The Support Services. 4.1. As part of your subscription, we will provide the Support to you in accordance with this Agreement and the Documentation. Support will be accessible during the hours set out in the Documentation and may be given at our discretion by way of telephone, email, web chat, remote assistance and self-help online support or other method. Telephone assistance when provided will be on Mondays to Fridays from 9.00am to 5.00pm excluding Bank Holidays. Unless we agree otherwise, Support does not include support or other assistance for any hardware, third party software or other equipment used with your Product.
4.2. You can change the Support you subscribe for at any time by emailing xxxxxxxxx@xxxx.xx. The change to your Support will take effect from the first day of the calendar month following the month in which you make the change request.
4.3. When you contact us by telephone, we use:
4.3.1. call recording software and may record your call for security and training purposes and for other purposes which help us to provide high quality services, including to keep a record of the Support provided to you; and
4.3.2. caller recognition technology to deal with your call in the most effective way. Please ensure you do not withhold you telephone number if you would like us to prioritise your call in this way.
4.4. If we provide you with remote assistance, you agree to accept a software file onto your computer system(s) where necessary to allow us to provide that assistance and you understand that by doing so we will be temporarily able to access and control your computer. You will be able to see everything we can see and you will be able to monitor what we do. At any point whilst we are providing remote assistance you can ask us to stop the sessions and sever the link between our systems and yours.
4.5. If we give you the opportunity to participate in our webinars from time to time, you acknowledge we may cancel them or that you may not be able to participate in particular sessions. Webinars rely on internet connectivity so we cannot guarantee that access will be uninterrupted. Accordingly, you agree that we won’t be responsible if you are unable to participate in a webinar for any reason.
4.6. We will do everything reasonably within our control to ensure that the sections of our Website accessible to you as part of the provision of Support are free from viruses; however, we cannot guarantee this and you should use your own virus-protection software. From time to time...
The Support Services. 2.1 The Managed Service Provider shall, throughout the Term of this Agreement, provide the Support Services to the Client in accordance with the provisions of this Clause 2 and Schedule 1.
2.2 The Managed Service Provider shall provide the Support Services only as specified in Schedule 1 during the hours of 9am -5PM [and only in relation to the Specified Equipment].
2.3 The Managed Service Provider shall be responsible for ensuring that it complies with all statutes, regulations, byelaws, standards, codes of conduct and any other rules relevant to the provision of the Support Services.
2.4 The Managed Service Provider shall use all due and proper care to ensure that the manner in which it provides the Support Services does not have any adverse effects upon the name, reputation, image or business of the Client.
2.5 The Managed Service Provider shall provide Helpline Support during the service hours set out in Schedule 1 and shall use reasonable endeavours to respond to the Client’s service query within 30mins and, if On-site Support is required, shall use reasonable endeavours to provide the same within 2 working days of the Client’s Helpline Support service query.
2.6 The Managed Service Provider shall provide On-site Support during the service hours set out in Schedule 1 and shall respond to all requests for such On-site Support within 9am-5pm (subject to sub-Clause 2.5 which shall govern the response times applicable to On-site Support which has escalated from a Helpline Support request).
2.7 At the times and dates set out in Schedule 1, the Managed Service Provider shall provide Regular Maintenance, such maintenance to be carried out on the Online in accordance with the specification set out in Schedule 1.
2.8 In the event that the Service Provider commits any breach of any of the terms of this Agreement, the following terms shall apply:
2.8.1 the Client may give written notice to the Service Provider requiring the Service Provider to rectify the breach;
2.8.2 if the Service Provider fails to comply with any such notice given under sub-Clause 2.8.1 within 30 days:
2.8.2.1 the Client will be entitled to obtain any of the Support Services affected by the Managed Service Provider’s Breach from any third party until such time as it satisfied that the breach has been rectified or, in the event of termination of this Agreement, until such time as the Service Provider’s obligations cease; and
2.8.2.2 the Managed Service Provider shall pay on demand to the Clie...
The Support Services. 3.1. The Service Provider shall supply, and the Customer shall take and pay for, the Support Services.
3.2. The Support Services shall commence on the Effective Date and (unless stated otherwise in the Enterprise Order) shall be provided during the Standard Support Hours.
