Support Services Availability. Unless otherwise agreed upon in writing, Support Services shall be available:
a. Service Outage: 24/7/365 via phone and online community (email excluded); and
b. Severity 1/2/3: Unless otherwise agreed by the parties in a signed writing, 9:00 am to 6:00 pm, Eastern Time, Monday through Friday, excluding holidays (the “Business Hours”) via phone, email and online community.
Support Services Availability. During the Subscription Period, Accela shall provide to Customer the Support Services specified in the Order and shall make all commercially reasonable efforts to attain the service levels specified in the applicable policies. The remedies set forth in the Support Services & Service Level Policies are the sole and exclusive remedies for any breach of the service levels. Customer grants Accela a royalty-free, worldwide, transferable, sub- licensable, irrevocable, perpetual license to use or incorporate into its software or services any suggestions or other feedback provided by Customer or Authorized Users relating to the operation or features of the Subscription Services.
Support Services Availability. Unless otherwise agreed by the parties in a signed writing Support Services shall be available from 9:00 am to 6:00 pm, U.S. Eastern Time, Monday through Friday, excluding holidays (the “Business Hours”).
Support Services Availability i. The Supplier shall provide Support Services during its normal working hours. The Supplier shall use its best efforts to provide emergency support outside of these hours.
ii. The Customer shall, if so requested by the Supplier, give the Supplier a listing of output and any other data which the Supplier requires in order to reproduce operating conditions similar to those present when any defect or error in the Supplier's Software was discovered.
Support Services Availability
