{"component": "clause", "props": {"groups": [{"size": 8, "snippet_links": [{"key": "any-service", "type": "clause", "offset": [4, 15]}, {"key": "related-issue", "type": "definition", "offset": [16, 29]}, {"key": "of-documents", "type": "clause", "offset": [52, 64]}, {"key": "addressed-to", "type": "clause", "offset": [72, 84]}, {"key": "telephonic-communication", "type": "clause", "offset": [131, 155]}, {"key": "contact-centre", "type": "clause", "offset": [165, 179]}, {"key": "toll-free-number", "type": "definition", "offset": [187, 203]}, {"key": "monday-to-friday", "type": "definition", "offset": [250, 266]}], "samples": [{"hash": "5jZsOJPCSHt", "uri": "/contracts/5jZsOJPCSHt#customer-services", "label": "Loan Agreement", "score": 25.2067070007, "published": true}, {"hash": "4I9FXxxLkkb", "uri": "/contracts/4I9FXxxLkkb#customer-services", "label": "Loan Agreement", "score": 25.1013011932, "published": true}, {"hash": "9xp7K73Uht5", "uri": "/contracts/9xp7K73Uht5#customer-services", "label": "Loan Agreement", "score": 24.6714572906, "published": true}], "snippet": "For any service related issue including requirement of documents can be addressed to FIHFC through the following channels: -\na. By telephonic communication with the Contact Centre on our Toll Free number 18001021003; Timings: 9.30 a.m. to 6.30 p.m. (Monday to Friday) *", "hash": "4de8d28beea861c309fe31d09b32f0bc", "id": 10}, {"size": 8, "snippet_links": [{"key": "for-services", "type": "clause", "offset": [35, 47]}, {"key": "prior-authorization", "type": "definition", "offset": [97, 116]}, {"key": "end-users", "type": "definition", "offset": [218, 227]}, {"key": "for-the-customer", "type": "clause", "offset": [296, 312]}, {"key": "with-respect-to", "type": "clause", "offset": [358, 373]}, {"key": "pertaining-to", "type": "definition", "offset": [386, 399]}, {"key": "including-without-limitation", "type": "clause", "offset": [414, 442]}, {"key": "services-provisioning", "type": "clause", "offset": [453, 474]}, {"key": "billing-and-collection", "type": "clause", "offset": [476, 498]}, {"key": "dispute-resolution", "type": "clause", "offset": [500, 518]}, {"key": "regulatory-compliance-matters", "type": "clause", "offset": [544, 573]}, {"key": "subject-to", "type": "clause", "offset": [591, 601]}, {"key": "additional-terms-and-conditions", "type": "definition", "offset": [602, 633]}, {"key": "any-person", "type": "definition", "offset": [652, 662]}, {"key": "of-customer", "type": "clause", "offset": [675, 686]}, {"key": "for-example", "type": "clause", "offset": [751, 762]}, {"key": "person-or-entity", "type": "definition", "offset": [785, 801]}, {"key": "related-services", "type": "clause", "offset": [860, 876]}, {"key": "service-provided", "type": "definition", "offset": [922, 938]}, {"key": "terms-of-this-agreement", "type": "clause", "offset": [949, 972]}, {"key": "compliance-with-applicable-legal-requirements", "type": "clause", "offset": [1117, 1162]}, {"key": "in-this-agreement", "type": "definition", "offset": [1185, 1202]}, {"key": "related-to", "type": "definition", "offset": [1252, 1262]}, {"key": "dmca-compliance", "type": "clause", "offset": [1263, 1278]}, {"key": "all-licenses", "type": "clause", "offset": [1321, 1333]}, {"key": "required-by", "type": "definition", "offset": [1379, 1390]}, {"key": "applicable-law", "type": "definition", "offset": [1391, 1405]}, {"key": "other-third-parties", "type": "definition", "offset": [1421, 1440]}, {"key": "customer-shall", "type": "clause", "offset": [1475, 1489]}, {"key": "all-costs", "type": "definition", "offset": [1557, 1566]}, {"key": "arising-out-of", "type": "definition", "offset": [1650, 1664]}, {"key": "to-customer", "type": "clause", "offset": [1677, 1688]}, {"key": "services-and", "type": "clause", "offset": [1689, 1701]}, {"key": "resulting-from", "type": "definition", "offset": [1756, 1770]}, {"key": "use-of-the-services", "type": "clause", "offset": [1771, 1790]}, {"key": "by-customer", "type": "clause", "offset": [1812, 