3.3. The Support Service shall meet the service levels set out in the Enterprise Order.
3.4. Support Services will only be provided to the number of Support Contacts specified on the Enterprise Order;
3.4.1. the Customer may nominate alternative persons to be Support Contacts from time to time, but unless agreed otherwise by the Service Provider any such changes must not occur more frequently than once per month;
3.4.2. the Customer must not allow or suffer any authentication or identification credentials issued to a Support Contact to be used by more than one individual;
3.5. In the event the Customer purchases Migration and Project Support at the conclusion of the Migration and Project Support package or if the Customer uses the Software in a production environment or otherwise for any production purposes, the Customer agrees to purchase Production Support from the Service Provider pursuant to this Agreement by reference to the amount of Software Units installed on the Customer System.
3.6. The Service Provider may, on prior notice to the Customer, make changes to the Support Services, provided such changes do not have a material adverse effect on the Customer's business operations.
3.7. The Customer undertakes to purchase Production Support in a quantity equal to the total number of Software Units installed by the Customer and any Group Company, save that any Software Units installed by a Group Company which has entered a separate agreement for Support Services with the Service Provider shall be disregarded. If an Enterprise Order provides for Support Services to be provided to a Customer for an unlimited number of Software Units, such Support Services shall only be provided to the Customer and not to any Group Company of the Customer. If any Group Company of the Customer requires the provision of Support Services for an unlimited number of Software Units, such Group Company must enter a separate agreement with the Service Provider.
3.8. The Service Provider shall have no obligation to provide the Support Services where there arises:
3.8.1. misuse, incorrect use of or damage to the Software or Customer System from whatever cause (other than any act or omission by the Service Provider),...
The Support Services. 5.1 Alterian (Poole) Ltd. will provide technical support for the latest two versions of the Software comprising and limited to the following:
5.1.1 The provision of all bug fixes and patches and updates as released generally by Alterian (Poole) Ltd. to its customers from time to time in respect of the Software and all subsequent versions of the Software released while this Agreement is in effect.
5.1.2 Provision of a single point of contact, answering all calls in a courteous and timely manner from the Customer
5.1.3 Provision of a specific email address for support.
5.1.4 Monitoring of the e-mail address at regular times during normal Working Hours.
5.1.5 Logging essential and necessary information from the e-mails.
5.1.6 Sending confirmation of receipt by e-mail.
5.1.7 Identifying and clarifying any missing or unclear information.
5.1.8 Xxxxx diagnosis, analysis, classification and where possible recommendations for correction following a report of a problem from the Customer to the Alterian (Poole) Ltd. Support Centre within the appropriate Response Time detailed in Appendix 1. If the problem is Product Related then Alterian (Poole) Ltd. undertakes to provide a Defect Resolution within the appropriate Resolution Time detailed in Appendix 1. Alterian (Poole) Ltd. will classify the Defect and will assign a Defect Severity as either „Major, „Medium‟, „Minor‟ or „Cosmetic‟ (as defined in Appendix 1) and the following procedure will apply: Provision of the Support Services will, in the first instance, be carried out remotely by Alterian (Poole) Ltd., by using remote access where necessary. If it becomes necessary to carry out the Support Services at the Site, under the Standard Support provisions as defined in Appendix 1 such work will be chargeable at Alterian (Poole) Ltd.'s then prevailing daily rate including reasonable travel costs.
5.2 For the avoidance of doubt, Alterian (Poole) Ltd. is not obliged to carry out Support Services at the Site outside of Alterian (Poole) Ltd.‟s UK business hours (of 8.30 a.m. to 5.30 p.m., Mondays to Fridays, excluding public holidays) unless otherwise agreed between the parties.
5.3 In the event that the defect is not resolved within the timescales detailed in Appendix 1 the Customer may escalate the problem to the Customer Support Manager.
The Support Services. 5.1 The Service Provider shall provide the Support Services during the Agreement period in accordance with the requirements as set out in the service Specification and the terms of this Agreement. In providing the Support Services, The Service Provider shall comply with and take into account all applicable laws, enactments, orders and regulations.
5.2 The Council shall have the power to inspect and examine the performance of the Support Services at all Premises at any time or, any reasonable time provided that the Council gives notice to the Service Provider.
The Support Services. 1.1 A description of the Support Services are set out in the Service Description attached to this Addendum at Annex A.
