System Maintenance and Support. Illuminate agrees to provide maintenance and support of the System to District. Such maintenance and support will include coverage in the form of bug fixes and other corrections to the System; telephone and e-mail support for questions regarding operations of the System; change the System as necessary to incorporate upgrades and new features; support to District in resolving problems/errors resulting from misuse or hardware/software failure; telephone or web conferences with District to address future growth or modifications to the System. Maintenance and support of the System is provided at no additional cost to District. Illuminate is not responsible for, nor will it have any liability resulting from, (a) modifications to or alterations of the System or databases by District or District Users, District employees or agents, unless such modification or alteration is approved in writing by Illuminate, or (b) any failure of District equipment or software.
System Maintenance and Support. The Contractor shall provide a three-year maintenance program as part of a maintenance agreement consisting of access to a troubleshooting system 24 hours a day, seven days a week. A qualified representative from the software and hardware manufacturer shall respond to traffic signal and signal system emergencies within four hours of notification under this maintenance agreement. If emergency can not be remotely resolved, a qualified representative shall respond in person within 24-hour to address the emergency. The three-year maintenance agreement shall commence after successful Final Acceptance Testing. The maintenance agreement shall be effective until the end of the three-year maintenance program. Signal system emergencies are defined as a condition related to the malfunctioning of the signal hardware or software that impedes normal operation of the signal timing plans, such as going into flash. The maintenance program should also address a policy on the cost of replacement parts. The proposals shall include full explicit pricing for this maintenance agreement. The cost to the City of the maintenance program shall be itemized on a year-by-year basis. Following the Final Acceptance Testing and throughout the duration of the three-year maintenance period, the Contractor shall be permitted to remotely log in to the City’s ATMS to provide troubleshooting assistance during system failures or malfunctions and maintenance monitoring. System maintenance and support shall be measured by a lump sum price. The contract lump sum price paid for system maintenance and support for shall include full compensation for furnishing all labor, equipment, tools, materials, incidentals, preparation required and for doing all the work involved in technical maintenance, technical support, and emergency response to the ATMS software and traffic signal controller software and hardware as described herein, as specified in the Standard Specifications, these Technical Provisions and as directed by the Engineer and no additional compensation will be allowed there for.
System Maintenance and Support. 25.1. Maintain all hardware and software owned and operated by Contractor in the administration of the County’s benefit programs.
25.2. Ensure systems operate in compliance with plan provisions and administrative procedures.
25.3. Ensure systems are operational during normal scheduled hours.
25.4. Respond to and expeditiously fix any system-related issues.
25.5. Maintain back-up and disaster recovery plans for database and administration of the County’s benefit plans. Maintain and routinely test security protocols.
25.6. Conduct regular SSAE16 Type II reviews with results submitted to the County.
25.7. Should transition of the County’s benefit plans and administration be moved to another of the Contractor’s platform, the transition to the new platform is to occur without interruption and at no cost to the County.
System Maintenance and Support. Vendor will maintain and support the System as set forth in the Statement of Work.
System Maintenance and Support. The System Leader will manage the maintenance and support associated with the core EPR and reporting solutions, including the provision of a helpdesk. The provider must ensure that they have robust and appropriate maintenance and support arrangements (including disaster recovery and business continuity) in place for: • The hardware and infrastructure that they will use to access the core systems • Any other clinical or non-clinical systems that will be used to deliver the specified services • Telephony
System Maintenance and Support i. Contractor shall ensure that its System is supported. If the System or any components of the System become unsupported, Contractor shall provide University with a migration plan to a supported System. The migration plan shall be covered by the terms and conditions of Contractor’s warranty or University support contract and University shall incur no additional cost.
ii. Contractor shall provide remote support via a connection that is mutually agreed upon by both parties. The remote support shall achieve the following: transmission of University Data shall be encrypted using a University approved encryption method; remote access should be limited to an as needed or as requested basis by University; creation of all Contractor accounts for remote access must be authorized in writing by University and Contractor shall notify University of separation or reassignment of support personnel; the System must support logging requirements as specified by University. Contractor shall coordinate with University to monitor System activity and configuration, including interactive sessions of Contractor, with prior notice or warning.
System Maintenance and Support. <<Indicate Terms that may apply>>
System Maintenance and Support. During the Warranty Period, USDD shall provide Software updates and maintenance for the System (collectively the “Support Services”). The Services shall include the following:
a. Technical phone support Monday through Friday from 08:00 to 17:30 MST, excluding USDD holidays;
b. Remote access support Monday through Friday from 08:00 to 17:30 MST, excluding USDD holidays;
System Maintenance and Support. Illuminate agrees to provide maintenance and support of the System to District. Maintenance and support of the System is provided at no additional cost to District. Illuminate is not responsible for, nor will it have any liability resulting from, (a) modifications to or alterations of the System or databases by District or District Users, District employees or agents, unless such modification or alteration is approved in writing by Illuminate, or
System Maintenance and Support