1823]}, {"key": "the-content", "type": "clause", "offset": [1843, 1854]}, {"key": "in-connection-with", "type": "clause", "offset": [2013, 2031]}, {"key": "act-or-omission", "type": "definition", "offset": [2036, 2051]}, {"key": "government-authority", "type": "definition", "offset": [2126, 2146]}, {"key": "publicly-available", "type": "definition", "offset": [2293, 2311]}, {"key": "acceptable-use", "type": "clause", "offset": [2331, 2345]}, {"key": "without-limiting-the-generality-of", "type": "clause", "offset": [2361, 2395]}, {"key": "responsibility-for", "type": "clause", "offset": [2441, 2459]}, {"key": "potential-liability", "type": "definition", "offset": [2469, 2488]}, {"key": "copyright-infringement", "type": "clause", "offset": [2534, 2556]}, {"key": "internet-service", "type": "clause", "offset": [2577, 2593]}, {"key": "represents-and-warrants-that-it", "type": "clause", "offset": [2665, 2696]}, {"key": "notice-of", "type": "clause", "offset": [2762, 2771]}, {"key": "policy-for", "type": "definition", "offset": [2775, 2785]}, {"key": "pursuant-to-the", "type": "definition", "offset": [2826, 2841]}, {"key": "digital-millennium-copyright-act", "type": "clause", "offset": [2842, 2874]}, {"key": "indemnify-and-hold-harmless", "type": "clause", "offset": [2919, 2946]}, {"key": "causes-of-actions", "type": "clause", "offset": [3076, 3093]}, {"key": "reasonable-attorneys", "type": "definition", "offset": [3118, 3138]}, {"key": "other-customer", "type": "definition", "offset": [3327, 3341]}], "samples": [{"hash": "6vu4aZfX1wR", "uri": "/contracts/6vu4aZfX1wR#customer-services", "label": "Business Customer Agreement", "score": 35.6606826782, "published": true}, {"hash": "7jduTIVXpSO", "uri": "/contracts/7jduTIVXpSO#customer-services", "label": "Business Customer Agreement", "score": 35.3386726379, "published": true}, {"hash": "fT0X9ddWblS", "uri": "/contracts/fT0X9ddWblS#customer-services", "label": "Business Customer Agreement", "score": 34.6108131409, "published": true}], "snippet": "Customer is the customer-of-record for Services acquired under this Agreement. If Customer (with prior authorization from WOW!), resells Service or in any way incorporates WOW! Services into service it provides to its End Users (the \u201cCustomer Services\u201d), Customer: (i) will be solely responsible for the Customer Services, including supporting its End Users with respect to all matters pertaining to its services, including without limitation, Customer Services provisioning, billing and collection, dispute resolution, crediting and legal and regulatory compliance matters; and (ii) may be subject to additional terms and conditions. \u201cEnd User\u201d means any person or customer of Customer or its affiliates that is receiving or using Customer Services. For example, an End User may be a person or entity to whom Customer provides telecommunication, broadband or related services that utilizes, in whole or in part, the WOW! Service provided under the terms of this Agreement. Customer represents and warrants that: (1) Customer Services it furnishes to its End Users are designed, installed, provided and maintained in compliance with applicable legal requirements and those established in this Agreement, including without limitation legal requirements related to DMCA compliance; and (2) it possesses, and will maintain, all licenses, approvals, registrations and certifications required by applicable law, regulators or other third parties to furnish its Customer Services. Customer shall defend, indemnify, and hold harmless WOW! from and against any and all costs, losses, harm or damages (including without limitation reasonable attorney\u2019s fees) arising out of or relating to Customer Services and Customer\u2019s use of the WOW! Services, including claims resulting from use of the Services or Customer Services by Customer\u2019s End Users and/or the content of any communications transmitted via the Services or Customer Services. Customer shall not use the Services or provide Customer Services: (i) to violate, or in connection with any act or omission which violates, any law, rule, regulation or policy of any duly empowered government authority; (ii) for any unlawful, infringing, harassing, defamatory, fraudulent, or obscene purpose; or (iii) in a manner that violates WOW!