{"component": "clause", "props": {"groups": [{"snippet": "The Provider will set up a customer service hotline available Monday through Friday, 9 AM to 5 PM, Eastern Standard Time. The hotline will process the Customer's inquiries regarding the technical requirements and conditions for use of the telecommunications Services offered, as well as specific functional aspects. The hotline will not provide Services in connection with the use of non-approved environments (particularly uncommon PCs, operating systems and internet browsers). Acceptance and Processing of Inquiries In making inquiries to the hotline, the Customer will make use of forms made available by the Provider, if any. The hotline accepts such inquiries by e-mail during the Provider's normal business hours. Those are Monday through Friday, 9 AM to 5 PM, Eastern Standard Time. The Customer has no claim to process of his or her inquiry by the Provider within a certain period of time. The hotline will assess proper inquiries in the course of ordinary business and answer them to the extent possible. The hotline may answer inquiries by referring to the documentation available to the Customer and other educational material, particularly the online help and \"FAQ\u201c (list of frequently asked questions on the website of Phonesty).", "snippet_links": [{"key": "customer-service-hotline", "type": "clause", "offset": [27, 51]}, {"key": "monday-through-friday", "type": "clause", "offset": [62, 83]}, {"key": "eastern-standard-time", "type": "definition", "offset": [99, 120]}, {"key": "conditions-for-use", "type": "definition", "offset": [213, 231]}, {"key": "services-offered", "type": "clause", "offset": [258, 274]}, {"key": "provide-services", "type": "definition", "offset": [337, 353]}, {"key": "in-connection-with", "type": "clause", "offset": [354, 372]}, {"key": "use-of-non", "type": "clause", "offset": [377, 387]}, {"key": "operating-systems", "type": "clause", "offset": [438, 455]}, {"key": "internet-browsers", "type": "clause", "offset": [460, 477]}, {"key": "the-customer-will", "type": "clause", "offset": [555, 572]}, {"key": "use-of-forms", "type": "clause", "offset": [578, 590]}, {"key": "by-the-provider", "type": "clause", "offset": [606, 621]}, {"key": "normal-business-hours", "type": "definition", "offset": [698, 719]}, {"key": "no-claim", "type": "definition", "offset": [808, 816]}, {"key": "period-of-time", "type": "clause", "offset": [883, 897]}, {"key": "in-the-course-of", "type": "definition", "offset": [940, 956]}, {"key": "ordinary-business", "type": "clause", "offset": [957, 974]}, {"key": "to-the-extent", "type": "clause", "offset": [991, 1004]}, {"key": "referring-to", "type": "definition", "offset": [1051, 1063]}, {"key": "available-to", "type": "definition", "offset": [1082, 1094]}, {"key": "educational-material", "type": "clause", "offset": [1118, 1138]}, {"key": "online-help", "type": "definition", "offset": [1157, 1168]}, {"key": "frequently-asked-questions", "type": "clause", "offset": [1188, 1214]}, {"key": "the-website", "type": "clause", "offset": [1218, 1229]}], "samples": [{"hash": "c2fKfhVv703", "uri": "/contracts/c2fKfhVv703#hotline", "label": "General Terms and Conditions", "score": 28.4476712202, "published": true}, {"hash": "35T9oBJyhKr", "uri": "/contracts/35T9oBJyhKr#hotline", "label": "General Terms and Conditions", "score": 21.5831622177, "published": true}], "size": 2, "hash": "ef588c362b643d3b69ea7a7d76d918e1", "id": 5}, {"snippet": "The Association shall operate a manned information telephone service with a \u2587\u2587\u2587\u2587\u2587 line available throughout the Municipality during its regular business hours.", "snippet_links": [{"key": "the-association", "type": "clause", "offset": [0, 15]}, {"key": "telephone-service", "type": "definition", "offset": [51, 