Customer Support means the services by which 21Vianet may provide assistance to Customer to resolve issues with the Services.
Scheduled Downtime has the meaning set forth in Section 5.2.
Child support services means any civil, criminal or administrative action taken by the Division of
Level 1 Support means qualifying and logging all Technical Support Incidents, answering technical inquiries via telephone support and email regarding the Work and performing limited diagnostic services.
Technical Support means the technical assistance for attempting resolution of a reported Case through error correction, patches, hot fixes, workarounds, replacement deliveries, or any other type of Product corrections or modifications.
Technical Support Services means the technical support and maintenance Services provided by us according to our then-current technical support policy and procedure listed at xxxxxxxxxxxxx.xxx (“Technical Support Policy”) when the Services are purchased.
Service Level Agreement (SLA) means the Contractual Commitment that prevails between the Buyer and the Service Provider with regard to type of service to be provided, deliverables, desired performance level, reliability and responsiveness, monitoring process and service level reporting, response and issue resolution time-frame, repercussions / penalties / remedies for service provider not meeting its commitment. The SLA of a particular contract may carry the matrix regarding the delivery of the goods and/or services and the corresponding penalties or remedies and liquidated damages as applicable.
scheduled service means the City Representative has notified the Contractor to perform services ten (10) working days prior to commencement of work by Contractor.
Child support means that part of an Enhanced Child Restraint System by which the child can be raised within the Enhanced Child Restraint System.
Helpdesk Support means the 24x7x365 centre which shall handle Fault reporting, Trouble Ticketing and related enquiries during this contract.
Scheduled Uptime means the total minutes in the reporting month less the total minutes represented by the Scheduled Downtime.
Scheduled Airline means any civilian aircraft operated by a civilian scheduled air carrier holding a certificate, license or similar authorization for civilian scheduled air carrier transport issued by the country of the aircraft’s registry, and which in accordance therewith flies, maintains and publishes tariffs for regular passenger service between named cities at regular and specified times, on regular or chartered flights operated by such carrier.
Service Level Agreement or SLA means the processes, deliverables, key performance indicators and performance standards relating to the Services to be provided by the Service Provider;
Airport Ground Support Equipment means vehicles and equipment used at an airport to service aircraft between flights.
SAP Delivered Support means SAP’s support offering to directly provide support to End Users subject to the terms and conditions set out in the EUMA.
Service Level Agreements means an agreement between NZX and a Market Participant and/or an Advisor setting out the terms and conditions of use of NZX technology and services;
Behavior Support Plan means the individualized proactive support strategies used to support positive behavior.
Maintenance and Support Services means the services provided by Contractor under Appendix F.
Support Services means support in relation to the use of, and the identification and resolution of errors in, the Hosted Services, but shall not include the provision of training services;
Tier 2 Support means the Esri Technical Support provided to the Tier 1 Help Desk when a Case cannot be resolved through Tier 1 Support.
Support Service means an activity, such as information technology, accounting, human resources, legal, and other support functions that are required to support the ongoing delivery of core services.
Scheduled Flight means a flight in an aircraft where the airline is listed in the Official Airline guide or equivalent and the air carrier holds a certificate, licence or similar authorization for scheduled air transportation issued by the relevant authorities in the country in which the aircraft is registered and, in accordance with such authorization, maintains and publishes schedules and tariffs for passenger service between named airports at regular and specific times. Scheduled Airline does not include Private Charter.
payment initiation service means a service to initiate a payment order at the request of the payment service user with respect to a payment account held at another payment service provider;
Level 2 Support means, with the use of technical support specialists: (i) performing Defect isolation, Defect replication and interoperability testing; (ii) performing remote diagnostic services and on-site troubleshooting, if required; (iii) identifying the source of Defects; (iv) developing a reproducible test case for any Defect and documenting the details of such Defect for escalation to Level 3 Support; and (v) developing and implementing Workarounds where reasonably possible.
SAP Support means SAP's then current support offering made available to Customer, as stated in the Order Form.
Tier 1 Support means the Technical Support provided by the Tier 1 Help Desk.