The Support Services Sample Clauses
The Support Services clause defines the scope and nature of assistance or maintenance that one party will provide to another under the agreement. It typically outlines what types of support are included, such as technical help, troubleshooting, or updates, and may specify response times, service hours, or methods of contact. This clause ensures both parties have a clear understanding of the support expectations, reducing misunderstandings and helping to resolve issues efficiently during the contract term.
The Support Services. 5.1 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. 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.
5.2 When you contact us by telephone, we use:
5.2.1 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
5.2.2 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.
5.3 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.
5.4 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.
5.5 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 both free from viruses and available; however, we cannot guarantee either of these things. You should use your own virus-protection software. From time to time we may temporarily stop providing access to our Website for maintenance, repairs or other reasons but where possible we will try to make sure this happens outside of normal business hours. We cannot guarantee that our Website will be compatible with your browser or computer set up or that your access will not be interr...
The Support Services. 2.1. 3Squared shall supply, and the Customer shall take and pay for the Standard Support Service and where agreed on a case by case basis the Extended Support Service.
2.2. In relation to the Standard Support Service:
2.2.1. the Standard Support Service shall be provided during the Standard Support Hours and is described in Appendix 1 to this Schedule:
2.2.2. If on-site support is required in any month it may be provided by 3Squared at its option at the rates set out in Additional Services Rate Card (as varied from time to time in accordance with this Agreement) provided that such Additional Services and related Additional Charges are agreed by the Customer in writing in advance.
2.2.3. The Extended Support Service is detailed in Appendix 2 to this Schedule.
2.2.4. The Standard Support Service shall meet the Service Levels set out in Schedule 1.
2.2.5. 3Squared 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.
2.2.6. The fees for the Standard Support Service and all other Services other than the Additional Services are included in the Licence Fee. The Customer shall pay for the Additional Services at the rates set out in Additional Services Rate Card (as varied from time to time in accordance with this Agreement) where Faults arise from the following provided that 3Squared has notified the Customer in advance of the need for such Additional Services and the Customer has agreed in writing the related Additional Charges:
2.2.6.1. damage to the Software caused by the Customer or its Authorised Users using the Software in breach of this Agreement;
2.2.6.2. failure or fluctuation of electrical power suffered by the Customer or any Authorised User;
2.2.6.3. use of the Software in combination with any equipment or software not provided by 3Squared or not designated by 3Squared for use with the Supported Service, or any Fault in any such equipment or software; or
2.2.6.4. any breach of the Customer's obligations under this Agreement).
2.3. 3Squared shall appoint a Support Manager, who shall be responsible for the co-ordination of all matters relating to the Support Services. All communications, documentation relating to this Agreement shall be sent as appropriate by the Support Manager to the Manager. Each party shall notify the other in writing promptly if there is any proposed change to those appointments.
2.4. In addition to its Support M...
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 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. 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 ▇▇▇▇▇ 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. 4.1. The Support Services shall be provided to the Customer and as confirmed in the Order Form.
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 ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇▇, 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. Program is administered by the Support Services Committee, which consists of members of the Abby Road Housing Co-operative Ltd. who are both users and non-users of the Program's services.
The Support Services. 2.1 The 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 Service Provider shall provide the Support Services only as specified in Schedule 1 during the hours of 08:30 hours to 17:00 hour, Monday to Friday.
2.3 The 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 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 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 60 minutes and, if On-site Support is required, shall use reasonable endeavours to provide the same within 4 hours of the Client’s Helpline Support service query.
2.6 The 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 4 hours (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).
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.