\u2019s then current publicly available policies regarding acceptable use of Service(s). Without limiting the generality of the forgoing, Customer expressly assumes all responsibility for, and any potential liability arising out of, any actual or alleged act of copyright infringement conducted using the internet service provided by WOW! to Customer, including any Customer Service. Customer represents and warrants that it has adopted and implemented, and gives users of internet service notice of, a policy for terminating repeat copyright infringers pursuant to the Digital Millennium Copyright Act (DMCA), 17 U.S.C. \u00a7 512. Customer agrees to indemnify and hold harmless WOW!, its parents, affiliates, subsidiaries, contractors, subcontractors, and agents from and against any and all costs, claims, causes of actions, and demands, including reasonable attorneys\u2019 fees, incurred by WOW! as a result of, or in connection with, any actual or alleged act of copyright infringement conducted using the internet service provided by WOW! to Customer or any other Customer Services.", "hash": "909bd84e496003549ba9fe7083008a54", "id": 9}, {"size": 25, "snippet_links": [{"key": "services-and", "type": "clause", "offset": [8, 20]}, {"key": "customer-service", "type": "definition", "offset": [42, 58]}, {"key": "customer-relations", "type": "definition", "offset": [112, 130]}, {"key": "call-centers", "type": "definition", "offset": [132, 144]}, {"key": "energy-conservation", "type": "definition", "offset": [146, 165]}], "samples": [{"hash": "kQsS7kbCxsI", "uri": "/contracts/kQsS7kbCxsI#customer-services", "label": "DRS Services Agreement (Dominion Gas Holdings, LLC)", "score": 23.2546195984, "published": true}, {"hash": "dZyqYUNI740", "uri": "/contracts/dZyqYUNI740#customer-services", "label": "DRS Services Agreement (Dominion Gas Holdings, LLC)", "score": 23.2546195984, "published": true}, {"hash": "4G8k2k8YU4x", "uri": "/contracts/4G8k2k8YU4x#customer-services", "label": "DRS Services Agreement (Dominion Gas Holdings, LLC)", "score": 23.2546195984, "published": true}], "snippet": "Provide services and systems dedicated to customer service, including billing, remittance, credit, collections, customer relations, call centers, energy conservation support and metering.", "hash": "a4ca6b188c6278b2353fb2ebdb87a73e", "id": 2}, {"size": 40, "snippet_links": [{"key": "customer-relationship-management", "type": "definition", "offset": [0, 32]}, {"key": "control-activities", "type": "clause", "offset": [108, 126]}, {"key": "service-delivery", "type": "definition", "offset": [141, 157]}, {"key": "service-components", "type": "definition", "offset": [163, 181]}, {"key": "for-managing", "type": "clause", "offset": [216, 228]}, {"key": "customer-interactions", "type": "clause", "offset": [246, 267]}, {"key": "communication-channels", "type": "definition", "offset": [284, 306]}, {"key": "business-lines", "type": "clause", "offset": [311, 325]}, {"key": "interface-requirements", "type": "clause", "offset": [394, 416]}, {"key": "delivery-mechanisms", "type": "clause", "offset": [433, 452]}, {"key": "alerts-and-notifications", "type": "clause", "offset": [492, 516]}], "samples": [{"hash": "grAjikuPbNX", "uri": "/contracts/grAjikuPbNX#customer-services", "label": "Master Contract", "score": 34.2139587402, "published": true}, {"hash": "9qR2BUFpZWc", "uri": "/contracts/9qR2BUFpZWc#customer-services", "label": "Master Contract", "score": 34.1593933105, "published": true}, {"hash": "b9JLAj2byXy", "uri": "/contracts/b9JLAj2byXy#customer-services", "label": "Master Contract", "score": 33.4602127075, "published": true}], "snippet": "Customer Relationship Management (CRM): All aspects of the CRM process, including