Primary Support Services address all the requests opened on the support tracking system. Primary Support Services personnel will work on requests during ********************** ************. “Emergency Support Services” are provided after Primary Support Services hours for High severity requests only. When a High severity request is opened outside of Primary Support Services hours, a NeuLion support technician will be automatically notified of the new request so that it can be addressed as quickly as possible. Within *** of entering a High severity request a NeuLion support technician will update the request. Additionally, NeuLion has an Emergency Support Escalation telephone number, which is available 24 hours a day, 7 days a week, that can be used for reporting ******************** ***********************. NeuLion provides web support services within the following timeframes. Request Severity Description Fix Plan Response High Severity Requests - A “Service down” or Service operations halted condition and a manual work around is not practical. *** Medium-High Severity Requests - A suspected high impact condition associated with the Service causing significant problems. *** Medium-Low Severity Requests - An intermittent or low-impact condition associated with the Service. *** Low Severity Requests - Questions concerning performance or use of the Service. *** NeuLion uses best efforts to correct High severity requests by continually working with Company to provide a fix or work around that eliminates a “Service down” condition. EXHIBIT E
Primary Support Services address all the requests opened on the support tracking system. Primary Support Services personnel will work on requests * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *. “Emergency Support Services” are provided after Primary Support Services hours for High severity requests only. When a High severity request is opened outside of Primary Support Services hours, a NeuLion support technician will be automatically notified of the new request so that it can be addressed as quickly as possible. Within * * * * of entering a High severity request a NeuLion support technician will update the request. Additionally, NeuLion has an Emergency Support Escalation telephone number, which is available 24 hours a day, 7 days a week, that can be used for * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *. NeuLion provides web support services within the following timeframes. Request Severity Description Fix Plan Response High Severity Requests - A “system down” or production operations halted condition and a manual work around is not practical. **** Medium-High Severity Requests - A suspected high impact condition associated with the Licensed Programs causing significant problems. **** Medium-Low Severity Requests - An intermittent or low-impact condition associated with the Licensed Programs. **** Low Severity Requests - Questions concerning performance, use, or implementation of the Licensed Programs. **** NeuLion uses best efforts to correct High severity requests by continually working with Licensee to provide a fix or work around that eliminates a “system down” condition.
Examples of Primary Support Services in a sentence
Primary Support Services includes the Accounting Division, Human Resources Division, and Purchasing Division.
All Primary Support Services documentation is maintained or archived by the Secretary of State according to the applicable records retention plan.
PROGRAM ACTIVITY: Primary Support Services includes Accounting/Purchasing and Human Resources Divisions.
The Company leases 12,900 square feet of space at that location, under a lease that will expire in January 2006.
The leadership and management functions of this activity ensure duties and responsibilities of the department are carried out in an efficient and effective manner.• Primary Support Services – Includes Accounting/Purchasing and Human Resources Divisions.