1.2 The Company shall perform the Support Services during the Support Hours as specified in Annex A.
1.3 The Customer shall report any fault requiring Support Services via an authorised contact either by e-mail to xxxxxxx@xxxxxxxxx.xxx, by telephone or through the Company’s Client Portal, providing a detailed description of any such fault and the circumstances in which it arose and shall submit sufficient material and information to enable Company’s support staff to duplicate the problem.
1.4 When appropriate, the Company shall endeavour to give an estimate of how long a fault may take to resolve. The Company’s support staff shall use their reasonable endeavours to resolve the fault as soon as reasonably practicable within the Support Hours.
1.5 If agreed between the parties in writing, the Company shall provide the Support Services outside the Support Hours for the additional fee specified in the Annex A and/or as set out in the applicable Schedule A.
The Support Services. 3.1 On receipt of a Support Request, the Licensor shall supply, and the Licensee shall take and pay for, the Support Service.
3.2 In relation to the Support Service:
3.2.1 the Support Service shall be provided during the Standard Support Hours in response to Support Requests and shall comprise remote diagnosis and, where possible, workarounds or correction of faults in respect of the supported Software, all as more particularly defined in Part 1 of 1;
3.2.2 where a Non-Critical Fault is to be corrected in a forthcoming maintenance release, then for a reasonable period before the issue of such maintenance release the Licensor may decline to provide assistance in respect of that Non-Critical Fault.
3.3 The Licensor may, on prior notice to the Licensee, make changes to the Support Service, provided such changes do not have a material adverse effect on the Licensee's business operations.
3.4 The Licensor shall have no obligation to provide the Support Service where faults arise from:
3.4.1 misuse, incorrect use of or damage to the Software from whatever cause (other than any act or omission by the Licensor);
3.4.2 failure to maintain the necessary environmental conditions for use of the Software;
3.4.3 use of the Software in combination with any software not provided by the Licensor or with any software or equipment not designated by the Licensor for use with the Software, or any fault in any such equipment or software;
3.4.4 any breach of the Licensee's obligations under the Licence or these Terms howsoever arising or having the Software maintained by a third party;
3.4.5 any modification of the Software not authorised by the Licensor;
3.4.6 failure to install and use the most recent version of the Software; or
3.4.7 operator error.
3.5 In addition, the limitations set out in Part 1 of Schedule 1 shall apply in respect of the Support Service.
3.6 The Licensee shall comply with its obligations as set out in Part 2 of Schedule 1.
The Support Services. 4.1. The Support Services shall be provided to the Customer and as confirmed in the Order Form.
The Support Services. 8.1. We shall provide you with support services, which shall include, but are not limited to, bug fixes and patches (the “Support Services”) for the duration of your Subscription License and for the duration of the Free License, including any applicable renewal periods thereof.
8.2. You can request the Support Services through one of the following channels:
I. by submitting a ticket on our Support Portal;
II. via email at: xxxxxxx@xxxxxxxxxx.xxx; or
III. on Atlassian Marketplace’s Community Forum. You acknowledge that requests made via the Atlassian Marketplace’s Community Forum are monitored by our support team and are answered on a best efforts basis.
8.3. The use of the Support Services is governed by our Service Level Agreement.
The Support Services. Overview
1. The Supplier will supply the Support Services directly to the Client or via a Support Partner as required by the Client.
2. If the Client uses a Support Partner the Client will raise Incidents regarding issues with the Supported Software with the Support Partner in the first instance. The Support Partner will then raise Incidents with the Supplier. The Supplier will provide a Fix and accompanying Documentation to the Support Partner to apply to the Supported Software.
3. References in this Schedule to the Client shall be taken to refer to the Support Partner where the Support Partner is the recipient of the Support Services.
4. Prior to the Support Date the Client will provide to the Supplier
a. the names and contact details of all key contacts (either as named individuals or roles) designated by the Client who have been suitably trained to:
i. make calls to the Service Desk; and
ii. make themselves available to assist with data gathering and testing and applying Fixes on a 24/7 basis for Incidents which have been allocated a Priority of "1" ("Key Contacts"); and
b. if the parties agree following the Support Date that the Supplier shall have remove access to any System, such passwords, logins and other information as may be required by the Supplier for the purposes of remote access to the System and the Supported Software, to the extent not already provided in the Agreement,
