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 Xxxxx’s support terms are available at: xxxxx://xxx.xxxxx.xx/support-terms. Except as set forth under Xxxxx’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, Xxxxx shall have no duty to provide any support for any Third Party Products
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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.
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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 (the Support Service Levels)
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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...
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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 Expectations Without limiting any other requirements of the Agreement, the Service Provider shall meet or exceed the following standards, policies, and guidelines:

  • Service Level Agreement 6.1 NCR Voyix will use commercially reasonable efforts to make the Service available to you at or above the Availability Rate set forth at xxxxx://xxx.xxx.xxx/support/aloha-sla. If NCR Voyix does not meet the Availability Rate, you are entitled to request a service-level credit subject to the terms of this Agreement. This credit is calculated as a percentage of the monthly recurring bill (or monthly pro rata share of billing, if billing does not occur monthly) for the Service for the month in which the Availability Rate was not met. The Availability Rate is determined by: (a) dividing the total number of valid outage minutes in a calendar month by the total number of minutes in that month; (b) subtracting that quotient from 1.00; (c) multiplying that difference by 100; and (d) rounding that result to two decimal places in accordance with standard rounding conventions. The number of outage minutes per day for a given service is determined by the lesser of the number of outage minutes. 6.2 Unavailability due to other conditions or caused by factors outside of NCR Voyix’s reasonable control will not be included in the calculation of the Availability Rate. Further, the following are expressly excluded from the calculation of the Availability Rate: (a) service unavailability affecting services or application program interfaces that are not used by you; (b) cases where fail-over to another data center is available but not utilized; (c) transient time-outs, required re-tries, or slower-than-normal response caused by factors outside of NCR Voyix’s reasonable control; (d) Scheduled Downtime, including maintenance and upgrades; (e) force majeure; (f) transmission or communications outages outside the NCR Voyix- controlled environment; (g) store-level down-time caused by factors outside of NCR Voyix’s reasonable control; (h) outages attributable to services, hardware, or software not provided by NCR Voyix, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services; (i) use of the Service in a manner inconsistent with the documentation for the application program interface or the NCR Voyix Product; (j) your Point of Sale (“POS”) failure or the failure to properly maintain the POS environment, including updating the POS firmware or version of the software running on the POS as recommended by either NCR Voyix, a third-party POS reseller or servicer; and (k) issues related to third party domain name system (“DNS”) errors or failures. 6.3 To obtain a service-level credit, you must submit a claim by contacting NCR Voyix through the website at xxxxx://xxx.xxx.xxx/support/aloha-sla Your failure to provide the claim and other information will disqualify you from receiving a credit. NCR Voyix must receive claims within 60 days from the last day of the impacted month. After that date, claims are considered waived and will be refused. You must be in compliance with the Agreement in order to be eligible for a service-level credit. You may not unilaterally offset for any performance or availability issues any amount owed to NCR Voyix. If multiple Services experience an outage in a given month, the total credit for that month will be the highest credit allowed for any single Service which failed; there is no stacking of credits. 6.4 The remedies set forth in the Section are your sole and exclusive remedies for performance or availability issues affecting the Services, including any failure by NCR Voyix to achieve the Availability Rate.

  • Support Services Rehabilitation, counselling and EAP’s. Support is strictly non- punitive, and can be accessed at anytime (self-identification of the need for help is strongly encouraged).

  • Service Level Standards In addition to all other requirements in this Agreement, and in accordance with the Best Claims Practices & Estimating Guidelines, Vendor shall use reasonable and good faith efforts to meet the Service Level Standards set forth below.

  • SERVICE LEVEL DESCRIPTION The Fund Accounting Agreement is hereby amended by deleting the Service Level Description attached thereto and replacing it in its entirety with the Service Level Description attached hereto.

  • 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.

  • Compliance Support Services Provide compliance policies and procedures related to services provided by BNY Mellon and, if mutually agreed, certain of the BNY Mellon Affiliates; summary procedures thereof; and periodic certification letters. · Such Compliance Support Services are administrative in nature and do not constitute, nor shall they be construed as constituting, legal advice or the provision of legal services for or on behalf of a Fund or any other person, and such services are subject to review and approval by the applicable Fund and by the Fund’s legal counsel. · Provide access to Fund records so as to permit the Fund or TRP to test the performance of BNY Mellon in providing the services under this Agreement. · Such Compliance Support Services performed by BNY Mellon under this Agreement shall be at the request and direction of the Fund and/or its chief compliance officer (the “Fund’s CCO”), as applicable. BNY Mellon disclaims liability to the Fund, and the Fund is solely responsible, for the selection, qualifications and performance of the Fund’s CCO and the adequacy and effectiveness of the Fund’s compliance program.

  • Service Level Agreements If a Service or a Plan includes a Service Level Agreement (SLA): (a) we are liable for any remedy or rebate specified by the SLA; and (b) subject to clauses 40 to 42, and to the express terms of the SLA, our liability for breach of the SLA is limited to such remedy or rebate.

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