Service Assumptions. Assumptions related to in-scope services and/or components include: • Changes to services will be communicated and documented to all stakeholders.
Service Assumptions. EMI provides technical support to users of its publicly released Components. The support provided by EMI is typically at “expert level” and it is directed at handling incidents that lower level support desks within the Customer Organization could not solve without changing the Component source code or by applying known workarounds. The Technical Support and Escalation Procedures are described in the EMI Project Support Plan. The latest version of the Support Plan can be found on the EMI web site at: xxxx://xxx.xx-xxx.xx/support User support is provided via the GGUS portal managed by the EGI InSpire project (see section 5.4.1, Web-based Support), which is the single point of contact for infrastructure users to access the EMI Service Desk. The EMI Service Desk within GGUS is organized in Support Units. Every Support Unit is responsible for one or more Components. The number and definition of the EMI Support Units in GGUS is not regulated by this SLA and can change at any time to fulfill the EMI Incident and Problem Management requirements. Incidents are analysed by the EMI Technical Experts to identify the Problem or Problems that have caused them. If available, suitable workarounds are proposed to restore the Service to its agreed level as soon as possible. If the incident is caused by Problems in the software and a change is required, a software defect report is filed by the EMI Technical Experts in one of the EMI defect tracking systems and a change request is produced and scheduled for a future release depending on the Problem priority. The priority levels and their relationship with the Problem impact and severity are defined in Appendix: Definitions, the agreed response policies are defined in section 6 (Service Management). This Service Level Agreement applies to Services provided by EMI for any Component making part of the EMI Product Catalogue. Conversely, the Product Catalogue lists all software Components that at any given time are supported by EMI. Components can be deprecated and removed from the Product Catalogue and new Components can be added during the lifetime of EMI according to the procedures described in the EMI Support Plan and the terms described in this SLA in section 5.3.2 (Support Lifecycle).
Service Assumptions. 1. The Service Provider shall not sublet any part of the Contract. He shall be solely responsible and liable to deliver the services as per the contract.
Service Assumptions. Assumptions related to in-scope services and/or components include:
Service Assumptions. Assumptions related to in-scope services and/or components include: • Upendo will use commercially reasonable efforts to resolve errors by providing a workaround or fix, or a specific action plan for how the error will be addressed, and an estimate of how long it will take to rectify the error. • All support calls and e-mails will be logged into Upendo’s support system. Upendo will assign a priority level to an error upon confirmation of the error. Limitations. Upendo will have no obligation to provide Customer Support:
Service Assumptions. The services and costs within this Agreement are based on the assumptions below. Any assumption found invalid could have an effect on ability to meet service targets and/or costs charged for services. Changes to assumptions will be handled in accordance with the Service Change Control Procedure described in this Agreement. The service assumptions included with this Agreement are:
Service Assumptions. Assumptions related to in-scope services include This SLA applies to the provision of employment contracts and employee handbooks. It does not include the provision of human resource management advice. The specific company and employee related information contained in the contracts and handbooks is reliable and correct insofar as the information supplied to the service provider by the client in the checklists is reliable and correct. Service Management Contracts of employment will be provided within [3] working days of receipt of the completed checklists. An employee handbook will be provided within [5] working days of receipt of the completed checklist. Delivery of contracts and handbook will be by means of password protected email attachment (unless otherwise agreed) Telephone support is available from 9.00am to 5.30pm Monday to Friday E-Mail support monitored 9.00am to 5.30pm Monday to Friday. E-Mails received outside of office hours will be collected, however no action can be guaranteed until the next working day. _________________________________________________________________________ We agree to the terms of this Service Level Agreement. ______________________________________ ________________ (On behalf of Bureau Service Provider) Date ______________________________________ ________________
Service Assumptions. HRMS and MONTROSE agree that: • The project under this Agreement will be joint efforts led by HRMS, combining the skills and resources of MONTROSE. • MONTROSE is required to participate in all decision-making meetings and required deliverables. • HRMS shall perform the Services in a professional and workmanlike manner with all diligence and in accordance with all industry standards and applicable laws, statutes, regulations and ordinances. • HRMS will assign a primary point of contact to manage all Services request. • MONTROSE will provide appropriate UKG Pro login access to HRMS. • HRMS will work with UKG resources to achieve MONTROSE desired results. • The Services proposed are not “On-Demand”. MONTROSE and HRMS’ personnel must establish time frames that are mutually acceptable to both parties. • A task/project-planning meeting will be conducted with MONTROSE project team members to identify the scope and timing of HRMS’ involvement. • MONTROSE agrees to provide reasonable access to its key personnel necessary for HRMS to provide the Services. • Work will be performed remotely with the possibility of onsite visit(s). • If MONTROSE request HRMS resources onsite, XXXXXXXX agrees to provide HRMS personnel a safe workplace consistent with that of its own employees. Onsite visits require a 14-day advanced notice. • HRMS personnel will observe all safety and other applicable rules in effect at such workplace, provided that reasonable notice of the rules has been supplied to HRMS and such person. • Travel expenses are not include and must be pre-approved in writing by MONTROSE. • The Services represented below are billed on a time and material. Should additional hours or services be needed, an additional work order will be required.
Service Assumptions. Customer will provide a healthy working environment for the Vendor professionals visiting customer site for this engagement • Customer will ensure that site readiness is complete before implementation phase • Customer will configure Public network including Jumbo frames, Load balancer and/or firewall • Customer to register the system after the service is complete to ensure support and warranty for this system • Customer to own the decision for the final cut-over to production after this service is complete • Vendor will remove all the IP, including tools and scripts, used for implementation and testing of the environment • Customer will provide a healthy working environment for the Vendor professionals visiting customer site for this engagement
Service Assumptions. The purpose of this section is to identify any assumptions made for this Agreement. Assumptions may include items including how the services will be used in the future, projected growth rates that may impact how services are to be delivered and future changes that were considered but not included in the Agreement. Impacts on assumption thresholds up or down, that will trigger price adjustment requests pursuant to the Change Process in the Contract and RFP, which, based on monthly reports from the Service Provider, must be documented increases of more than 10% over the agreed maximum volumes of services assumptions, or decrease by more than 10 % below the agreed minimum volumes of services assumptions.