planning, scheduling, and control activities involved with service delivery. The service components facilitate agencies\u2019 requirements for managing and coordinating customer interactions across multiple communication channels and business lines. Customer Preferences: Customizing customer preferences relative to interface requirements and information delivery mechanisms (e.g., personalization, subscriptions, alerts and notifications).", "hash": "bc8f7f09bec245ccb4d90947372f8358", "id": 1}, {"size": 13, "snippet_links": [{"key": "visiting-hours", "type": "clause", "offset": [3, 17]}, {"key": "the-office", "type": "clause", "offset": [21, 31]}, {"key": "monday-to-friday", "type": "definition", "offset": [33, 49]}, {"key": "lunch-time", "type": "clause", "offset": [112, 122]}, {"key": "details-of-the", "type": "clause", "offset": [197, 211]}, {"key": "customer-service", "type": "definition", "offset": [239, 255]}, {"key": "the-manager", "type": "definition", "offset": [265, 276]}, {"key": "time-line", "type": "clause", "offset": [337, 346]}, {"key": "loan-account-statement", "type": "clause", "offset": [360, 382]}, {"key": "same-day", "type": "definition", "offset": [398, 406]}, {"key": "working-days", "type": "clause", "offset": [427, 439]}, {"key": "statement-of-account", "type": "clause", "offset": [445, 465]}, {"key": "issued-to", "type": "definition", "offset": [474, 483]}, {"key": "a-year", "type": "definition", "offset": [505, 511]}, {"key": "of-customer", "type": "clause", "offset": [536, 547]}, {"key": "requests-for", "type": "clause", "offset": [594, 606]}, {"key": "duplicate-certificates", "type": "clause", "offset": [626, 648]}, {"key": "to-register", "type": "clause", "offset": [752, 763]}, {"key": "postal-address", "type": "definition", "offset": [776, 790]}, {"key": "telephone-number", "type": "clause", "offset": [803, 819]}, {"key": "mobile-number", "type": "clause", "offset": [822, 835]}, {"key": "other-means-of-communication", "type": "clause", "offset": [844, 872]}, {"key": "relevant-branch", "type": "definition", "offset": [882, 897]}, {"key": "of-the-company", "type": "clause", "offset": [898, 912]}, {"key": "acknowledgement-of", "type": "clause", "offset": [997, 1015]}, {"key": "by-the-borrower", "type": "clause", "offset": [1077, 1092]}, {"key": "sms-alerts", "type": "definition", "offset": [1097, 1107]}, {"key": "the-customers", "type": "clause", "offset": [1124, 1137]}, {"key": "payment-of-instalments", "type": "clause", "offset": [1165, 1187]}, {"key": "at-the-time", "type": "definition", "offset": [1246, 1257]}, {"key": "in-writing", "type": "definition", "offset": [1292, 1302]}, {"key": "changes-in", "type": "clause", "offset": [1323, 1333]}, {"key": "the-company-shall", "type": "clause", "offset": [1358, 1375]}, {"key": "the-information", "type": "clause", "offset": [1382, 1397]}, {"key": "relating-to", "type": "definition", "offset": [1398, 1409]}, {"key": "strictly-confidential", "type": "clause", "offset": [1423, 1444]}, {"key": "by-the-customer", "type": "clause", "offset": [1521, 1536]}], "samples": [{"hash": "7a9tTN4f5fU", "uri": "/contracts/7a9tTN4f5fU#customer-services", "label": "Loan Agreement", "score": 32.010345459, "published": true}, {"hash": "i7Uabbd6gHI", "uri": "/contracts/i7Uabbd6gHI#customer-services", "label": "Loan Agreement", "score": 31.898897171, "published": true}, {"hash": "6pQbMDgPiXC", "uri": "/contracts/6pQbMDgPiXC#customer-services", "label": "Loan Agreement", "score": 31.8668289185, "published": true}], "snippet": "i. Visiting hours at the office: Monday to Friday - 10.00 A.M. to 5.00 P.M. Saturday* - 10.00 A.M. to 5.00 P.M. Lunch time - 1.30 P.M. to 2.00 P.M. *1st & 2nd Saturdays & All Sundays - Holiday\nii. Details of the person to be contacted for customer service: Name of the Manager / Officer:\niii. Procedure to obtain the following including time line therefor:\n1) Loan account statement: Invariably on same day but not exceeding 3 working days. The statement of account will be issued to the customer once in a year at the specific request of customer without any charges. However, if the customer requests for additional copies/ duplicate certificates, the Company may at his discretion recover appropriate charges.