Help Desk/Support Services. The CP will handle initial problem solving and troubleshooting at the HIO level. For issues related to connection to or Use of the P3N, PA eHealth will provide support services 24 x 7 x 365. For issues related to connection to or use of the PHG, PA eHealth will provide support services from 6:00 a.m. – 6:00 p.m. on business days. Service Level Agreements (SLAs). SLAs exist between the PA eHealth and its technology vendors. These SLAs are designed to ensure the P3N and PHG Services are available to CPs, and cover areas such as network availability, response time, Data availability, Service restoration, continuous monitoring, help desk metrics, and maintenance windows.
Help Desk/Support Services. The CP will handle initial problem solving and troubleshooting at the HIO level. For issues related to connection to or Use of the P3N, PA eHealth will provide support services 24 x 7 x 365. For issues related to connection to or use of the PHG, PA eHealth will provide support services from 6:00 a.m. – 6:00 p.m. on business days.
Help Desk/Support Services. The cost of each Customer's initial year of Support service for copies of the Products distributed hereunder is included in the fees payable by CA to Supplier as set out in Section 1 of this Exhibit B. All CA revenues from the initial year of Product Support service sold with each Product license will be considered to be part of "Net Revenue." Additional years of Support service must be contracted by Customers directly with Supplier. Supplier shall retain all Support revenues from services contracted directly between Supplier and any Customer of the Products, including all Support renewals, after the initial year. Help Desk inquiries received by Supplier that relate to the CA Software or other CA Year 2000 product offerings will be referred by Supplier to CA. To the extent required by Supplier's Support agreement with each Customer, Supplier shall (a) correct any reported errors in the Products which cause them not to comply with the then current version of its user documentation, and, prior to such correction, Supplier shall provide work-arounds to minimize the effects of any Errors until a fix can be provided; and (b) periodically enhance and update each of the Products to ensure that the Products supplied to CA will include all new releases and functionality made available to Supplier's other customers of such Product, and all modifications necessary to support new versions of the hardware and software operating environments in which the Products are designed to operate.
Help Desk/Support Services. The CP will handle initial problem solving and troubleshooting at the HIO level. For issues related to connection to or Use of the P3N, PA eHealth will provide support services 24 x 7 x 365. Service Level Agreements (SLAs). SLAs exist between the PA eHealth and its technology vendors. These SLAs are designed to ensure the P3N Services are available to CPs, and cover areas such as network availability, response time, Data availability, Service restoration, continuous monitoring, help desk metrics, and maintenance windows.
Help Desk/Support Services. Consists of dedication of equivalent of one full-time ICE employee to: • Providing initial training to CCX’s personnel and CCX customers on the use of the Proposed Platform; • Maintaining a technical help desk beginning one hour prior to the open of North American trading for CCX Contracts until one hour after the close of North American trading for CCX Contracts daily (except Saturdays, Sundays and holidays) which will provide reasonable assistance to CCX customers; and • Maintaining a technical help desk between the hours of beginning one hour prior to the open of North American trading for CCX Contracts until one hour after the close of North American trading for CCX Contracts daily (except Saturdays, Sundays and holidays) and which will provide reasonable assistance to CCX’s personnel, including technical support for market supervision, trade resolution support and management of the error account. EXHIBIT C
