Support Services Escalation Sample Clauses

Support Services Escalation. Within the course of a Customer request to eXo Support Services, a case will be handled thanks to the following escalation procedure : ● Level One Support means administrative and technical acknowledgement of support requests, documentation of requests, basic troubleshooting, and providing common solutions for issues requiring less than 30 minutes to resolve. If no solution is found, a Level Two escalation is made. ● Level Two Support means the escalation point for Level One Support. Level Two Support provides support for issues requiring more than thirty (30) minutes to resolve, in-depth research and troubleshooting. All requests reporting one or more Errors with known solutions are Level One and Two Support issues. ● Level Three Support means acknowledgement of a category of Errors reported by eXo for the Software which, after initial analysis is determined most likely to be the result of a design defect with the Software or the result of a complex interaction that requires a bug fix as described in the eXo Software maintenance program.
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Support Services Escalation 
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Related to Support Services Escalation

  • 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.

  • 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:

  • Extended Support Services As long as funding is available (through FFFS, etc.), the district will provide the following supportive services for individuals who are eligible under the TANF Services 200% of poverty eligibility guidelines: Services listed in the supportive services attachment are provided to TANF, SNAP and 200% eligible individuals.

  • Technical Support Services 2.1 The technical support services (the "Services"): Party A agrees to provide to Party B the relevant services requested by Party B, which are specified in Exhibit 1 attached hereto ("Exhibit 1").

  • Maintenance Services Subject to Client’s timely payment of the applicable maintenance fees, Accenture will make available the following maintenance services (“Maintenance Services”):

  • Construction Phase Services 3.1.1 – Basic Construction Services

  • 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.

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

  • Maintenance Scheduling The NTO shall schedule maintenance of its facilities designated as NTO Transmission Facilities Under ISO Operational Control and schedule any outages (other than forced transmission outages) of said transmission system facilities in accordance with outage schedules approved by the ISO. The NTO shall comply with maintenance schedules coordinated by the ISO, pursuant to this Agreement, for NTO Transmission Facilities Under ISO Operational Control. The NTO shall be responsible for providing notification of maintenance schedules to the ISO for NTO Transmission Facilities Requiring ISO Notification. The NTO shall provide notification of maintenance schedules to affected Transmission Owners for NTO Transmission Facilities Requiring ISO Notification and Local Area Transmission Facilities pursuant to Section 3.5.3 of the ISO Services Tariff.

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