\n2) It is the borrower\u2019s responsibility to register the correct postal address, E-mail ID, Telephone Number & Mobile Number and any other means of communication with the relevant branch of the Company and intimate any changes and get the same registered in the relevant branch. Proper acknowledgement of intimation of such changes shall be obtained from the branch by the borrower.\n3) SMS alerts will be sent to the customers wherever there is delay in payment of instalments for which customers should registered their mobile number at the time of sanction and intimate branches in writing, whenever there are changes in their mobile number.\n4) The Company shall treat the information relating to customers as strictly confidential and shall not share any information, unless required under law or permitted by the customer.", "hash": "4bc25902a71766c4bce971204d0b6a20", "id": 5}, {"size": 18, "snippet_links": [{"key": "service-branch", "type": "definition", "offset": [26, 40]}, {"key": "hours-of", "type": "clause", "offset": [57, 65]}, {"key": "from-monday-to-friday", "type": "clause", "offset": [86, 107]}, {"key": "public-holidays", "type": "clause", "offset": [119, 134]}, {"key": "call-centre", "type": "definition", "offset": [166, 177]}, {"key": "toll-free", "type": "definition", "offset": [197, 206]}, {"key": "customer-service", "type": "definition", "offset": [310, 326]}, {"key": "loan-account-statement", "type": "clause", "offset": [428, 450]}, {"key": "working-days", "type": "clause", "offset": [455, 467]}, {"key": "date-of-request", "type": "clause", "offset": [473, 488]}, {"key": "title-documents", "type": "clause", "offset": [509, 524]}, {"key": "return-of", "type": "clause", "offset": [567, 576]}, {"key": "original-documents", "type": "definition", "offset": [577, 595]}, {"key": "transfer-of-loan", "type": "clause", "offset": [608, 624]}, {"key": "date-of-closure", "type": "clause", "offset": [648, 663]}], "samples": [{"hash": "lHYWbla4Na8", "uri": "/contracts/lHYWbla4Na8#customer-services", "label": "Loan Agreement", "score": 26.1937026978, "published": true}, {"hash": "f55bFkBufHx", "uri": "/contracts/f55bFkBufHx#customer-services", "label": "Loan Agreement", "score": 26.1937026978, "published": true}, {"hash": "kNEviD3Umk5", "uri": "/contracts/kNEviD3Umk5#customer-services", "label": "Loan Agreement", "score": 25.8788509369, "published": true}], "snippet": "i. Borrower can visit the Service Branch during visiting hours of 10:00 am to 5:00 pm from Monday to Friday (Except on Public Holidays).\nii. Borrower can contact our Call Centre at \u2587\u2587\u2587\u2587-\u2587\u2587\u2587-\u2587\u2587\u2587-\u2587 (toll free) between 10:00 am \u2013 5:00 pm from Monday to Friday (Except Public Holidays).\niii. Borrower can reach to Customer Service vide e-mail: - \u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587.\niv. Indicative Timelines of common request servicing: -\na) Loan account statement - 7 working days from date of request\nb) Photocopy of the title documents - 14 working days from date of request\nc) Return of original documents on closure/ transfer of loan \u2013 14 working days from date of closure.", "hash": "739c4fefdaf364097914f062dfac2a1d", "id": 3}, {"size": 14, "snippet_links": [{"key": "modulr-products", "type": "clause", "offset": [90, 105]}, {"key": "not-limited", "type": "clause", "offset": [180, 191]}, {"key": "authorised-users", "type": "clause", "offset": [200, 216]}, {"key": "transaction-information", "type": "definition", "offset": [220, 243]}, {"key": "products-provided", "type": "clause", "offset": [320, 337]}], "samples": [{"hash": "eiKKVfUOrHa", "uri": "/contracts/eiKKVfUOrHa#customer-services", "label": "Terms and Conditions", "score": 35.0591201782, "published": true}, {"hash": "8iJ27zPULUb", "uri": "/contracts/8iJ27zPULUb#customer-services", "label": "Terms