68]}, {"key": "a-\u2587", "type": "clause", "offset": [74, 77]}, {"key": "the-municipality", "type": "definition", "offset": [108, 124]}, {"key": "regular-business-hours", "type": "definition", "offset": [136, 158]}], "samples": [{"hash": "ik3T0219ite", "uri": "/contracts/ik3T0219ite#hotline", "label": "Co Collection Agreement", "score": 29.162830124, "published": true}, {"hash": "dBYxBenwkWO", "uri": "/contracts/dBYxBenwkWO#hotline", "label": "Co Collection Agreement", "score": 26.0773442847, "published": true}, {"hash": "cdmmXZIPorX", "uri": "/contracts/cdmmXZIPorX#hotline", "label": "Co Collection Agreement", "score": 26.0595482546, "published": true}], "size": 3, "hash": "69bd3e17eaea4517423f5a08a3ac1ac2", "id": 3}, {"snippet": "The Supplier shall provide a Danish hotline support for the system for 2 (two) years after Delivery. The hotline shall include: - Danish mail and/or phone support between 9 am to 15 pm GMT+1 on Working Days. - Receipt for inquiry within 1 (one) hour. - Response to inquiry within 48 (forty eight) hours of the receipt. The Supplier also shall provide a Danish hyper care hotline support for the system for 3 (three) months after Delivery. The hyper care hotline shall include: - Danish mail and/or phone support between 9 am to 15 pm GMT+1 on Working Days. - Receipt for inquiry within \u00bd (half) an hour. - Response to inquiry within 4 (four) hours of the receipt.", "snippet_links": [{"key": "the-supplier-shall", "type": "clause", "offset": [0, 18]}, {"key": "provide-a", "type": "definition", "offset": [19, 28]}, {"key": "hotline-support", "type": "definition", "offset": [36, 51]}, {"key": "the-system", "type": "definition", "offset": [56, 66]}, {"key": "after-delivery", "type": "clause", "offset": [85, 99]}, {"key": "phone-support", "type": "definition", "offset": [149, 162]}, {"key": "working-days", "type": "clause", "offset": [194, 206]}, {"key": "hours-of", "type": "clause", "offset": [297, 305]}], "samples": [{"hash": "5wh6eau7ZiY", "uri": "/contracts/5wh6eau7ZiY#hotline", "label": "Acquisition Contract", "score": 24.6153319644, "published": true}, {"hash": "4Oh4VmWSOg0", "uri": "/contracts/4Oh4VmWSOg0#hotline", "label": "Acquisition Contract", "score": 24.4332648871, "published": true}], "size": 2, "hash": "19a39a6af4bb7521abc3693ab08ce232", "id": 7}, {"snippet": "Vendor shall provide Blue Coat with two telephone numbers, one of which will be answered twenty-four (24) hours a day, seven (7) days a week by Vendor\u2019s highly qualified technical support personnel (xxx-xxx-xxxx and xxx-xxx-xxxx). Vendor shall also provide Blue Coat with an email address for reporting all issues (\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587.\u2587\u2587\u2587). When Blue Coat emails or phones in an issue to Vendor, Vendor shall open a support case immediately and respond within thirty (30) minutes with a case tracking ticket number assigned to such issue for tracking purposes. Vendor shall input any such support case into Vendor\u2019s own internal problem reporting systems. Vendor shall use diligent commercial efforts to resolve all issues as soon as commercially practicable.", "snippet_links": [{"key": "vendor-shall-provide", "type": "clause", "offset": [0, 20]}, {"key": "telephone-numbers", "type": "clause", "offset": [40, 57]}, {"key": "a-day", "type": "definition", "offset": [112, 117]}, {"key": "a-week", "type": "definition", "offset": [134, 140]}, {"key": "by-vendor", "type": "clause", "offset": [141, 150]}, {"key": "highly-qualified", "type": "clause", "offset": [153, 169]}, {"key": "technical-support-personnel", "type": "clause", "offset": [170, 197]}, {"key": "email-address", "type": "definition", "offset": [275, 288]}, {"key": "all-issues", "type": "definition", "offset": [303, 