Managed Services Support. 12.1 Help and assistance is provided for any issue that materially degrades the performance of the Managed Services being provided under this Agreement (“Service Affecting Issue”) via the instructions published on Our website from time to time. 12.2 Assistance for non-Service Affecting Issues is only provided without fee if included in the Proposal. 12.3 Where urgent support or support outside of normal office hours, as shown on our website from time to time or available on request, is requested, we reserve the right to ▇▇▇▇ for this work at our higher rate of up to 2x our standard published hourly rate, as available on our website from time to time, or on request.
Appears in 2 contracts