and Conditions", "score": 34.4103622437, "published": true}, {"hash": "ghHNARU5IVw", "uri": "/contracts/ghHNARU5IVw#customer-services", "label": "Terms and Conditions", "score": 33.6277694702, "published": true}], "snippet": "5.1 The Introduced Customer can contact Customer Services if it has any queries about the Modulr Products. Information may be requested from the Introduced Customer, including but not limited to, its Authorised Users or Transaction information so that it can verify the identity of an Authorised User and/ or the Modulr Products provided to such Introduced Customer.", "hash": "26e1ff1dda1d943fe8bcb455072cf860", "id": 4}, {"size": 11, "snippet_links": [{"key": "contact-us", "type": "definition", "offset": [8, 18]}, {"key": "visiting-hours", "type": "clause", "offset": [43, 57]}, {"key": "contact-person", "type": "definition", "offset": [91, 105]}, {"key": "customer-service-desk", "type": "definition", "offset": [106, 127]}, {"key": "branch-manager", "type": "definition", "offset": [130, 144]}, {"key": "loan-account-statement", "type": "clause", "offset": [145, 167]}, {"key": "working-days", "type": "clause", "offset": [170, 182]}, {"key": "title-documents", "type": "clause", "offset": [196, 211]}, {"key": "return-of", "type": "clause", "offset": [228, 237]}, {"key": "original-documents", "type": "definition", "offset": [238, 256]}, {"key": "transfer-of-loan", "type": "clause", "offset": [284, 300]}], "samples": [{"hash": "4CLXMuI89dD", "uri": "/contracts/4CLXMuI89dD#customer-services", "label": "Loan Agreement", "score": 32.0248260498, "published": true}, {"hash": "eMReysvJ7XB", "uri": "/contracts/eMReysvJ7XB#customer-services", "label": "Loan Agreement", "score": 24.9452438354, "published": true}, {"hash": "F5hLow3ic3", "uri": "/contracts/F5hLow3ic3#customer-services", "label": "Loan Agreement", "score": 24.8042430878, "published": true}], "snippet": "You may contact us by visiting our offices Visiting hours 10 AM \u2013 5.30 PM; Monday \u2013 Friday Contact person Customer Service Desk / Branch Manager Loan account statement 7 working days Photocopy of title documents 30 working days Return of original documents on 30 working days closure/Transfer of loan", "hash": "51b9721fe54d2379bb82ebad9945c35e", "id": 6}, {"size": 10, "snippet_links": [{"key": "the-member", "type": "definition", "offset": [3, 13]}, {"key": "vision-benefits", "type": "clause", "offset": [41, 56]}, {"key": "quality-of-care", "type": "clause", "offset": [107, 122]}, {"key": "access-to-care", "type": "definition", "offset": [126, 140]}, {"key": "blue-shield", "type": "definition", "offset": [226, 237]}, {"key": "customer-service", "type": "definition", "offset": [238, 254]}], "samples": [{"hash": "jnplXQoOStv", "uri": "/contracts/jnplXQoOStv#customer-services", "label": "Evidence of Coverage and Health Service Agreement", "score": 26.9739894867, "published": true}, {"hash": "hrnJGgN4Nm3", "uri": "/contracts/hrnJGgN4Nm3#customer-services", "label": "Medicare Supplement Plan G", "score": 26.9739894867, "published": true}, {"hash": "clKA9Zc2csU", "uri": "/contracts/clKA9Zc2csU#customer-services", "label": "Evidence of Coverage and Health Service Agreement", "score": 26.9739894867, "published": true}], "snippet": "If the Member has a question about these vision benefits, providers, services, or concerns re- \u2587\u2587\u2587\u2587\u2587\u2587\u2587 the quality of care or access to care that the Member has experienced, the Member may contact: The Member may also contact Blue Shield Customer Service.", "hash": "1d544d1b3b74cf5f420a6802033dc63d", "id": 7}, {"size": 9, "snippet_links": [{"key": "related-services", "type": "clause", "offset": [37, 53]}, {"key": "in-connection-with", "type": "clause", "offset": [54, 72]}, {"key": "a-professional", "type": "clause", "offset": [105, 119]}, {"key": "to-insure", "type": "clause", "offset": [165, 174]}, {"key": "high-level", "type": "definition", "offset": [177, 187]}, {"key": "customer-satisfaction", "type": "clause", "offset": [191, 