Support Service Levels. In the event that the Licensed Software fails to perform in accordance with the Specifications or otherwise contains errors, defects, bugs, nonconformity or malfunctions, the JBE shall notify the Contractor of such condition, and Contractor shall respond to the JBE’s requests for Support Services in accordance with the Service Levels set forth in Exhibit 9 (Maintenance and Support). The JBE shall assign the applicable Service Level, as described in Exhibit 9 (Maintenance and Support) to each request for Support Services and Contractor shall respond according to the applicable response requirements set forth in Exhibit 9 (Maintenance and Support), based on the severity of the error, defect, bug, nonconformity or malfunction designated by the JBE. Contractor shall perform such correction or repair at no additional charge to the JBE. In the event that Contractor is unable to complete the corrections or repairs necessary to permit the Licensed Software to perform and conform to the Specifications or to correct such error, bug, nonconformity or malfunction, then the parties shall invoke the Escalation Procedure set forth in Exhibit 9 (Maintenance and Support).
Support Service Levels. Forward Networks will provide the support services set forth in Exhibit B. In addition, if Customer has an active subscription to use the Forward Networks SaaS Service, Forward Networks will comply with the service level obligations set forth in Exhibit C.
Support Service Levels. 4.1. [insert details of service levels agreed where these are different from the main Contract clause 13]
Support Service Levels. 4.1 The first level investigation notes should be supplied by super user/operational leads in the support tickets. Second and third level support investigation will be conducted by OTG in consultation with Customer.
Support Service Levels. Xxxx shall provide support services as outlined in its Standard Operating Procedures document which may be updated from time to time.
Support Service Levels. Contrast will provide support and uptime for the Service and/or Product, as applicable, in accordance with (i) the support package selected by Customer on the applicable Order Form (if any), and (ii) Contrast’s then-current standard Support and Availability Policy set forth at xxx.xxxxxxxxxxxxxxxx.xxx/xxx.
Support Service Levels. (a) Response times and Resolution will be measured from the time Xxxxxx receives a Support Request until the respective times Xxxxxx has: (i) responded to that Support Request, in the case of response time; and (ii) Resolved that Support Request. "Resolve", "Resolved", "Resolution" and correlative capitalized terms mean, with respect to any particular Support Request, that Xxxxxx has corrected the Error that prompted that Support Request. Xxxxxx shall respond to and Resolve Support Requests as set out below based on Organization's designation of the severity of the associated Error, subject to Xxxxxx’ right to revise such designation after Xxxxxx’ investigation of the reported Error and consultation with Organization;
Support Service Levels. An incident is defined as a situation where the Product does not function as warranted (“Incident”). The detail below defines the severity level of each type of Incident. CertiPath will use commercially reasonable efforts to provide the targeted responses included below. Severity Level: 1 Definition: Total service failure of (operational) system (e.g. failure of a component of a critical process). Failure results in a critical part of the Product being unavailable. Targeted response time: Within 2 hours of the receipt of the Support request from Licensee’s support liaison. If the request for Support is received after 5:00 pm US ET during the business day, targeted response time begins the next business morning. Severity Level: 2 Definition: Failure of one or more system functions making use of the Product difficult (e.g. Product still running and operational, but not to full capacity).
Support Service Levels. SkySync will provide support and uptime for the Service in accordance with (i) the support package selected by Customer on the applicable Order Form (if any) and (ii) SkySync’s then-current standard Support and Availability Policy (the current version of which is set forth at xxxxx://xxx.xxxxxxx.xxx/supportpolicies/ (A current copy of these polices are available and may be downloaded for the webpage in .PDF format)
Support Service Levels. Subject to the terms and conditions of this Agreement, CareStack will provide its standard support and maintenance services for the Service that it generally provides to other customers without additional charges. CareStack will undertake commercially reasonable efforts to make the Services available.
