IT Support Services Clause Samples
The IT Support Services clause defines the obligations and scope of technical assistance provided by one party to another, typically relating to computer systems, software, or networks. This clause outlines the types of support available, such as help desk access, troubleshooting, maintenance, and response times for resolving issues. Its core function is to ensure that the recipient has reliable access to technical help, minimizing downtime and clarifying expectations for both parties regarding the level and timeliness of support.
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IT Support Services. (a) General Obligation. Schedule 15.2(a), attached hereto and ------------------ ---------------- incorporated herein by reference, contains a description of the interim support services to be provided by GWI for Supplier after the Effective Time (the "IT Support Services"). GWI agrees to respond to requests for IT Support Services in a prompt and timely manner, and to use reasonable efforts to make available (at the Facility in the event of a critical system failure affecting Product delivery that is not resolved via phone or e-mail) in response to such requests the current GWI employee who has particular knowledge of the subject matter of such request. Supplier shall reimburse GWI for reasonable travel expenses incurred in connection with visits to the Facility to provide IT Support Services. In the event of any conflict between the terms of Schedule 15.2(a) and the terms of this Article XV, the ---------------- terms of this Article XV shall control.
IT Support Services. If the Contracting Party discovers a technical issue and/or problem with FIPS, the Online Services, or requires IT support of any kind in relation to the User Access or would like further information and/or advice in relation to the Use Rights, the Contracting Party shall, as soon as is reasonably practicable, inform SDS via the online help form available through the Training Provider pages of the SDS website at ▇▇▇▇▇://▇▇▇.▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇.▇▇/for-training-providers/fips-funding-information-and-processing- system/fips-customer-support-request-form.
IT Support Services. As a part of the Transition Services, Chevron will provide IT services more specifically described in Exhibit A – Transition Services (“IT Services”). In addition, the IT Services will include (a) onsite IT support provided by one dedicated IT support services professional and (b) audiovisual support services provided by the dedicated IT support service professional. As a prerequisite for Chevron providing IT Services to the ▇▇▇▇ Family Office, the ▇▇▇▇ Family Office shall (1) execute and deliver forms or instruments which enable Chevron to provide the IT Services including the forms and other instruments listed in Exhibit E - IT Services Requirements or as requested by Chevron at a later date, and (2) comply with all expectations and obligations for IT systems use and cybersecurity practices set forth in Exhibit A – Transition Services or Exhibit E – IT Services Requirements. Chevron’s continued provision of the IT Services is subject to the ▇▇▇▇ Family Office’s ongoing adherence to the requirements in this Agreement, Exhibit A – Transition Services, and Exhibit E – IT Services Requirements.
IT Support Services. IT Support Services includes helpdesk support. We will respond to problems telephoned or emailed to our helpdesk which is available during our normal working hours (which are 8am to 6pm Monday to Thursday and 8am to 5:30pm Friday and exclude public holidays).
IT Support Services. ⮚ Anglian have committed to provide the facilities and resources necessary to provide Consortium members with a free shared website facility that delivers instant access to:- • all standard agreement documentation (inc. this Service Level Agreement and all supporting documentation, as detailed in the list of Appendices, including):-
o a supplier’s Service Information Booklet; o detailed product (& installation) price lists; o organisational charts (organograms); o process flow chart(s). • turnover/sales data (by client/by contractor); • performance data (by client/by contractor); • with individual password protected secure areas for client specific data; • individual password protected client sites with client specific management & KPI data etc; • the (password protected) Anglian extranet service which provides clients with access to:- * quotations; * priced design layouts (and other relevant details); * the status of each order (inc. programmed/agreed delivery dates), and * invoices. all of which is updated within half an hour of any processing having been undertaken on Anglian’s main system. ⮚ Anglian shall retain a ‘Webmaster’ (▇▇▇▇▇ ▇▇▇▇▇▇) who shall be responsible for:- o being familiar with the website’s requirements/objectives; o promoting proactive support; o co-ordinating the input of Anglian’s Marketing and IT departments; o evaluating and challenging the style and content of the website (inc. documents) to ensure it:- * is correct; * is up-to-date; * is consistent; * provides the support necessary to retain existing clients; * maximises it’s contribution as a marketing tool for securing new business; * is regularly reviewed and improved over time to maintain relevance.
IT Support Services. As regards the IT Support Services to be provided to the Group by members of the NWD Group pursuant to the NWD Master Services Agreement: • The fees payable by the Group will be determined based on arm’s length negotiations between the service provider and the service recipient, taking into account factors including the number of users, types of functions and the replacement costs of the relevant IT systems or software, and where comparables are available for the type of service concerned, they would also be taken into account when the service charges are determined. • Administration and support department manager considers the above factors, and submits the proposal to the assistant general manager (human capital and administration) and the general manager for approval.