313]}, {"key": "issue-to", "type": "definition", "offset": [369, 377]}, {"key": "support-case", "type": "definition", "offset": [406, 418]}, {"key": "within-thirty", "type": "clause", "offset": [443, 456]}, {"key": "case-tracking", "type": "definition", "offset": [477, 490]}, {"key": "ticket-number", "type": "definition", "offset": [491, 504]}, {"key": "reporting-systems", "type": "clause", "offset": [627, 644]}, {"key": "commercial-efforts", "type": "definition", "offset": [672, 690]}], "samples": [{"hash": "jPpPo5G1CnG", "uri": "/contracts/jPpPo5G1CnG#hotline", "label": "Design & Manufacturing Services Agreement", "score": 31.340862423, "published": true}, {"hash": "j9r7K2q0Q3O", "uri": "/contracts/j9r7K2q0Q3O#hotline", "label": "Design & Manufacturing Services Agreement (Blue Coat Systems Inc)", "score": 21.0, "published": true}], "size": 3, "hash": "607437ba5774b5f0d0f8b3689a6c353f", "id": 4}, {"snippet": "The HOTLINE number is 1-800- 424-9071 and calls will be answered from 8:00 A.M. to 5:00 P.M. EST, Monday thru Friday. This HOTLINE is under the direction of the U.S.D.O.T.'s Inspector General. All information will be treated confidentially and the caller's anonymity will be respected. NEW YORK STATE INSPECTOR GENERAL \u2587\u2587\u2587\u2587\u2587\u2587\u2587. Reports of New York State Governmental Misconduct may be made in strict confidence to the New York State Inspector General on the Toll Free Statewide HOTLINE or by writing to the Office of the Inspector General. The Toll Free Statewide HOTLINE telephone number is \u2587-\u2587\u2587\u2587-\u2587\u2587\u2587-\u2587\u2587\u2587\u2587 and calls will be answered between 8:00 A.M. and 4:30 P.M., Monday through Friday. The address of the Office of the State Inspector General is the State Capitol, Executive Chamber, Albany, New York 12224. GOALS FOR MINORITY PARTICIPATION IN THE CONSTRUCTION INDUSTRY Albany 3.2 Herkimer 2.1 Richmond * Allegany 6.3 Jefferson 2.5 Rockland 22.6 Broome 1.1 Kings * St. \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587 2.5 Bronx * \u2587\u2587\u2587\u2587\u2587 2.5 Saratoga 3.2 Cattaraugus 6.3 \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587 5.3 Schenectady 3.2 Cayuga 2.5 Madison 3.8 Schoharie 2.6 Chautauqua 6.3 Monroe 5.3 \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587 1.2 Chemung 2.2 \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587 3.2 Seneca 5.9 Chenango 1.2 Nassau 5.8 Steuben 1.2 \u2587\u2587\u2587\u2587\u2587\u2587\u2587 2.6 New York * Suffolk 5.8 Columbia 2.6 Niagara 7.7 \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587 17.0 Cortland 2.5 Oneida 2.1 Tioga 1.1 Delaware 1.2 Onondaga 3.8 \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587 1.2 Dutchess 6.4 Ontario 5.3 Ulster 17.0 Erie 7.7 Orange 17.0 \u2587\u2587\u2587\u2587\u2587\u2587 2.6 Essex 2.6 Orleans 5.3 Washington 2.6 Franklin 2.5 Oswego 3.8 \u2587\u2587\u2587\u2587\u2587 5.3 \u2587\u2587\u2587\u2587\u2587\u2587 2.6 Otsego 1.2 Westchester 22.6 Genesee 5.9 \u2587\u2587\u2587\u2587\u2587\u2587 22.6 Wyoming 6.3 \u2587\u2587\u2587\u2587\u2587\u2587 2.6 Queens * \u2587\u2587\u2587\u2587\u2587 5.9 \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587 2.6 Rensselaer 3.2 * The following goal ranges are applicable to the indicated Electricians 9.0 to 10.2 Carpenters. 27.6 to 32.0 Steam Filters. 2.2 to 13.5 Metal \u2587\u2587\u2587\u2587\u2587\u2587\u2587. 26.0 to 28.6 Operating Engineers 25.6 to 26.0 Plumbers 12.0 to 14.5 Iron Workers (Structural). 25.9 to 32.0 Elevator Constructors 5.5 to 6.5 Bricklayers 13.4 to 15.5 Asbestos Workers 22.8 to 28.0 Roofers 6.3 to 7.5 Iron Workers (Ornamental). 