Technical and Customer Support Sample Clauses

Technical and Customer Support. 9.1 VGCS shall be responsible for dealing with all First Line Customer inquiries concerning the Content. The Company authorises VGCS to refer any Second Line Customer support inquiries to the Company’s nominated Relevant Contacts for technical matters. 9.2 The Company shall provide Second Line Customer support and general customer support (in respect of its hosting obligations Templates/VGCS Templates/Master Reseller Terms and Conditions which shall include application monitoring, application support and fault and change management, in accordance the with the terms of this Agreement). 9.3 The Company shall when requested by VGCS provide appropriate assistance in accordance with this Agreement and shall document and provide to VGCS operational processes for the transfer of any Customer from First Line Customer Support to Second Line Customer Support. 9.4 The following guidelines shall be used by the Parties to determine the priority of incidents and the Company’s corresponding obligation to respond and resolve such incidents involving the Content and other services delivered or under the responsibility of the Company: 9.4.1 Priority 1 (Critical): Complete failure of the Content or a significant part of the Content or the problem creates a definite business or financial exposure or affects a large number of Customers. Response within 10 minutes and resolution within 2 hours; 9.4.2 Priority 2 (High): Content not totally down, but the affected components form a significant part of the functionality of the Content and the problem creates a possible business or financial exposure. Response within 30 minutes and resolution within 6 hours; and 9.4.3 Priority 3 (Medium): The Content is largely available and the problem has little or no effect on the services provided by the Content and the problem creates no business or financial exposure. Response time within 3 hours and resolution time within 2 business days. 9.5 The Company shall use its best efforts to rectify bugs associated with any Content made available to Customers on the Directory at its own expense. 9.6 The Company shall, if requested by VGCS, document and agree in good faith, appropriate operational processes for the transfer of any Customer from First Line Customer Support to Second Line Customer Support.
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Technical and Customer Support. Early Impact shall provide technical and customer support only as set forth in Exhibit B attached hereto and incorporated herein.
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Technical and Customer Support. Programmer shall provide live master control and customer service support for the Service on a 24-hour, seven-day-a-week basis throughout the Term.
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Technical and Customer Support. Subject to the terms of this Agreement, Company agrees to provide Customer the Technical Support and Customer Support Services in accordance with the Service Level Terms attached hereto as Exhibit A.
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Technical and Customer Support. 7.1 Vodafone shall provide First Line Customer Support in respect of the Content and the Content Provider shall provide Second Line Customer Support in respect of the Content. The Content Provider authorises Vodafone to refer any Second Line Customer support inquiries to the Content Provider’s nominated Relevant Contacts. 7.2 The Content Provider shall not be required to provide support directly to any Customers. 7.3 The following ratings shall be used by the Parties to determine the priority of incidents and the Content Provider’s corresponding obligation to respond and resolve such incidents involving the Content and other services delivered or under the responsibility of the Content Provider:
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Technical and Customer Support. The PDP must provide a technical support number to the Program Administrator for use during normal business hours (8am to 5pm Pacific time, Monday through Friday, except holidays) to help resolve any data availability, format or corruption issues, communication problems, server access problems, or other technical issues. Within those normal business hours, the PDP must respond to Program Administrator requests within two business days with a status report and plan for correcting the issues. The PDP must also provide a customer support number to respond to customer inquiries within two business days from the initial customer contact. Program Administrators will have the discretion to set deadlines for the resolution of data transfer problems/issues.
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Technical and Customer Support. Two levels of support should be planned to handle both business and technical “issue” related support inquiries. For business related questions, end users should first raise their issues to the City system administrator(s). These individuals are considered to be application champion(s) and will be equipped to answer questions related to feature functionality and business processes. In the event users are having technical difficulties or experiencing application issues, City should identify one staff member who can work in conjunction with Xxxxx support engineers to resolve technical issues. To this end, during implementation and post-deployment, a resource from both Xxxxx and the City will be identified as primary support contacts. All support related inquiries and communication will be routed through these contacts to streamline and create consistency in the support process. The Xxxxx support contact will work with the designated City support resource to understand, document (email accepted), and create an action plan for issue resolution. Xxxxx’x standard support services for the term of the contract include support hours for assistance via telephone from 8 am to 5 pm Eastern Standard Time. Up to 8 hours of support annually is included as part of the Common Point licensing. Upon City submitting a technical support issue either by phone or email, Xxxxx will respond within 24 hours to City’s primary support contact to review the issue and inform City of the plan of action for resolution. In order to maintain a record of all technical support issues, requests and resolutions, Xxxxx Common Point 360 comes standard with a “Help Desk Feature” which will be used to record and track all technical support issues. The standard support services Xxxxx provides during the term of the contract does not include onsite support services. Should a technical support issue occur that Xxxxx needs to be able to view the application from a specific end user’s perspective, Xxxxx will conduct a web sharing session in order to resolve the issue. If a technical support issue is submitted that requires a modification or a fix to the system Xxxxx will make every reasonable effort to deploy the update within 72 hours of receiving the issue as long as City is available to confirm and validate the issue and resolution approach. Xxxxx’x standard support services are meant to provide our clients with easy access to report system technical issues and a quick time to resolution in order to...
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Technical and Customer Support 
Sample 1

Related to Technical and Customer Support

  • Customer Support If Customer is entitled to receive Customer Support as part of a separately purchased Service Plan, Sage warrants that while Customer’s Service Plan is in effect and if it has paid all required Service Plan fees, Sage will use qualified personnel to provide Customer Support in a professional manner consistent with industry standards. Customer’s sole remedy under this section 5.2 is limited to Sage’s re-performance of the Customer Support services giving rise to Customer’s claim.

