Troubleshooting and Technical Support Sample Clauses

Troubleshooting and Technical Support. The Contractor shall provide prompt and thorough responses to all problems that arise concerning the Licensed Software. In accordance with the Priority Categories listed in Section 3 below, the Contractor shall immediately respond to and resolve problems that arise on or close in time to the Department reporting problems to the Contractor. The Contractor shall provide a Project Manager either on-site or from a remote location for troubleshooting during the most critical periods of elections preparation, as specified by the Department, and during Election Day. In accordance with the Priority Categories, the Contractor shall promptly acknowledge each problem, propose a solution, and propose a timeline for the solution to be implemented. During the course of resolving the problem, the Contractor shall provide a means for the Department to track the troubleshooting process. The Contractor shall also document the problem, proposed solution, and actual solution in writing to the Department. In addition, the Contractor shall track and maintain a written history of which components of the system experienced problems and the action taken to resolve the problems, and provide this record to the Department on a quarterly basis. The Contractor shall provide support using on-line documentation of all processes. Additionally, the Contractor shall offer an on-line help feature allowing the Department to submit problems and receive resolution using this on-line feature. The Department shall be able to simultaneously operate on separate servers the live version of the current Licensed Software, test versions of the same Licensed Software, and/or newer versions of the Licensed Software the Department has yet to put into service. The test versions of the software shall allow the Department to recreate problems occurring in the live version in order to resolve such problems, and to train personnel on upgraded versions of the software. The Contractor shall provide operational support that will provide for real-time resolution of problems that develop while the Department uses the Licensed Software. The Contractor shall provide adequate personnel who have the skills necessary to provide operational support to the Department during the Department’s critical use periods. During the term of the Agreement, the Contractor shall establish and staff a hotline with which the Department can phone or e-mail the Contractor to request resolution to problems with the Licensed Software. The C...
Sample 1
AutoNDA by SimpleDocs

Related to Troubleshooting and Technical Support

  • Troubleshooting Please contact our tech support 24/7 for service issues at 0 (000) 000-0000 relating to internet and telephone.

  • 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").

  • 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.

  • Training and Technical Assistance COALITION will notify PROVIDER of the availability of training, technical assistance, and other targeted assistance in support of the provision of quality VPK services. COALITION will offer technical assistance for providers on probation. The technical assistance will be designed to facilitate the development and implementation of an improvement plan. The technical assistance will be offered in a manner and schedule prescribed by the COALITION or school district.

  • Product Technical Support & Maintenance Licensee shall have the option of electing the Product technical support and maintenance (“maintenance”) set forth in the Contract by giving written notice to Contractor any time during the Centralized Contract term. Maintenance term(s) and any renewal(s) thereof are independent of the expiration of the Centralized Contract term and will not automatically renew. Maintenance shall include, at a minimum, (i) the provision of error corrections, updates, revisions, fixes, upgrade and new releases to Licensee, and (ii) Help Desk assistance with locally accessible “800” or toll free, local telephone service, or alternatively on-line Help Desk accessibility. Contractor shall maintain the Products so as to provide Licensee with the ability to utilize the Products in accordance with the Product documentation without significant functional downtime to its ongoing business operations during the maintenance term. Authorized User shall not be required to purchase maintenance for use of Product, and may discontinue maintenance at the end of any current maintenance term upon notice to Contractor. In the event that Authorized User does not initially acquire or discontinues maintenance of licensed Product, it may, at any time thereafter, reinstate maintenance for Product without any additional penalties or other charges, by paying Contractor the amount which would have been due under the Contract for the period of time that such maintenance had lapsed, at then current NYS net maintenance rates.

  • Uncovering and Correction of Work 12 Uncovering of Work 12.1 Unforeseen Conditions, Concealed or Unknown 3.7.4, 8.3.1, 10.3 Unit Prices 7.3.3.2, 9.1.2

  • TECHNICAL SUPPORT AND MAINTENANCE If technical support and maintenance is a part of the Goods that Contractor provides under the Contract, Contractor will use commercially reasonable efforts to respond to the Department in a reasonable time when the Department makes technical support or maintenance requests regarding the Goods.

  • Interoperability To the extent required by applicable law, Cisco shall provide You with the interface information needed to achieve interoperability between the Software and another independently created program. Cisco will provide this interface information at Your written request after you pay Cisco’s licensing fees (if any). You will keep this information in strict confidence and strictly follow any applicable terms and conditions upon which Cisco makes such information available.

  • Compatibility 1. Any unresolved issue arising from a mutual agreement procedure case otherwise within the scope of the arbitration process provided for in this Article and Articles 25A to 25G shall not be submitted to arbitration if the issue falls within the scope of a case with respect to which an arbitration panel or similar body has previously been set up in accordance with a bilateral or multilateral convention that provides for mandatory binding arbitration of unresolved issues arising from a mutual agreement procedure case.

  • Innovative Scheduling Schedules which are inconsistent with the Collective Agreement provisions may be developed in order to improve quality of working life, support continuity of resident care, ensure adequate staffing resources, and support cost-efficiency. The parties agree that such innovative schedules may be determined locally by the Home and the Union subject to the following principles:

Draft better contracts in just 5 minutes Get the weekly Law Insider newsletter packed with expert videos, webinars, ebooks, and more!