Hours of Support. The normal business hours for services under this agreement will be Monday – Friday 07.30 hours to 1800 hours. Twenty-Four Hour (24Hour) Help Desk will be provided Monday to Friday outside of normal business hours. Commercial in Confidence Page 10 May 2004 Network Management Outsourcing Agreement The Datec (PNG) LTD Deliverables
Hours of Support. Barring unforeseen interruptions or planned exceptions, access to all web-based online documentation and receipt of email support requests will usually be accepted 24 hours a day, 365 days a year. However, unless otherwise agreed in writing between the parties, the Licensor gives no guarantees as to such availability. Email support requests will only be dealt with during business hours (in the UK).
Hours of Support. The following table details the different Support Hours relating to the support hour defined on the Order Form (if not defined Bronze support, is provided as standard on N4MDM Services).
Hours of Support. The Vyopta Customer Success organization provides remote technical product support and operates from 7AM to 7PM US Central time, Monday through Friday (excluding normal business holidays) and is the primary point of contact for reporting a Vyopta issue. The Customer Success organization provides technical analysis, problem solving and diagnostics. After hours support is available at an additional cost. Contacting Support The Vyopta Customer Success organization can be reached as follows: Phone: +0 000 000 0000 Email: xxxxxxx@xxxxxx.xxx Response Times The following chart shows response time after initial assessment/assignment and creation of a ticket by the Customer Success organization: Priority Target Incident Response Time Target Resolution Plan Time High 4 business hours 8 business hours or less Medium 8 business hours 16 business hours or less Low 16 business hours 32 business hours or less Priority for incidents are classified as follows: High The entire system is “down” and inaccessible. Medium Operation of the system is severely degraded or major components of the system are inoperable and work cannot reasonably continue due to hardware or software failure. Low Errors that are non-disabling or cosmetic and clearly have no impact on normal operations (functional with a workaround). Target Incident Response Time is the elapsed time between ticket submission and acknowledgement from the Customer Success organization. Target Resolution Plan Time is the total time from ticket creation to formulation of a resolution plan to solve the incident. This resolution plan will detail the recommended steps to be taken and estimated time for resolution of the incident.
Hours of Support. Unless otherwise specified in the relevant Task Order, the Supplier shall provide support 24 hours per day, each day of the year. * Confidential treatment has been requested for portions of this agreement. The copy filed herewith omits the information subject to the confidentiality request. Omissions are designated as [*]. A complete version of this agreement has been filed separately with the Securities and Exchange Commission.
Hours of Support. Paradigm shall provide Support and Maintenance to ----------------- Evolve for the Licensed Software during hours of 6:00 a.m. to 5:00 p.m., pacific standard time, on weekdays, except up to ten (10) holidays per annum observed by Paradigm and provided to Evolve upon execution of this Agreement and at the commencement of each year thereafter in which Evolve has purchase Support and Maintenance services.
Hours of Support. Except as may be otherwise expressly set forth in the relevant Service Schedule or Statement of Work, the coverage parameters applicable to the Service(s) covered in the Agreement are as follows: • Telephone support: 9:00 A.M. to 5:30 P.M. Monday – Friday on Business Days • Email support: Monitored 9:00 A.M. to 5:30 P.M. Monday – Friday on Business Days Emails received outside of office hours will be collected, however no action can be guaranteed until the next Business Day • Work onsite to be agreed and planned with at least two (2) Business Days advance notice
Hours of Support. The following table details the standard contracted support hours depending on the service purchased. Service Level Support Hours Bronze Standard business hours support 9am to 5.30pm week days, excluding bank and national holidays Silver † Support hours between 7am and 7pm weekdays, excluding bank and national holidays Silver Plus † Support hours between 6am and 10pm 7-days a week, excluding bank and national holidays, excluding Christmas day, Boxing day and New Year’s day Gold † Support hours 24/7 7-days a week †Support out of Normal Business Hours is for P1 incidents only.
Hours of Support. The Provider shall endeavour to provide Support in accordance with this Schedule 1 for 24 (twenty four) hours a day in each English business day, subject to public holidays in England, Singapore and Texas. In the event of there being a public holiday in any one of these locations, then it is acknowledged that 24 (twenty four) hour Support may be disrupted within that jurisdiction during the course of the applicable public holiday.
Hours of Support. 0.0.0.XX Services will provide first-tier Help Desk support services.
