that the unit member shall, as determined necessary by the evaluator, participate in a program designed, in collaboration with the unit member, to improve the appropriate area(s) of performance.
12.6.3 A unit member off-cycle or on an alternative evaluation may be placed on a Support Plan if, in the judgment of the evaluator, the unit member’s performance falls below expectations for “Satisfactory” on any standard of the CSTP’s. This judgment will be based on documented evidence. Such action shall include specific written recommendations for improvement and assistance in implementing such recommendations (Appendix D-9, Teacher Support Plan). It may also include but not be limited to peer assistance and/or requirements that the unit member shall, as determined necessary by the evaluator, participate in a program designed, in collaboration with the unit member, to improve the appropriate area(s) of performance.
12.6.4 In addition to evaluator initiated Support Plans (See 12.6.2 and 12.6.3) the unit member may request support for professional growth aligned with the CSTP’s (teachers), National Evaluation Framework for School Social Work Practice (social workers), Performance Assessment of Contributions and Effectiveness of SLPs (SLPs). This support may focus on academic, social-...
Support Plans. 6.1.1. Xpertdoc offers three (3) different support service plans to its Customers:
6.1.2. Standard Support, which is described herein and provides a response based on best effort guided by the Service Level Objectives detailed herein;
6.1.3. Premium Support, which is an Additional Service and which provides priority support, as more fully described in Section 7.5 herein; and
6.1.4. Premium Support with 24/7 Extended Support, which is an Additional Service and which includes the Premium support, with, in addition 24 hours /7 days a week assistance in case of critical Incident, as more fully described in Section 7.6 herein.
Support Plans. 7.1. Customer shall purchase from Playermaker one of the support plans listed in the Support Plan Exhibit below (“Support Plans”).
7.2. For the purposes of the Support Plans, Playermaker shall handle Errors in accordance with the Error levels as defined in this Section 6.2 (and as shall be classified at Playermaker’s reasonable discretion):
