Description of Support Services. Chewy’s use of specified facilities leased by PetSmart or its subsidiaries • PetSmart assistance in coordinating the administration or testing of any 401(k) or similar employee benefit plan under which the Parties are deemed to be within the same “control group”, but excluding any health and wellness plans • Chewy’s inclusion on specified insurance and similar policies obtained by PetSmart and claims management assistance • Management support, as agreed between Chewy and PetSmart from time to time • Corporate filings and other specified administrative support, including: • Business licenses and registrations • Annual state and local corporate filings/reports • Tax filings other than Tax Returns prepared on a consolidated, combined, or unitary basis, which costs and/or expenses are allocated pursuant to Section 3.6 • Excluding any filings with the Securities and Exchange Commission or other agencies related to Chewy being a publicly traded company • Procurement support • Other corporate or administrative support services as agreed to in writing by the Parties ANNEX B
Description of Support Services a. In the provision of the Support Services, PubNub will use commercially reasonable efforts to provide support during the periods set forth above for the applicable level of support, which will consist of:
Description of Support Services. 3.1 The Support Services will only be provided during the Support Hours. The Company does not have to provide any Support Services outside Support Hours unless it agrees otherwise in writing. Support Services supplied outside Support Hours may be charged for on a time and materials basis. Use of the helpdesk, and reports of suspected or actual Errors may only be made to the Company by the Customer Representative.
Description of Support Services. System Innovators Standard Support Request Flow Start YES End YES Resolved? Resolved Client contacts support team with request NO YES NO Investigates question or issue Provides response? NO Updates case and assigns to L2 queue YES Reviews case and investigates further Provides response? NO Updates case and assigns to L3 queue Provides resolution? YES Update case and assign to L2 Defect or New Functionality ? DEFECT TFS Bug Update case and TFS Change assign to L2 Request NO NEW FUNCTIONALITY Reviews case and investigates further Opens case Xxxxx 0 Xxxxxxx Xxxxx 0 Xxxxxxx Xxxxx 1 Support Client
Description of Support Services. The Support Service consists of: • Our skilled technical support engineers will assist Licensee with problem analysis, trouble-shooting and remedial action with respect to technical issues related to the Product. Availability: Support Services are available with respect to all Licensees who have paid the annual support and subscription fee. Support Services coverage is normally available only for the two most recently issued major updates of the Product. If You are using a previously issued major update of the Product no longer supported by CKT and CKT encounters a problem that has been corrected in the most recently issued major update of the Product, you will be required to upgrade to the newer major update of the Product to solve the problem. Hours: Support Services are available during normal business hours Monday through Friday, 8:00 a.m. to 6:00 p.m. (USA Eastern Time), except public holidays. After House Emergency Support Services can be arranged for critical issues such as “filtering down” or “network down” or network severely impacted” by contacting your local CKT representative, an additional premium support service charge may be applicable. Emergency Support will not cover general policy configuration, installation, minor faults or any other noncritical support items and or issues. Requests for assistance are routed to a senior level technician through our forwarding service. Severity To help insure the best timely and professional support is made available to all our customers, support requests are classified according the following scale: • Critical – for situations requiring immediate attention, where filtering is down and/or the network performance is severely impacted. • High – for situations requiring urgent remediation as filtering operations and/or network performance has been impacted, but the network/filtering service is still operational. • Medium – for situations that require a resolution but filtering and network operation is not severely effected. • Low – for normal issues relating to system configuration, policy configuration, installation or other general support issues. Support is made available on a best efforts basis with the following response targets:- • Critical – CKT support staff will respond as soon as possible with a target maximum response time of within 2 normal business hours. • High – CKT support staff with respond as soon as possible within normal business hours with a maximum target of delivering a response within...
