System Support. Irrespective of the termination of this Agreement, so long as any Outsourcing Services or Facilities Management agreement between BISYS and a Customer employing the System shall be in effect, OSI shall be obligated to provide ongoing maintenance support to BISYS for the OSI Proprietary Software and the OSI Interface Software as provided in Attachment 1 hereto Notwithstanding OSI's support provided under Attachment 1, BISYS agrees that it shall provide the first line of product and technical help desk support to its Customers. This shall include all of the day to day issues of functionality, error correction and customer service. In no instance shall OSI provide direct support to BISYS Customers. Said OSI services shall be provided seven (7) days per week, twenty four (24) hours per day for Priority A errors and during normal working hours for other errors. OSI shall furnish the names and telephone numbers of its personnel for both normal working hours and other times (e.g., holidays, weekends, etc.). BISYS shall provide the names and telephone numbers of the designated BISYS personnel assigned to work with OSI. BISYS agrees to use its best efforts to minimize the number of support contacts that it makes with OSI after the first five (5) outsourcing Services or Facilities Management Services installations made under this Agreement.
System Support. (a) BISYS Primary Support. BISYS shall provide the first line of product and technical help desk support to its Customers relating to the Licensed Software (including Interfaces), Ancillary Products and Third Party Software. This shall include all of the day-to-day issues of functionality, error correction and customer service. BISYS shall provide the names and telephone numbers of the designated BISYS personnel assigned to work with OSI. BISYS shall use its commercially reasonable efforts to minimize the number of support contacts it makes with OSI.
System Support. In accordance with the terms of this Agreement, Operator from time to time or upon reasonable request from Owner shall arrange for the Hotel to receive the benefits of Sheraton division or regional headquarters operating reviews which will monitor and analyze Hotel operating activities, or particular elements thereof and, when appropriate offer advice, guidance and specific recommendations. Such reviews may take place at Owner's request as often as quarterly in each Fiscal Year.
System Support. Ceres agrees to provide on-going support for the a/c/e system programs at CBOT's request and to support CBOT in servicing CBOT members and member firms.
System Support. As part of "System Support" services under this Agreement, Contractor shall (i) provide operational support for the System, including without limitation, support through a Help Desk, (ii) correct any and all Deficiencies, and (iii) provide Updates to the System Software in order to achieve Compatibility between Application Software and System Environment. In the event that (i) the System fails to meet the System Requirements relating to System performance or the System components are not all Compatible amongst each other and (ii) County, upon recommendation by Contractor, upgrades, repairs or replaces any of the System Environment components without remedying the resulting Deficiency, Contractor shall reimburse County for any and all amounts expended by County based on Contractor recommended System Environment upgrade to remedy such Deficiency. Without limiting any rights or remedies of County under this Agreement or at law or in equity, and except as may be required pursuant to Paragraph 8.2 (Transition Services) of Exhibit A (Additional Terms and Conditions), Contractor’s obligation to provide Maintenance and Support services shall cease concurrently with a release of Source Code to County pursuant to Paragraph 15.2 (Release Conditions).
System Support. An Upstream Third Party Licensor shall provide support to System Participants, which shall be available twenty-four (24) hours a Day via a toll free number.
System Support. System Support includes all activities performed by Combell not included with Basic Support. This encompasses the following support requests: • Installation/configuration of specific patches, upgrades, hotfixes, and add-ons on existing software or modules installed by Combell, 1 • solving malfunctions not caused by Combell that negatively affect the services procured (e.g. a web server, mail server, or database server not responding), • setting up network equipment (switches, VPN, …) at a Combell data centre, • performing security audits, • recovering a backup (data or disaster recovery backup), • upgrading virtual hardware. Combell will process any System Support requests not related to incidents that need to be solved urgently, in accordance with the communication waiting time and recovery waiting time for non-business-critical incidents as per the Service Level Package chosen by the Customer. The hours included with the Service Level Package chosen by the Customer can only be used for services and applications that were installed and configured by Combell and are valid per calendar month. Thus, these cannot be transferred to the next month nor can these be used for installing new components. Man-hours for the latter type of actions will resort under Advanced Support as described in article 2.4. The availability of System Support depends on the Service Level package chosen. Any support beyond the above-mentioned will resort under Advanced Support.
System Support. OCSD Responsibilities ● OCSD shall provide a named point of contact who will have overall responsibility for managing and coordinating the performance of the party it represents in a prompt and professional manner ● OCSD point of contact shall communicate no less than monthly with the SDM at regular intervals to review progress and resolve any issues relating to the Engagement ● OCSD shall provide the appropriate admin level access needed for the Cask Managed Services team OCSD shall provide approval of the level of effort and scope of enhancements prior to development starting. Changes to scope after approval may impact the level of effort and time to completion ● OCSD shall be responsible to work with the SDM to ensure that there is an appropriate number of requests being entered to consume all the monthly contracted dollars ● OCSD shall be responsible for any configuration necessary outside of the ServiceNow platform related to current 3rd party integrations ● OCSD shall not alter Cask's update sets or configurations therein ● OCSD shall be responsible to have the required software and licenses needed to complete the effort and outcomes ● OCSD shall utilize the Standard ServiceNow role and object based access control model for securing individual data elements, records and tables to the appropriate logged in user ● OCSD shall notify Cask in advance of any planned changes to the ServiceNow System and or Platform ○ These changes include but are not limited to code changes, cloning in or out of the environment, installation of patches/upgrades ○ Xxxx and OCSD will need to have mutual agreement on the date/time of any ServiceNow system or platform changes to ensure that the changes do not impact this engagement ○ If changes are made without mutual consent, costs and timelines may be impacted ● System Access: ○ OCSD will provide Cask full access to the ServiceNow environment from Day 1 of the engagement, unless otherwise agreed ○ During the engagement, if other resources need to be brought on to satisfy the scope of work requested, OCSD will provide the requested access in a timely manner ● External Systems: ○ ServiceNow can connect to git-related repositories to manage versioning of built and deployed applications. OCSD will provide repositories and credentials to utilize this functionality for global and scoped applications Assumptions ● IP based access controls are out of scope ● All Services shall be performed directly into OCSD's ServiceNow instance. At...
System Support. 7.1. ESFA shall make suitable arrangements to ensure the availability and integrity of the Mobilising System used to deliver the Operational Service.
System Support. During the Warranty Period, Illumina will provide maintenance and support for the System without additional charge. After such Warranty Period, Illumina will provide extended maintenance and support for the System if requested by the Customer, and pursuant to a mutually agreed-upon separate maintenance and support agreement; provided however that maintenance and support, if any, for third party goods shall be obtained by Customer directly from the supplier of the applicable third party good.