22.4 to 23.0 Cement Masons 23.0 to 27.0 Glaziers 16.0 to 20.0 Plasterers 15.8 to 18.0 Teamsters 22.0 to 22.5 Boilermakers 13.0 to 15.5 All Others 16.4 to 17.5", "snippet_links": [{"key": "number-is-1", "type": "clause", "offset": [12, 23]}, {"key": "monday-thru-friday", "type": "clause", "offset": [98, 116]}, {"key": "under-the-direction-of", "type": "definition", "offset": [134, 156]}, {"key": "all-information", "type": "clause", "offset": [193, 208]}, {"key": "state-inspector", "type": "definition", "offset": [295, 310]}, {"key": "general-\u2587", "type": "clause", "offset": [311, 320]}, {"key": "of-new-york", "type": "definition", "offset": [336, 347]}, {"key": "strict-confidence", "type": "clause", "offset": [393, 410]}, {"key": "toll-free", "type": "definition", "offset": [458, 467]}, {"key": "office-of-the-inspector-general", "type": "clause", "offset": [507, 538]}, {"key": "telephone-number", "type": "clause", "offset": [572, 588]}, {"key": "monday-through-friday", "type": "clause", "offset": [667, 688]}, {"key": "the-state", "type": "clause", "offset": [719, 728]}, {"key": "state-capitol", "type": "definition", "offset": [754, 767]}, {"key": "minority-participation", "type": "clause", "offset": [822, 844]}, {"key": "construction-industry", "type": "definition", "offset": [852, 873]}, {"key": "applicable-to", "type": "clause", "offset": [1666, 1679]}, {"key": "operating-engineers", "type": "clause", "offset": [1799, 1818]}, {"key": "cement-masons", "type": "clause", "offset": [2041, 2054]}], "samples": [{"hash": "lWiZMpZUHAa", "uri": "/contracts/lWiZMpZUHAa#hotline", "label": "Supply and Service Agreement", "score": 26.1704312115, "published": true}, {"hash": "gBSQDrf9gT9", "uri": "/contracts/gBSQDrf9gT9#hotline", "label": "Construction Contract", "score": 24.1704312115, "published": true}, {"hash": "TTmcDUdK0k", "uri": "/contracts/TTmcDUdK0k#hotline", "label": "Construction Contract", "score": 24.1704312115, "published": true}], "size": 5, "hash": "2a625f7bc358d67ca8d2fe987716246d", "id": 1}, {"snippet": "A web-based hotline shall be maintained on a twenty-four (24) hour basis to provide employees with knowledge of bargaining unit vacancies. Information shall be updated on a daily basis and shall include a description of the position or job title, cost center, and name of the appropriate contact person. The notice shall remain on the hotline for a minimum of three (3) days.", "snippet_links": [{"key": "to-provide", "type": "definition", "offset": [73, 83]}, {"key": "employees-with", "type": "clause", "offset": [84, 98]}, {"key": "knowledge-of", "type": "clause", "offset": [99, 111]}, {"key": "bargaining-unit-vacancies", "type": "clause", "offset": [112, 137]}, {"key": "daily-basis", "type": "definition", "offset": [173, 184]}, {"key": "description-of-the-position", "type": "clause", "offset": [205, 232]}, {"key": "job-title", "type": "definition", "offset": [236, 245]}, {"key": "cost-center", "type": "definition", "offset": [247, 258]}, {"key": "contact-person", "type": "clause", "offset": [288, 302]}, {"key": "the-notice", "type": "clause", "offset": [304, 314]}], "samples": [{"hash": "bPj6FfEnBPS", "uri": "/contracts/bPj6FfEnBPS#hotline", "label": "Official Agreement", "score": 25.5420944559, "published": true}, {"hash": "8V9If7s94mg", "uri": "/contracts/8V9If7s94mg#hotline", "label": "Collective Bargaining Agreement", "score": 25.0752908966, "published": true}], "size": 4, "hash": "80cc6a3019c916194d7481d3c98e0383", "id": 2}, {"snippet": "a) nexxtsoft shall provide short consultation services by telephone in the case of defects, application errors, malfunctions or other difficulties related to the operation of the serviced programs. Consultation services shall be provided from Monday to Thursday from 09:00-12:30 and 13:00-16:30 and on Friday from 08:30- 12:30 and 13:00-14:30. The hotline services will not be provided on Saturdays, Sundays or on German public holidays (the German public holidays of the Federal State of Hamburg will apply.) Please note that the time zone of Berlin, Germany is applicable.