Gold Level. The Gold Service level provides the Customer with full coverage on all service parts and labor as well […***…] average on-site response time from Technical Support dispatch, hardware and software critical and non-critical updates, applications support, access to online training modules, and discounts on optional advanced training programs; provided that, Illumina’s technical support group is notified of the dispatch request prior to […***…]. The Gold Service Level also includes […***…].
Appears in 3 contracts
Samples: www.sec.gov, Service, and Support Agreement (Foundation Medicine, Inc.), Service, and Support Agreement (Foundation Medicine, Inc.)
Gold Level. The Gold Service level provides the Customer with full coverage on all service parts and labor as well […***…] as 5 x 24 e-mail support and 5 x 18 telephone support (instrument, applications, and bioinformatics). This service level also includes a two business day average on-site response time from Technical Support dispatch, hardware and software critical and non-critical updates, applications support, access to online training modules, and discounts on optional advanced training programs; provided that, Illumina’s technical support group is notified of the dispatch request prior to […***…]. The Gold Service Level also includes […***…].
Appears in 2 contracts
Samples: Service, and Support Agreement (Foundation Medicine, Inc.), Service, and Support Agreement (Foundation Medicine, Inc.)
