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.
Appears in 5 contracts
Samples: Master Services Agreement, Master Services Agreement, Master Services Agreement