Description of Support Services. Commencing on the date set forth in the applicable Schedule, Lyniate will provide Customer with Support Services under Lyniate’s Support Services policies in effect on the date such Services are ordered for the fees specified in the applicable Schedule. A current copy of Lyniate’s Support Services policies as of the Effective Date is attached as an Exhibit (“Description of Support Services”). Lyniate may change this Exhibit on written notice (which may include posting the changed Exhibit in Lyniate’s support portal) if the proposed changes provide for standards of service that are at least as beneficial to Customer as those provided in the then-current Exhibit. Support Services for Software licenses purchased subsequent to Customer’s initial purchase will be co-terminated with Support Services applicable to the licenses initially purchased by Customer. All maintenance and support solutions, including Updates, constitute Software and are subject to this Agreement. If Customer purchases Support Services, Customer must purchase Support Services for all quantities of the Software products that it has licensed. Each license grant is incremental to all prior license grants and consequently each grant is subject to additional Support Services.
Description of Support Services. Support Services are described in the then-current Liquidware Customer Support Policy located at xxxx://xxx.xxxxxxxxxx.xxx/content/pdf/documents/support/Liquidware-Customer-Support-Policy.pdf, which is subject to change at the discretion of Liquidware.
Description of Support Services. Waypoint Global LLC will provide support 9 hours a day, 5 days a week for “Sev 1” (Severity 1) system down issues, “Sev 2” (Severity 2) and “Sev 3” (Severity 3) issues. WPG provides support during the standard hours of the WPG Customer Support Call Center. • 8:00 AM to 5:00 PM Eastern Standard Time (EST) • Support after hours may be billed on an hourly rate with a 2 hour minimum. • For service options, after hours rates or training fees, please contact Waypoint Global Customer Service Department at 844-827-8254 ext. 3, 317-268-3959 ext. 3 or xxxx@xxxxxxxxxxxxxx.xxx. WPG will provide support services for the then-current and supported earlier versions of the Software only. Support Services shall consist of the following: (i) provide Software support via telephone, or E-mail, during the hours/days listed above; (ii) use commercially reasonable measures to ensure that the Software conforms in all material respects to the Documentation in effect from time to time, including modifying the Documentation; and (iii) delivery of all Updates of the Software upon request by the Customer. Updates, in the form of Major, Minor, Resolution, or Patch releases, may incorporate (i) corrections of any “Sev 1” (Severity 1), “Sev 2” (Severity 2) priority defects, (ii) fixes of any Sev 3 (Severity 3) priority defects, and (iii) any planned functional enhancements to the appropriate software or modules purchased by the Customer. WPG shall have no obligation to (i) install Updates without entering into a separate Statement of Work, (ii) support Software that has been altered, damaged, or modified by Customer, (iii) fix errors caused by Customer’s negligence, hardware malfunction, or other causes beyond the reasonable control of WPG, (iv) support Software installed in a hardware or operating environment not supported by WPG, (v) correct any defects in software customized for the Customer by WPG if the warranty period (if applicable) for defect resolution has expired without entering into a maintenance agreement for custom software or separate statement of work under a Master Services Agreement, (vi) provide on-site support or training, (vii) provide training or answer training- related/”how to” questions without entering into a separate statement of work under a Master Services Agreement, (viii) support hardware, operating system or database-related administration and/or performance tuning issues, (ix) support third-party applications not provided by WPG, (x) server to server migr...
Description of Support Services. 1.1 Support hours Global Health will provide Support Services between the hours of 0830 (8:30 am) local time and 1700 (5:00pm) local time on normal business days in the State where the service is to be delivered. Such support will only be provided if the Customer has paid Global Health the License Fees defined in the Software Licence Agreement (the standard level of support is defined in Schedule A). Outside of normal business hours, Global Health can still provide support, however this is not covered by standard License Fees and will incur an extra charge (NB: the relevant charges are set out in Schedule B). Examples of after hours support are scheduled maintenance requested by the Customer or a fault that the Customer deems critical enough to have attended to outside normal business hours. Provided the charges set out in Schedule B have been paid by the Customer, then Global Health will maintain on on‐call roster for after hours support. The contact method for such after hours support is to page the following number: Mobile Telephone: TBA
Description of Support Services. Confluent shall provide the support and maintenance services set forth in the maintenance and support terms, corresponding to support level specified in your Order: Platinum: xxxxx://xxx.xxxxxxxxx.xx/maintenance-and-support-services-terms- pla/ Gold: xxxxx://xxx.xxxxxxxxx.xx/maintenance-and-support-services-terms-gol/
