Support, Service Level Agreements and Routine Maintenance Sample Clauses

Support, Service Level Agreements and Routine Maintenance. In the event CLIENT requires support from AU, CLIENT shall request such support by contacting AU via phone at AU’s service desk at (000) 000-0000, emailing a ticket to xxxxxxx@xxxxxxxxxx.xxx or via the portal generated via xxx.xxxxxxxx.xxx. Upon receipt of such request, AU shall designate the support request with a priority level as follows: “Priority 1” means the applicable Managed Services (including a business critical application) are not operational at all or there is complete loss of network connectivity to all of CLIENT’s users. “Priority 2” means the applicable Managed Services (including a business critical application) are not operational at all or there is loss of network connectivity to some of CLIENT’s users. “Priority 3” means an individual user issue such as a user workstation preventing access to network or user has a problem printing. “Priority 4” means a low business impact issue including without limitation moves, adds, or changes and new user set up. In the event CLIENT reasonably believes it is dealing with a Priority 1 or Priority 2 issue, CLIENT shall contact AU via phone. Any support requests received by AU from CLIENT via email or via the portal shall be considered a Priority Level 3 or Priority Level 4, as determined by AU in its sole and absolute discretion. AU shall provide a response to the CLIENT’s request based on the priority level designated by AU and in accordance with the timeframes identified in the applicable SOW. Unless otherwise agreed by the parties in an SOW, AU shall provide support during the following hours at AU’s then-current rates: Category Classification Days Availability Hours Support Requests Served Regular Business Hours Business Hours Monday - Friday 6 am to 6 pm All Support Requests After Business Hours After Hours Monday - Friday 6 pm to 6 am High-P2 or Critical P1 Only Weekend Hours After Hours Saturday - Sunday 24 hours High-P2 or Critical P1 Only AU may from time to time provide service level agreements related to particular Managed Services as further described in the applicable SOW. Any services credits provided to CLIENT in relation to the service level agreements shall be CLIENT’s sole and exclusive remedy for AU’s failure to meet the applicable service level agreements. CLIENT acknowledges and agrees that AU may perform routine maintenance to the network between the hours of 12:00 AM and 4:00 AM local time as determined by AU in its sole discretion.
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Related to Support, Service Level Agreements and Routine Maintenance

  • Service Level Agreements If a Service or a Plan includes a Service Level Agreement (SLA):

  • 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.

  • 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:

  • Software Maintenance and Support If You purchase Software Maintenance and Support for the Software, the Software Maintenance and Support will be provided as described in Kofax’s then current Software Maintenance and Support Agreement, available at xxxx://xxx.xxxxx.xxx/legal/SMSA, and which is incorporated herein by this reference. If You are active and current on Software Maintenance and Support, You may request reconfigurations of the Software subject to Your payment of Kofax’s then current standard rates for such reconfigurations. Kofax will have no liability to You arising from or related to Your cessation of Software Maintenance and Support, whether from Your failure to timely renew Software Maintenance and Support or otherwise. If You elect to reinstate Software Maintenance and Support following expiration of the Software Maintenance and Support for whatever reason, You will (a) pay a reinstatement fee equal to the sum of the current annual Software Maintenance and Support fees, any unpaid Software Maintenance and Support fees from the date of expiration to the date of reinstatement, and an amount equal to one additional year of Software Maintenance and Support fees, and (b) apply all upgrades, enhancements and new releases to the Software needed to bring Your Software current with Kofax’s most current supported version of the Software. Software Maintenance and Support pricing will increase for renewal terms by an amount not to exceed 5% of the prior year term fee, provided that increases associated with additional software license purchases, if any, will be incorporated into the base for the purpose of calculation of each annual increase.

  • Routine Maintenance Services PM1.03.2-1 Respond immediately to restrict all access to Highway Crossing Infrastructure, as directed by the Province.

  • Routine Maintenance (i) CRC shall be responsible for Routine Maintenance when necessary or desirable to maintain the Shared Assets in a safe operating condition, and to permit and facilitate (A) the performance by CRC of its obligations pursuant to this Agreement, and (B) the use of Shared Assets by the Operators in accordance with this Agreement.

  • Support and Maintenance Services Information about Teradici’s support and maintenance for the Licensed Product may be found at xxxxx://xxxx.xxxxxxxx.xxx.

  • Software Maintenance Subrecipient shall apply security patches and upgrades in a timely manner and keep virus software up-to-date on all systems on which State data may be stored or accessed.

  • 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.

  • Operation and Maintenance Manuals Receipts for transmittal of Operation and Maintenance Manuals, Brochures and Data to the Design Professional (or Commissioning Agent) as required by Section 6.1.1.5.

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