Support Services Obligations Clause Samples
The Support Services Obligations clause defines the responsibilities and standards that a service provider must meet when delivering support services to a client. Typically, this clause outlines the scope of support, such as response times, availability of helpdesk resources, and the types of issues covered, like technical troubleshooting or software updates. By clearly specifying these obligations, the clause ensures that both parties have a mutual understanding of support expectations, reducing the risk of disputes and ensuring reliable assistance for the client.
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Support Services Obligations. Communications with Customers Through-out Life of Support Incident: Company shall be the primary Customer contact and manage all communications with Customers. Company shall update Customers as necessary during the life of a support issue/Incident (i.e. until the support ticket is closed).
Support Services Obligations. The Agent shall have the sole responsibility to make available and provide to its customers timely, professional and adequate support services in accordance with the highest professional standards prevailing in the industry.
Support Services Obligations. 3.1 Customer shall use the DataRobot Support Portal to report any bug, error or malfunction in the Solution (“Error”). DataRobot will use commercially reasonable efforts, commensurate with the severity of the Error, to correct the Error so that the Solution will substantially perform in accordance with the Documentation.
3.2 Customer shall conduct reasonable and adequate research with respect to any claimed Error prior to contacting the DataRobot Support Portal. Customer will respond promptly to all reasonable DataRobot requests for information and assistance regarding an Error.
3.3 Each reported Error will be logged and assigned a tracking identifier which will be provided to Customer. The Error ticket will remain open until the issue is resolved. Customer may suggest the severity level when submitting an Error. DataRobot shall be entitled to adjust the severity based on the definitions in Paragraph 3.5. Any support for Upgrades will be designated as Severity 3.
3.4 DataRobot does not provide Support for any customizations of the Solution nor any scripts, extensions, APIs or similar that are created for Customer unless agreed otherwise in writing.
3.5 DataRobot shall use commercially reasonable efforts to deliver a solution or an action plan to correct any reported Error as follows: Severity 1 Resources available 24x7 until a resolution or workaround is in place. Designated resources available 24x7 until a resolution or workaround is in place. Ability to provide necessary diagnostic information. A condition in which all or a critical portion of the Solution is not operating. Severity 2 Resources available Monday through Friday during Business Hours until a resolution or workaround is in place. Resources available Monday through Friday during local Business Hours until a resolution or workaround is in place. Ability to provide necessary diagnostic information. A condition in which the Solution is degraded, but there is some capacity to operate the Solution by a majority of Customer’s users. Severity 3 Resources available Monday through Friday during Business Hours until a resolution or workaround is in place. Resources available Monday through Friday during Business Hours until a resolution or workaround is in place. Ability to provide necessary diagnostic information. A condition whereby Customer has experienced a partial, non-critical loss of functionality of the Solution. Severity 4 Solid understanding of the Customer request documented in DataRobot sys...
Support Services Obligations