Common use of ClassLink Technical Services Clause in Contracts

ClassLink Technical Services. 3.1 The purpose of technical services within this SLA is to ensure the usability of such that the software works as intended by ClassLink. 3.2 The following technical services are the responsibility of ClassLink. a. Toll-free telephone technical support b. Monitored support case system (helpdesk ticket system) c. Monitored email request for support at ▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇▇ d. Ensure core reports function properly e. Development and installation of periodic software updates and enhancements f. Continuous system diagnostic monitoring g. Data backup h. Disaster/data recovery 3.3 ClassLink responsibilities in support of this SLA also include: a. Meeting response times associated with service-related incidents. b. Appropriate notification to Customer for all scheduled maintenance. c. Changes to services will be communicated and documented to Customer. d. ClassLink, at its discretion, may contact users directly to investigate and resolve software performance issues. e. Initial and additional ongoing training for Customer key technology staff. f. Initial and additional ongoing training for Customer key instructional staff. 3.4 The following technical services are outside the scope of this SLA and are available for purchase separately. a. Onsite assistance

ClassLink Technical Services. 3.1 The purpose of technical services within this SLA is to ensure the usability of such that the software works as intended by ClassLink. 3.2 The following technical services are the responsibility of ClassLink. a. Toll-free telephone technical support b. Monitored support case system (helpdesk ticket system) c. Monitored email request for support at ▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇▇ d. Ensure core reports function properly e. Development and installation of periodic software updates and enhancements f. Continuous system diagnostic monitoring g. Data backup h. Disaster/data recovery 3.3 ClassLink responsibilities in support of this SLA also include: a. Meeting response times associated with service-service related incidents. b. Appropriate notification to Customer for all scheduled maintenance. c. Changes to services will be communicated and documented to Customer. d. ClassLink, at its discretion, may contact users directly to investigate and resolve software performance issues. e. Initial and additional ongoing training for Customer key technology staff. staff f. Initial and additional ongoing training for Customer key instructional staff. 3.4 The following technical services are outside the scope of this SLA and are available for purchase separately. a. Onsite assistance