\nb) Consultation in the sense of this stipulation is defined as any problem-relevant answer to the description of a customer\u2019s software technical problem related to the serviced programs.\nc) The clarification of contextual and organizational questions. Further, instructions regarding the functionalities of the software are not subject of the hotline services. Before consulting the hotline, the customer must attempt to solve the problem with a reasonable scope himself. He must thereby consult the user documentation and the help function of the software.", "snippet_links": [{"key": "consultation-services", "type": "definition", "offset": [33, 54]}, {"key": "by-telephone", "type": "definition", "offset": [55, 67]}, {"key": "in-the-case", "type": "clause", "offset": [68, 79]}, {"key": "application-errors", "type": "definition", "offset": [92, 110]}, {"key": "related-to", "type": "clause", "offset": [147, 157]}, {"key": "operation-of-the", "type": "clause", "offset": [162, 178]}, {"key": "monday-to-thursday", "type": "clause", "offset": [243, 261]}, {"key": "public-holidays", "type": "definition", "offset": [421, 436]}, {"key": "state-of", "type": "definition", "offset": [480, 488]}, {"key": "please-note-that-the", "type": "definition", "offset": [510, 530]}, {"key": "time-zone", "type": "clause", "offset": [531, 540]}, {"key": "description-of", "type": "definition", "offset": [673, 687]}, {"key": "technical-problem", "type": "definition", "offset": [710, 727]}, {"key": "clarification-of", "type": "clause", "offset": [769, 785]}, {"key": "the-software", "type": "clause", "offset": [882, 894]}, {"key": "subject-of-the", "type": "clause", "offset": [903, 917]}, {"key": "the-customer-must", "type": "clause", "offset": [967, 984]}, {"key": "the-problem", "type": "clause", "offset": [1002, 1013]}, {"key": "reasonable-scope", "type": "definition", "offset": [1021, 1037]}, {"key": "user-documentation", "type": "definition", "offset": [1075, 1093]}], "samples": [{"hash": "hRqt4IgwjgQ", "uri": "/contracts/hRqt4IgwjgQ#hotline", "label": "General Terms and License Agreement", "score": 28.2779544302, "published": true}, {"hash": "h8AnHD3K66C", "uri": "/contracts/h8AnHD3K66C#hotline", "label": "General Terms and License Agreement", "score": 18.8357289528, "published": true}], "size": 2, "hash": "2ca46d6ac2d6377134e4e79210774cb6", "id": 10}, {"snippet": "The Service Provider provides a Hotline to the Customer as part of its Maintenance services, solely for the purposes of reporting and diagnosis and instructions relating to Errors that might occur in connection with the T2i Programs, according to the conditions stipulated in Appendix 2.", "snippet_links": [{"key": "the-service-provider", "type": "definition", "offset": [0, 20]}, {"key": "the-customer", "type": "definition", "offset": [43, 55]}, {"key": "maintenance-services", "type": "definition", "offset": [71, 91]}, {"key": "for-the-purposes-of", "type": "clause", "offset": [100, 119]}, {"key": "relating-to", "type": "definition", "offset": [161, 172]}, {"key": "in-connection-with", "type": "clause", "offset": [197, 215]}, {"key": "according-to", "type": "definition", "offset": [234, 246]}, {"key": "the-conditions", "type": "clause", "offset": [247, 261]}, {"key": "appendix-2", "type": "clause", "offset": [276, 286]}], "samples": [{"hash": "cQS4nI13gnp", "uri": "/contracts/cQS4nI13gnp#hotline", "label": "Licensing Agreements", "score": 29.0187653433, "published": true}, {"hash": "fgkUO35xQsk", "uri": "/contracts/fgkUO35xQsk#hotline", "label": "Licensing Agreements", "score": 28.4028576378, "published": true}], "size": 2, "hash": "556df69ac4fd1b2f1c315c1b60697f82", "id": 6}, {"snippet": "In order to