TECHNICAL SUPPORT FOR PRODUCT Clause Samples
TECHNICAL SUPPORT FOR PRODUCT. (a) Seller shall make available to Customer telephone technical support twenty-four (24) hours a day, seven (7) days a week. There shall be no charge for such technical support during the warranty period or if Product is covered by Seller's maintenance plan. Technical support and services shall include, but not be limited to, the provision of the following services:
(1) Distribution of a master Seller's escalation matrix and ongoing updates. This matrix must include names, titles and telephone numbers of individuals within Seller's technical support organization for problem response escalation by Customer.
(2) Distribution, to personnel designated by Customer, of a monthly activity summary report listing the number of times Customer's personnel contacted Seller's technical support throughout the month, with the date and time of contact, disposition of the call and the source of any identified problems.
(3) Assistance in the diagnosis and resolution of hardware and software problems and in the analysis of maintenance indices. Also assistance in expediting priority replacement parts or systems required on an emergency basis.
(4) Assistance in the support of the initial implementation of newly developed Product and during installation of significant Product updates and/or changes.
(5) Support in the preparation and analysis of failure and discrepancy reports, as required.
(6) Cooperation in providing guidelines and documentation to ensure the necessary tracking and resolution of engineering, installation and service complaints.
(b) When Customer contacts Seller for technical support, Seller must provide caller with a control number if resolution cannot be completed over the telephone. Seller shall provide the caller a verbal status, disposition or resolution of the reported problem within two (2) hours of notification. At the discretion of Customer, the problem may be escalated in accordance with Seller's escalation matrix.
(c) Seller's technical support shall use best efforts to meet the following emergency resolution intervals:
TECHNICAL SUPPORT FOR PRODUCT. (a) Manufacturer shall make available to CUSTOMER telephone technical support at (1-800/873-3822), twenty-four (24) hours a day, seven (7) days a week. There shall be no charge for such technical support. Technical support and services shall include, but not be limited to, the provision of the following services:
(1) Distribution of a master Manufacturer's escalation matrix and ongoing updates. This matrix must include names, titles and telephone numbers of individuals within Manufacturers technical support organization for problem response escalation.
(2) Distribution to GTE's National Operations Center (NOC) personnel of a monthly activity summary report listing the number of times CUSTOMER's personnel contacted Manufacturer's technical support throughout the month, with the date and time of contact, disposition of the call and the source of any identified problems.
(3) Assistance in the diagnosis and resolution of hardware and Software problems and in the analysis of maintenance indices. Also assistance in expediting priority replacement parts or systems required on an emergency basis.
(4) On-line remote monitoring of sites, as mutually agreed, to provide assistance in problem identification and resolution.
(5) Assistance in the support of the initial implementation of newly developed PRODUCT and during installation of significant PRODUCT updates and/or changes.
(6) Support in the preparation and analysis of failure and discrepancy reports, as required.
(7) Cooperation in providing guidelines and documentation to ensure the necessary tracking and resolution of engineering, installation and service complaints.
(b) When CUSTOMER contacts Manufacturer for technical support, Manufacturer must provide caller with a control number if resolution cannot be completed over the telephone. Manufacturer shall provide the caller a verbal status, disposition or resolution of the reported problem within two (2) hours of notification. At the discretion of CUSTOMER, the problem may be escalated in accordance with Manufacturer's escalation matrix.
(c) Manufacturer's technical support shall meet the following emergency resolution intervals during which period Manufacturer shall identify a course of action for implementing a remedy:
(1) Total Outage - .............................