  • 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").

  • Customer Services Customer Relationship Management (CRM): All aspects of the CRM process, including planning, scheduling, and control activities involved with service delivery. The service components facilitate agencies’ requirements for managing and coordinating customer interactions across multiple communication channels and business lines. Customer Preferences: Customizing customer preferences relative to interface requirements and information delivery mechanisms (e.g., personalization, subscriptions, alerts and notifications).

  • Customer Support and Training System Agency will provide support for the CMBHS, including problem tracking and problem resolution. System Agency will provide telephone numbers for Grantees to obtain access to expert assistance for CMBHS-related problem resolution. System Agency will provide initial CMBHS training. Grantee shall provide subsequent ongoing end-user training.

  • PRODUCT SUPPORT Partners may provide support for Products and other value-added services, and Partner is responsible for the performance of any services it provides. If Customer purchases Microsoft Support Services through a Partner, Microsoft will be responsible for the performance of those services subject to the terms of this Agreement.

  • Technical Support State Street will provide technical support to assist the Fund in using the System and the Data Access Services. The total amount of technical support provided by State Street shall not exceed 10 resource days per year. State Street shall provide such additional technical support as is expressly set forth in the fee schedule in effect from time to time between the parties (the “Fee Schedule”). Technical support, including during installation and testing, is subject to the fees and other terms set forth in the Fee Schedule.

  • Support Services Rehabilitation, counselling and EAP’s. Support is strictly non- punitive, and can be accessed at anytime (self-identification of the need for help is strongly encouraged).

  • TAX SUPPORT SERVICES BNY Mellon shall provide the following tax support services for each Fund:  Provide various data and reports as agreed upon in the SLDs to support TRP’s tax reporting and tax filing obligations, including: · Wash sales reporting; · QDI reporting; · DRD reporting; · PFIC analysis; · Straddle analysis; · Paydown adjustments; · Equalization debit adjustments · Tax compliance under §851, §817(h); · Foreign bond sale analysis (§988); · Troubled debt analysis; · Estimation of income for excise tax purposes; · Swap analysis; · Inflation adjustments; · §1256 adjustments; · Market discount analysis; OID adjustments; · CPDI analysis; · Shareholder tax reporting information (e.g. FTC, UGG income, foreign source income by country, exempt income by state);  Provide data, and reports based on such data, maintained by BNY Mellon on its fund accounting platform as reasonably requested by TRP to support TRP’s obligations to comply with requests from tax authorities and TRP’s tax reporting and tax filing obligations.  Assist with other tax-related data needs as mutually agreed upon in writing from time-to-time.

  • Services and Support 1.1 In exchange for your continued compliance with this Agreement, and any modification to this Agreement made by Intuit in accordance with Sections A.1.1, you shall have access to the Software/Subscription in accordance with the following provisions: (a) If you purchased a Subscription based license for the Software, which generally means that you will be paying for your use of the Software and Services on a monthly or annual basis, you shall receive as part of your active Subscription, so long as Intuit is receiving the applicable payment from you: (i) access to the features of the Software subscribed to by you; (ii) Updates and Enhancements; (iii) Version Protection, each defined in Section B.1.2 below; and (iv) additional products, services and/or discounts when and if they should be made available to you. If you have purchased a subscription that includes Support you will also be entitled to receive Support Services as defined below. Software licenses obtained through a subscription are eligible for Enhancements during the active subscription period only. The Subscription is cancellable by you in accordance with this Agreement, but you will not be entitled to any refunds if you cancel after the 60-Day Money Back Guarantee period, as defined in Section B.6. If you cancel your Subscription or if we do not receive the payment for your Subscription, or if the Subscription is in any way terminated in accordance with the terms of this Agreement, you will no longer have access to the Software and all related Services defined above upon the expiration of the current Subscription term, but you will retain access to your company data file stored on your device, which can be reinstated to a readable QuickBooks format upon reactivation of your Subscription or with the purchase of a license on the Software. (b) If you purchased your license to the Software under a one-time, upfront payment at retail or directly from Intuit and not under a Subscription, you shall receive: (i) a license to the specific version of the Software product you have selected that, subject to the license grant and restrictions in Section A.1.1, allows you access to the features of the Software; and (ii) Updates and Enhancements to the Software in accordance with the terms of the Termination provisions. Intuit's obligations under this Section B.1.1 are contingent upon you installing all updates and error corrections within thirty (30) days of being notified of their availability by Intuit (or its Representatives). QuickBooks 2015 Software purchased on a separate standalone basis are eligible for enhancements on a when-and-if available basis through May 31, 2018, which is the current support period for QuickBooks 2015.

  • STUDENT SUPPORT SERVICES The Parties will identify and collaborate on measures to assist those students who may not be performing satisfactorily to succeed. The School will seek guidance from the College designee(s) in the areas of test preparation, tutoring, College Connection services, academic advising, and the development of an integrated support system for Students across the two institutions. Students will have access to the same or similar tutoring and other academic support as provided for other students in the School District, School and College. To promote academic success, the Parties will provide academic support services as may be needed. The School counselor and its designee will work to ensure Students receive pertinent information regarding higher education, financial assistance, and assistance waivers for tuition and fees. As needed, each Party will assist families as they complete initial application and admission requirements per the respective organizations’ processes. The School District will be responsible for non-academic counseling services and the College is authorized, but not required, to provide emergency counseling intervention services. See section 4 – Disability Support Services.

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