Support Service Level Sample Clauses

Support Service Level. SFDC shall, at no additional charge, (a) provide to Licensee, during the term of this Agreement, the support and maintenance services (“Support Services”) and (b) meet, during the Initial Phase, the service levels (“Service Levels”), in each case as set forth in Exhibit B.
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Support Service Level. 3.1 Support; Updates. Fugue shall provide support to Customer and Users in connection with the Service through Fugue’s generally available online ticketing and support system (“Support Services”) in accordance with the specific support terms set forth for the Fugue tier subscribed for in each Order Form. A description of Fugue’s support terms are available at: xxxxx://xxx.xxxxx.xx/support-terms. Except as set forth under Fugue’s standard support terms available at xxxxx://xxx.xxxxx.xx/support- terms, Fugue shall have no obligation to support the Service in any way, nor to provide any modifications, error corrections, bug fixes, new releases or other updates to the Service (each, an “Update”). In the event that Fugue, in its sole discretion, makes an Update available to Customer under this Agreement, such Update shall be deemed to be part of the Service for the purposes of this Agreement and shall be subject to the terms and conditions of this Agreement. For the avoidance of doubt, Fugue shall have no duty to provide any support for any Third Party Products
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Support Service Level. All Authorized Users will receive support for Services provided via email and web, during regular business hours, which are 8 am – 5 pm Pacific Time (which includes the shift from PST to PDT for daylight savings) in English. Phone support is not included as a core service offering for SimpleTrials Authorized Users but may be elected with Professional Services. Additional Support details are available per the MSA or additional terms governing your use of the Service. Such details may include Service Level Availability (“SLA”) terms (e.g., server uptime percentages and related penalties) as well as targets for support ticket classification and handling as well as additional methods of requesting support (e.g., phone if available). For the purposes of these Terms, an “Error” means a material failure of the Service to perform with TBFS documentation such that the Service is significantly impaired or degraded for the Authorized Users. As an Authorized User, you may report any suspected Error via the support ticket system. In such case, TBFS shall obtain from the Authorized User a detailed, written description and documentation of the suspected Error. The only responsibility of TBFS in relation to a reported Error is to use commercially reasonable efforts to correct the Error. An Error correction may consist of a separate patch, a workaround, or it may be included in the next available upgrade or release of the Service, at the discretion of TBFS. TBFS reserves the right to change or upgrade any equipment, software or features associated with the Service without notice to Authorized Users. TBFS will install security patches, minor updates, upgrades and service packs (“Updates”) as it determines in its sole discretion, and reserves the right, but has no obligation, to roll back any Updates. Any such modification or replacement by TBFS shall not constitute default by TBFS under the Agreement between TBFS and the Client, provided such modification or replacement does not substantially decrease the Service offering as determined solely by TBFS. Downgrade of the Service by the licensed Client (e.g,. Admin user) may cause the loss of features, content (e.g., associated with features no longer available), or capacity (e.g., data limits) of your account. TBFS does not accept any liability for such loss. TBFS is not responsible for user management (e.g. creation of user accounts or study access setup) or data updates within your workspace. TBFS support will assist with us...
Sample 1
Support Service Level. The following details our customer service process. This is available for service affecting issues only; non-service affecting issues will be dealt with during 08:30-17:30 Monday to Friday with a response within 24 hours.
Sample 1
Support Service Level. The Client shall promptly report any issues with the Software to Fuuse, as well as any issues with the Charge Points that may impact the deployment of the Software. Issues should be reported by the Client to: xxxxxxx@xxxxx.xx; via the Fuuse live chat service or by phone to 00000 00000. Fuuse will respond to support queries as follows: Target time to respond Target time to propose action for resolution Support queries sent during Normal Business Hours 2 hours Within 12 hours from the Target response time Support queries sent outside Normal Business Hours 6 hours Within 12 hours after the start of next Business Day (the Support Service Levels)
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Related to Support Service Level

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Service Levels All service level requirements will be set forth in Exhibit A (“XXXX.xxx Referral Service Level Requirements”). Recipient Xxxxxx agrees to adhere, and encourage Recipient Agent’s adherence, with the version of the XXXX.xxx Referral Service Level Requirements in effect at the time XXXX.xxx identifies the Referral to Recipient Broker/Agent.

  • Service Level Agreement Subject to the terms and conditions of this Agreement, Bank agrees to perform the custody services provided for under this Agreement in a manner that meets or exceeds any service levels as may be agreed upon by the parties from time to time in a written document that is executed by both parties on or after the date of this Agreement, unless that written document specifically states that it is not contractually binding. For the avoidance of doubt, Bank’s Service Directory shall not be deemed to be such a written document.

  • Support Services HP’s support services will be described in the applicable Supporting Material, which will cover the description of HP’s offering, eligibility requirements, service limitations and Customer responsibilities, as well as the Customer systems supported.

  • Service Level Credits If Verint does not meet the Uptime Percentage levels specified below, Customer will be entitled, upon written request, to a service level credit (“Service Level Credit”) to be calculated, with respect to the applicable Hosted Environment, as follows: • If Uptime Percentage is at least 99.95% of the month’s minutes, no Service Level Credits are provided; or • If Uptime Percentage is 99.75% to 99.94% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is 99.50% to 99.74% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 7.5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is less than 99.50% of the month’s minutes, Customer will be eligible for a credit of 10.0% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint. Customer shall only be eligible to request Service Level Credits if Customer notifies Verint in writing within thirty (30) days from the end of the month for which Service Level Credits are due. All claims will be verified against Verint’s system records. In the event after such notification Verint determines that Service Level Credits are not due, or that different Service Level Credits are due, Verint shall notify Customer in writing on that finding. With respect to any Services Level credits due under Orders placed directly by Customer on Verint, Service Level Credits will be applied to the next invoice following Customer’s request and Verint’s confirmation of available credits; with respect to any Service Level Credits due for SaaS Services under Orders placed on Verint by a Verint authorized reseller on Customer’s behalf, Service Level Credits will be issued by such reseller following Customer’s request and Verint’s confirmation of available credits and such Services Level Credits may only be used by Customer with respect to subsequent purchases of Verint offerings through that reseller. Service Level Credits shall be Customer’s sole and exclusive remedy in the event of any failure to meet the Service Levels. Verint will only provide records of system availability in response to Customer’s good faith claims.

  • Maintenance and Support Services As long as you are not using the Help Desk as a substitute for our training services on the Tyler Software, and you timely pay your maintenance and support fees, we will, consistent with our then-current Support Call Process:

  • TECHNICAL SUPPORT SERVICES 2.1 The technical support services (the "Services"): Party A agrees to provide to Party B the relevant services requested by Party B, which are specified in Exhibit 1 attached hereto ("Exhibit 1").

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