System Support Services. Either party may terminate this Agreement, in whole or in part, and without need for cause, by giving 30 day written notice stating the extent and effective date of termination.
System Support Services. The Vendor will provide the specified support services for the operation, maintenance and repair of the System and all Products to the extent set forth herein below and at the Annual Release Maintenance Fees.
System Support Services a. Vendor shall provide the following System Support Services: • Monitoring of all Machines and Third Party Software on a daily basis for potential problems. • Providing timely response to problems and questions reported by Customer. • Performing ongoing capacity planning and performance monitoring activities. • Making recommendations for short term and long term improved system performance. • Trouble Shooting and implementing solutions to Third Party Software problems. • Coordinating problem diagnosis and providing correction in the event application problems or Viruses occur, at Customer’s expense if such Virus was introduced into its systems, intentionally or not, by Vendor or any of its employees or subcontractors. • Performing RACF security administration for TSO sign on and other administrations consistent with those performed prior to the Effective Date. • Performing disaster recovery transition procedures set forth in Exhibit 11. • Performing system database administration function.
System Support Services. During the term of the License, the provisions of this article apply;
System Support Services. In addition to the foregoing, at no charge to the State of Iowa, Vendor shall provide the following “System Support Services” for OCIO, Participating Agencies, and other State Governmental Entities electing to take advantage of the program, the specific deadlines, timelines, terms, conditions, and Acceptance Criteria of which may be more fully set forth in a Purchasing Instrument, the Program Terms, Service Level Agreement(s), other similar documentation:
3.4.1. Train State personnel on how to effectively and efficiently use the System;
3.4.2. Provide “Help Desk” support for end-users experiencing issues with the System;
3.4.3. Provide any other similar services as more fully described in the Proposal or as may be necessary to ensure the effective operation of the program in the State of Iowa.
System Support Services. Upon Sprint's request, Supplier will perform the System support services ("System Support Services") in accordance with the requirements set forth in Schedule 38.1. Sprint or its System Integrator will obtain either Tier II or Tier III System Support Services from Supplier for each System for a period of at least one year from Substantial Completion of such System. Sprint will provide Supplier written notice of Sprint's intent to continue or discontinue System Support Services. Such notice shall be provided 30 days in advance of the requested date of termination of the System Support Services. Sprint will designate in its request whether Sprint is requesting Tier II or Tier III System Support Services. If Sprint is requesting Tier II System Support Services, Supplier will follow the procedures in Schedule 38.1. If Sprint is requesting Tier III System Support Services, Supplier will follow the procedures in Schedule 38.1 only after Sprint's System Integrator has used reasonable efforts to identify the nature of the problem, and using commercially reasonable efforts, has or will be unable to provide a resolution. Supplier will provide for each System, at no additional cost to Sprint, System Support Services for a period of 90 days following Substantial Completion of such System.
System Support Services. The Vendor will provide the specified ----------------------- System support services for the operation, maintenance and/or repair of the System and all Products to the extent set forth herein below and at the prices set forth on Schedule 3.
System Support Services. Preventative Maintenance is a critical component to protecting your significant investment and to ensure that your facility operates at peak efficiency with minimum downtime. The preventative maintenance routines within this agreement are executed by Syserco’s trained professionals to ensure that your Alerton Automation System operates at the highest availability. The Preventative Maintenance routines as defined within this section and noted below are included and shall be executed on an annual basis.
System Support Services. Vendor will provide to the City the System Support Services as set forth in this Exhibit to support Vendors System. System Support Services shall include, at a minimum, all necessary services for Vendor to maintain complete System Functionality as set for in the Contract and the Specifications. System Support Services shall also include any and all patches, enhancements, updates, upgrades and new versions of the System Software that Vendor makes generally commercially available upon such media or for download as the City may reasonably specify. Any such patches, enhancements, updates, upgrades and new versions will be covered by the Support Services set forth in this Exhibit. Vendor shall also provide Support Services to answer operational and troubleshooting issues and provide the applicable issue resolution. If the City does not order support for the System initially, the City may order support services at a later date at a rate as agreed upon by the City and Vendor.
System Support Services. 3.2.3.1 Provide in-person support within 12 hours, where necessary, to lead Software super users.
3.2.3.2 Patch QA, staging and production environments per Sony Global IS Security Policy and SPE’s Information Security recommendations.
3.2.3.3 SEL will use commercially reasonable efforts ensure Software monthly uptime percentage of 99.9%. Monthly uptime percentage for the purposes of this agreement is defined as: 100% minus the average of the error rates from each five minute period in the month, excluding scheduled downtime. Error rate is the total number of internal server errors or other software related system outage returned by Software (i.e. internal error 500, service unavailable…) divided by the total number of requests during that 5 minute period.
3.2.3.4 Ongoing 24/7 pro-active system monitoring: SEL will provide a mechanism to confirm that core systems are running within their performance boundaries, and will log system response times of key functions (login, basic search…) and errors on a 5 minute basis.