212]}, {"key": "establish-and-maintain", "type": "clause", "offset": [265, 287]}, {"key": "procedures-and-policies", "type": "clause", "offset": [306, 329]}, {"key": "similar-to", "type": "definition", "offset": [353, 363]}, {"key": "by-delta", "type": "clause", "offset": [379, 387]}, {"key": "customer-service-policies", "type": "definition", "offset": [390, 415]}, {"key": "employee-conduct", "type": "clause", "offset": [459, 475]}, {"key": "standards-and-policies", "type": "clause", "offset": [501, 523]}, {"key": "employees-on-the", "type": "clause", "offset": [604, 620]}, {"key": "support-services", "type": "clause", "offset": [681, 697]}, {"key": "approval-of", "type": "clause", "offset": [754, 765]}, {"key": "agreed-by", "type": "definition", "offset": [800, 809]}, {"key": "at-all-times", "type": "definition", "offset": [817, 829]}, {"key": "consistent-with", "type": "definition", "offset": [833, 848]}, {"key": "uniform-standards", "type": "clause", "offset": [866, 883]}, {"key": "meet-to-discuss", "type": "clause", "offset": [925, 940]}, {"key": "and-review", "type": "clause", "offset": [941, 951]}, {"key": "compliance-with", "type": "definition", "offset": [1015, 1030]}, {"key": "article-5", "type": "definition", "offset": [1036, 1045]}, {"key": "each-party-will", "type": "clause", "offset": [1047, 1062]}, {"key": "concerns-and-complaints", "type": "clause", "offset": [1081, 1104]}, {"key": "in-writing", "type": "definition", "offset": [1126, 1136]}, {"key": "other-party", "type": "clause", "offset": [1144, 1155]}, {"key": "to-the-extent", "type": "clause", "offset": [1157, 1170]}, {"key": "the-parties-shall", "type": "clause", "offset": [1237, 1254]}, {"key": "agree-to", "type": "clause", "offset": [1311, 1319]}, {"key": "terms-of", "type": "definition", "offset": [1324, 1332]}, {"key": "corrective-action-plan", "type": "definition", "offset": [1335, 1357]}, {"key": "timing-of", "type": "clause", "offset": [1366, 1375]}, {"key": "in-the-event", "type": "clause", "offset": [1396, 1408]}, {"key": "material-respect", "type": "definition", "offset": [1437, 1453]}, {"key": "time-period", "type": "definition", "offset": [1523, 1534]}, {"key": "material-breach-of-this-agreement", "type": "clause", "offset": [1587, 1620]}, {"key": "contract-of-carriage", "type": "definition", "offset": [1684, 1704]}, {"key": "liability-policies", "type": "clause", "offset": [1739, 1757]}, {"key": "compensation-policies", "type": "definition", "offset": [1778, 1799]}, {"key": "as-amended", "type": "definition", "offset": [1806, 1816]}, {"key": "from-time-to-time", "type": "clause", "offset": [1817, 1834]}, {"key": "with-respect-to", "type": "clause", "offset": [1875, 1890]}, {"key": "operation-of", "type": "clause", "offset": [1895, 1907]}, {"key": "except-as-otherwise-provided", "type": "clause", "offset": [1937, 1965]}, {"key": "expenses-incurred", "type": "clause", "offset": [2017, 2034]}, {"key": "the-customer-service", "type": "clause", "offset": [2083, 2103]}], "samples": [{"hash": "cRprj13izLN", "uri": "/contracts/cRprj13izLN#customer-services", "label": "Delta Connection Agreement (Skywest Inc)", "score": 21.0, "published": true}, {"hash": "4iU6WlBnsCX", "uri": "/contracts/4iU6WlBnsCX#customer-services", "label": "Delta Connection Agreement (Skywest Inc)", "score": 19.0, "published": true}], "snippet": "A. Operator will handle all customer related services in connection with the Delta Connection Flights in a professional, businesslike and courteous manner. In order to insure a high level of customer satisfaction for the Delta Connection Flights, Operator will (i) establish and maintain customer handling procedures and policies that are substantially similar to those utilized by Delta (\u201cCustomer Service Policies\u201d) and (ii) establish, maintain and enforce employee conduct, appearance and training standards and policies that are substantially similar to those used by Delta. All uniforms worn by ASA employees on the Delta Connection Flights and by any ASA employees providing support services in connection with such flights shall be subject to the approval of Delta and shall, unless otherwise agreed by Delta, at all times be consistent with Delta\u2019s existing uniform standards.