Support Services Overview. If the Solution requires registration or activation, Customer is responsible for registering or activating Support Services for the Solution. Forward Networks’ obligation to provide Support Services is conditioned upon registration or activation, receipt of all amounts due and payable for the Solution, and Customer’s compliance with the Agreement and Documentation. Forward Networks currently offers Standard Support, which is defined below. This offering is included with all Solution subscriptions and terminates upon expiry of the applicable Subscription Term. Premium Support services may be purchased for a fee as outlined below. Standard Support This level of support provides access to Forward Networks’ Customer Care Team via the Forward Networks Customer Care Center (also known as “CCC”). The CCC is accessed via the Forward Networks support portal, located at xxxxx://xxxxxxxxxxxxxxx.xxx/support. The CCC provides access to technical support, development, and product management personnel. The CCC is the point of access for self-service technical support. Standard Support service is available from 6am to 5pm, Pacific Time, Monday through Friday, excluding U.S. public holidays. Target response times are in the response target matrix below. Premium Support Premium support provides 24-hour access to Forward Networks’ Customer Care Team via the CCC. Target response times are indicated according to the priority level of reported problems indicated in the response target matrix below. Reporting a Problem. Customer may use one of the following methods to report a support issue: • Online – xxxxx://xxxxxxxxxxxxxxx.xxx/support • Email – Send an email to xxxxxxx@xxxxxxxxxxxxxxx.xxx, including the information requested below. Customer’s email will be routed to Forward Networks’ support system and the request will be assigned a case ID. Case Notification: Customer will receive an automated notification immediately following a case creation activity. The notification will include the case ID, a summary of the inquiry and the priority level that has been assigned. Case notification will always be done via email to the email address of the Customer contact who created the case. Initial contact from the representative handling Customer’s case is based on priority and the target response time is listed in the response target matrix below.
Support Services Overview. A. ”Support Services” Defined: QUMU will provide reasonable technical assistance, Maintenance Releases, Minor Releases, and Major Releases to the LICENSEE for QUMU licensed software, as set forth below. Support Services include assistance related to basic questions on the operational use of the Software; assistance in troubleshooting suspected errors in the software; and providing resolution, which may include a validated workaround, for identified software errors or malfunctions, where reasonably available to QUMU. QUMU Support Services do not include root cause analysis. LICENSEE will ensure that only their “Support Contacts” listed in Section VI below utilize QUMU technical support (“Technical Support”) and that these persons are properly trained in the operation and usage of the Software.
Support Services Overview. In order to ensure that Orange County Sheriff Communications (“the County”) has access to technical support teams and resources for troubleshooting and maintenance, Motorola Solutions proposes Support Services to the County. Appropriate for customers who need immediate access to Motorola’s technical personnel, Support Services provide remote assistance to address unforeseen network events, make necessary repairs to network components, and deliver patches to keep the County’s system secure. The proposed offering consists of the following specific services. • Service Desk. • Technical Support. • Network Hardware Repair. • Self-Installed Security Patches. These services will be delivered to the County through a centralized team within Motorola’s Solutions Support Center (SSC), which operates on a 24 x 7 x 365 basis; and through Motorola’s Repair Depot, which will ensure that equipment is repaired to the highest quality standards. The above described services vary across network components as described below. SUAII Services Included Network Element SUAII NICE Gold Light Master & Prime Site Yes No RF Sites Yes No Consoles Yes No NICE see comment Yes Genesis add-on Yes No Services Main Offer Services Included Network Element Security Update Service Technical Support Infrastruct ure Repair NICE Gold Light Master Site Yes Yes Yes No Prime & RF Sites Yes Yes No No Consoles Yes Yes No No NICE see comment see comment see comment Yes Genesis Add-Ons No No No No Services Options Services Included Security Update Service Technical Support Infrastruct ure Repair NICE Gold Light SUAII RF Sites No No Yes No No Consoles No No Yes No No K Cores No Yes Yes No Yes