IT Support Services. In the absence of a specific IT Services Support Agreement between ▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ and Customer, the terms of this Agreement shall apply to all IT Support Services. All related Services rates will be published online at ▇▇▇▇://▇▇▇▇▇▇▇▇▇.▇▇ and are hereby incorporated into this Agreement by reference. Where you request on-site support, we will attend the premises for that request at the arranged time. Once we have arrived on-site you must pay the fees for that visit, including the minimum charge. To cancel or stop a request you must advise ▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ at least two
IT Support Services. Provider shall arrange for the Provider Designee to provide, at the Company's request, IT support services. The Provider Designee shall provide such services up to a maximum Work Capacity of [...***...] FTE per month. Provider Designee: [...***...] * Service Termination Date: March 31, 2011 * Service Fee: [...***...] * Manufacturing and Engineering Support for Fermic Operations. Provider shall arrange for the Provider Designee to provide, at the Company's request, consultation services in connection with the Company's provision of manufacturing, technical and engineering service support to its Fermic operations. Engineering and design consulting services are only in support of on-going projects that have been previously started as of the Effective Date. Provider shall provide such services up to a maximum Work Capacity of [...***...] FTE per month through December 31, 2010; [...***...] FTE through March 31, 2011; [...***...] FTE through June 30, 2011. Provider Designees: Manufacturing support: [...***...] Engineering support: ▇▇▇▇▇▇ [...***...] Service Termination Date: June 30, 2011. Service Fee: [...***...] [...***...] [...***...] Bioinformatics Consulting Services At the Company's request, Provider shall provide such bioinformatics services as the Company shall specify. Supported systems shall include but are not limited to bioInformatics systems such as SciLect, ADAMAS, Symphony, Reporting Services, Speed Database, Automation Systems, Molinos Purifine Processing and the Shipping Request System. Provider shall provide such services (by employees designated from the Provider's Designee list below) up to the following limitations: Up to [...***...] FTE per month through September 30, 2010 Up to [...***...]FTE per month from October 1, 2010 through February 28, 2011 Provider Designee(s): [...***...] Service Termination Date: February 28, 2011 Service Fee: [...***...] Monthly Cost Charge: [...***...] SCHEDULE C
IT Support Services. 3.13.1 Service provider support, including administrator support, to be available for 24 months after final system commissioning. Support services shall be locally based in the Cape Town area and accessible seven days a week.
3.13.2 The system shall perform fault-free during the processing of date and date related data (including, but not limited to, calculating, comparing, and sequencing) by all hardware and software products which forms part of the system described herein, individually and in combination, upon installation.
3.13.3 The system shall provide a user-friendly human-machine interface for operators, which intuitively leads a user to the required functionality. Only the functionality allocated to the user based on his access level shall be presented to him as options for selection.
3.13.4 An on-line help facility, which provides the user with comprehensive context-sensitive help, shall be available to every user.
3.13.5 The system shall use the latest version of Windows Server Operating System as the Network Operating System (NOS), and the associated Windows Workstation as the client Operating System (OS).
3.13.6 The Service Provider i.e. contracting company shall supply a suitably qualified person to train and instruct operators, and all the relevant groups. This training shall enable them to successfully configure, maintain and operate all aspects of the system. This training shall be in the form of classroom training, preferably at the Eskom site.
3.13.7 Service Provider i.e. contracting company shall provide a software maintenance training to system maintenance and engineering personal. Typical items that shall be covered include system set up; fault diagnostics and repair; system recovery; environment variables; database structures; maintenance recovery; backing up etc.
3.13.8 All training should be formalised, and approved material should be provided to Eskom KNPS for archiving.
3.13.9 Access to the system should be done via multi-factor authentication where biometrics or some other form of verification mechanism can be utilised.
IT Support Services. 2.1 On request by you, we will provide curative support for the Equipment and associated hardware detailed in the Schedule such support to include investigation, testing and diagnosing of any reported fault and the carrying out of such repair, replacement and/or software updating as we may judge necessary to remedy the fault.
2.2 Support will be provided via telephone or remotely during Early Extended Hours or at the Equipment Location during Normal Support Hours.
2.3 The IT Support Service provided by us shall include all the costs of replacement of faulty parts, labour and travelling costs unless otherwise stated in the Schedule. All items considered by the original manufacturer as consumables shall be excluded from this service.
2.4 To facilitate the Service, we may at our absolute discretion, remove for repair any part or whole of the Equipment and replace it with equipment equivalent or superior to that removed, subject to availability. This equipment may be deemed to be a permanent replacement, in which case the equipment removed will become our property and the replacement equipment issued by us will become your property.
2.5 We will provide service patch/service pack updates, if provided free of charge by the software author, to overcome specified identified faults. This does not include regular service pack updates.
2.6 We will carry out preventive maintenance of the Equipment during Normal Support Hours where agreed with you and as specified in the Schedule. Preventive maintenance will only be undertaken by us where expressly specified in the Schedule.
2.7 We reserve the right to make additional charges based upon our current charging rates or price lists in respect of the following: -