\nB. Operator and Delta will periodically meet to discuss and review Operator\u2019s customer handling procedures and policies to insure compliance with this Article 5. Each party will seek to set forth concerns and complaints under this Article 5 in writing to the other party. To the extent Delta advises Operator of any deviation from Article 5(A) hereof, the parties shall meet to mutually determine appropriate solutions and to agree to the terms of a corrective action plan and the timing of its implementation. In the event Operator shall fail, in any material respect, to adopt or implement any such agreed corrective action plan in the time period described therein, any such failure may be deemed a material breach of this Agreement.\nC. ASA shall adopt as its own Delta\u2019s Terms and Conditions of Contract of Carriage (\u201cContract of Carriage\u201d), baggage liability policies and denied boarding compensation policies, each as amended from time to time, and be bound by their respective terms with respect to its operation of Delta Connection Flights.\nD. Except as otherwise provided in Article 3(B), ASA shall reimburse Delta for any expenses incurred as a result of ASA\u2019s non-compliance with any of the Customer Service Policies, Contract of Carriage, baggage liability policies and denied boarding compensation policies.", "hash": "02b22106e02a48a56a8d9e7425ac7c2d", "id": 8}], "next_curs": "CloSVGoVc35sYXdpbnNpZGVyY29udHJhY3RzcjYLEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2IhpjdXN0b21lci1zZXJ2aWNlcyMwMDAwMDAwYQyiAQJlbhgAIAA=", "clause": {"children": [["customer-service", "Customer Service"], ["", ""], ["recipient-rights-and-grievance-appeals", "Recipient Rights and Grievance/Appeals"], ["description", "Description"], ["photo-copy-of-title-documents", "Photo Copy of Title Documents"]], "size": 497, "title": "Customer Services", "parents": [["application-services", "Application Services"], ["components-of-an-it-solution", "COMPONENTS OF AN IT SOLUTION"], ["non-foreign-oconus-area", "NON-FOREIGN OCONUS AREA"], ["effective-date", "EFFECTIVE DATE"], ["severability", "SEVERABILITY"]], "id": "customer-services", "related": [["customer-service", "Customer Service", "Customer Service"], ["our-services", "OUR SERVICES", "OUR SERVICES"], ["customer-service-standards", "Customer Service Standards", "Customer Service Standards"], ["customer-service-access", "CUSTOMER SERVICE ACCESS", "CUSTOMER SERVICE ACCESS"], ["autism-services", "Autism Services", "Autism Services"]], "related_snippets": [], "updated": "2026-02-19T04:40:11+00:00", "also_ask": ["What minimum service levels should be mandated to protect the customer\u2019s interests?", "How can termination rights be structured if services are persistently deficient?", "What are the most common pitfalls in defining the scope of 'Customer Services'?", "How do courts interpret ambiguous service obligations in similar contracts?", "What negotiation leverage can be gained by linking payment to service performance?"], "drafting_tip": "Specify the services provided to clarify obligations, define service levels to set performance expectations, and outline exclusions to prevent disputes.", "explanation": "The Customer Services clause defines the scope and nature of services that the provider will deliver to the customer under the agreement. It typically outlines the types of support, maintenance, or assistance available, such as help desk access, troubleshooting, or regular updates, and may specify service hours or response times. By clearly setting expectations for the level and type of service, this clause helps prevent misunderstandings and ensures both parties are aware of their responsibilities and entitlements regarding customer support."}, "json": true, "cursor": ""}}