enable the respective Siemens Companies personnel (including the respective Siemens Companies' Field Services Engineers (\"", "snippet_links": [{"key": "in-order-to", "type": "clause", "offset": [0, 11]}, {"key": "field-services", "type": "clause", "offset": [107, 121]}], "samples": [{"hash": "kKmOjYapA4g", "uri": "/contracts/kKmOjYapA4g#hotline", "label": "Service Support Agreement (Imatron Inc)", "score": 16.0, "published": true}, {"hash": "5yLPfVsbrWJ", "uri": "/contracts/5yLPfVsbrWJ#hotline", "label": "Service Support Agreement (Imatron Inc)", "score": 16.0, "published": true}], "size": 2, "hash": "03349f76a619c1193b944183cf16a962", "id": 8}, {"snippet": "SunGard shall maintain a toll-free customer support telephone service, on a 24-hour-a-day, 7-day-a-week basis, which Customer may use as needed.", "snippet_links": [{"key": "customer-support", "type": "definition", "offset": [35, 51]}, {"key": "telephone-service", "type": "definition", "offset": [52, 69]}, {"key": "customer-may", "type": "clause", "offset": [117, 129]}, {"key": "as-needed", "type": "clause", "offset": [134, 143]}], "samples": [{"hash": "lM6SvrGKgPG", "uri": "/contracts/lM6SvrGKgPG#hotline", "label": "Master Agreement (Convio, Inc.)", "score": 19.0657084189, "published": true}, {"hash": "l3nQuWjAO8j", "uri": "/contracts/l3nQuWjAO8j#hotline", "label": "Master Agreement (Athenahealth Inc)", "score": 18.0, "published": true}], "size": 2, "hash": "32304643b359eee985c705bfccec8f68", "id": 9}], "next_curs": "ClASSmoVc35sYXdpbnNpZGVyY29udHJhY3RzciwLEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2IhBob3RsaW5lIzAwMDAwMDBhDKIBAmVuGAAgAA==", "clause": {"children": [["hotline-log", "Hotline Log"], ["general", "General"], ["communication", "Communication"], ["hotline-not-available", "Hotline not available"], ["mandatory-written-error-report", "Mandatory written error report"]], "title": "Hotline", "size": 44, "parents": [["employment-conditions", "Employment Conditions"], ["support-services", "Support Services"], ["contractor-responsibility-program", "Contractor Responsibility Program"], ["maintenance", "Maintenance"], ["final-provisions", "Final Provisions"]], "id": "hotline", "related": [["outreach", "Outreach", "Outreach"], ["bilingual-pay", "Bilingual Pay", "Bilingual Pay"], ["training-and-orientation", "Training and Orientation", "Training and Orientation"], ["orientation", "Orientation", "Orientation"], ["orientation-and-training", "Orientation and Training", "Orientation and Training"]], "related_snippets": [], "updated": "2025-07-07T12:37:53+00:00", "also_ask": ["What are the essential elements to include in a Hotline clause to ensure enforceability?", "How can a Hotline clause be strategically leveraged during dispute resolution or crisis management?", "What are the most common pitfalls or ambiguities in Hotline clauses that could undermine their effectiveness?", "How do Hotline clauses differ across jurisdictions or industry standards?", "What evidence is typically required in court to prove compliance or breach of a Hotline clause?"], "drafting_tip": "Specify hotline hours and response times to set clear expectations; define responsible parties to ensure accountability; outline escalation procedures to facilitate prompt issue resolution.", "explanation": "The Hotline clause establishes a dedicated communication channel for urgent or time-sensitive issues between the parties to an agreement. Typically, it specifies a phone number or contact method that is monitored at all times, ensuring that critical problems can be reported and addressed immediately. This clause is essential for facilitating rapid response and resolution, minimizing potential disruptions or damages by ensuring that urgent matters are promptly communicated and handled."}, "json": true, "cursor": ""}}