Internet Email. Agency shall maintain a ticket system for the express purpose of requesting and tracking Contractor support. This ticket system shall be managed by Agency which tracks problem progress on an incident by incident basis in order to ensure a timely tum-around for Agency. The ticketing system will provide email notification capability and will be configured to notify the Contractor of any issue reported or updated in the ticketing system. Specific email address(es) will be provided to PEBC upon execution of this agreement. The URL for this ticketing system will be provided to selected vendor(s) upon execution of this agreement.
Internet Email. PROVIDER shall maintain an email address for the express purpose of providing contracted HTCondor support. This special email address shall be managed by “trouble ticket” software which tracks problem progress on an incident by incident basis in order to ensure a timely turn-around for the RECIPIENT.
Internet Email. PROVIDER shall maintain an email address for the express purpose of providing contracted HTCondor support. This special email address shall be managed by “trouble ticket” software which tracks problem progress on an incident by incident basis in order to ensure a timely turn-around for the RECIPIENT. Limitations on Hot-line support RECIPIENT agrees that its point of contact for maintenance and support of the SOFTWARE will be limited to two (2) designated employees of RECIPIENT at any one time, who will act as the support liaison between the PROVIDER and RECIPIENT, and that hotline support services for the SOFTWARE subject to this Maintenance Agreement will be available to RECIPIENT through electronic mail communication or by telephone. However, specifically for Support Policy #3: Application Development Support, up to eight (8) designated RECIPIENT developers who are sufficiently familiar with the application being supported may use hotline support services. Timeliness of Incident Resolution PROVIDER shall use reasonable effort to provide modifications or additions to correct errors in the SOFTWARE reported by RECIPIENT under the conditions described in Section 5, “RECIPIENT Support.” Upon receipt of notice of an error, PROVIDER will assign a priority level as determined by the RECIPIENT to the error according to the following criteria:
Internet Email. VENDOR shall maintain an email address for the express purpose of providing contracted Pharmacy Controller support. This email address shall be managed by Help Desk software which tracks problem progress on an incident by incident basis in order to ensure a timely turn-around for the CLIENT.
Internet Email. PROVIDER shall maintain an email address for the express purpose of providing contracted Condor support. This special email address shall be managed by “trouble ticket” software which tracks problem progress on an incident by incident basis in order to ensure a timely turn-around for the RECIPIENT. Limitations on Hot-line support RECIPIENT agrees that its point of contact for maintenance and support of the SOFTWAREwill be limited to two (2) designated employees of RECIPIENT at any one time, who will act as the support liaison between the PROVIDER and RECIPIENT, and that hotline support services for the SOFTWARE subject to this Maintenance Agreement will be available to RECIPIENT through electronic mail communication or by telephone. However, specifically for Support Policy #3: Application Development Support, up to eight (8) designated RECIPIENT developers who are sufficiently familiar with the application being supported may use hotline support services. Timeliness of Incident Resolution PROVIDER shall use reasonable effort to provide modifications or additions to correct errors in the SOFTWARE reported by RECIPIENT under the conditions described in Section 5, “RECIPIENT Support.” Upon receipt of notice of an error, PROVIDER will assign a priority level as determined by the RECIPIENT to the error according to the following criteria: Priority A – An error that results in the SOFTWARE being substantially or completely nonfunctional or inoperative. Priority B – An error that results in the SOFTWARE operating or performing other than as represented in the Documentation, but which does not have a material adverse impact on the performance of the SOFTWARE. PROVIDER will make reasonable efforts to correct the error or provide a work-around solution for each priority level and, if a work-around is the immediate solution, will make reasonable efforts to provide a final resolution of the error. Reasonable effort will be made to respond to the incident within the following time frames after receiving notice and sufficient information and support from the RECIPIENT:
Internet Email. EJ shall maintain an email address for the express purpose of providing contracted support. (xxxxxxx@xxxxxxxxx.xxx) New Releases EJ shall be responsible for providing technical support and correcting errors for the most recent release of the Program provided to The Client. Fee Assessment See Web Access License Agreement. Commencement Date: The date on which services under this Support Agreement shall begin at the acceptance date. The Initial Term and Renewal Term of this Support Agreement shall be: Initial Term: 12 months. Renewal Term: 12 months. EMPRESAS JOFCO, INC. (“EJ”) WEB ACCESS LICENSE AGREEMENT (WALA)
Internet Email. PROVIDER shall maintain an email address for the express purpose of providing contracted Condor support. This special email address shall be managed by “trouble ticket” software which tracks problem progress on an incident by incident basis in order to ensure a timely turn-around for the RECIPIENT. Limitations on Hot-line support RECIPIENT agrees that its point of contact for maintenance and support of the SOFTWAREwill be limited to two (2) designated employees of RECIPIENT at any one time, who will act as the support liaison between the PROVIDER and RECIPIENT, and that hotline support services for the SOFTWARE subject to this Maintenance Agreement will be available to RECIPIENT through electronic mail communication or by telephone. However, specifically for Support Policy #3: Application Development Support, up to eight (8) designated RECIPIENT developers who are sufficiently familiar with the application being supported may use hotline support services.
