Management and Support Clause Samples
Management and Support. 2.1 Subject to the other terms of the contract, Synextra will use its reasonable endeavours to ensure that the Customer can contact it by telephone or e- mail:
2.1.1 at any time for any fault which renders the Services described in this Schedule 5 inoperative; and/or 2 1 2 during Normal Business Hours for all other faults.
2.2 Synextra responsibilities are as set out below Where the Customer does not have Root / Admin access: Where the Customer does have Root / Admin Access:
a. supplying, maintaining and monitoring the Server; a. supplying, maintaining and monitoring the Server;
b. monitoring the performance, capacity and availability of the Host Server; b. monitoring the performance, capacity and availability of the Host Server;
c. monitoring the CPU, RAM and storage utilisation of the Managed Virtual Server; c. monitoring the CPU, RAM and storage utilisation of the Managed Virtual Server;
d. setting up the Base Configuration of the Server, the Operating System and Synextra Provided Applications; d. setting up the Base Configuration of the Server, the Operating System and Synextra Provided Applications;
e. providing Proactive support to service issues; e. providing On-Demand support to customers support Requests
f. Proactively maintaining, updating and supporting the Operating System and Synextra Provided Applications, following the initial setup of the Managed Virtual Server f. providing On-Demand maintenance, updates and support for the Operating system and Synextra Provided Applications; following the initial setup of the Managed Virtual Server
g. backing-up Operating System settings, Synextra Provided Applications and file data as per the Back-up schedule detailed in Schedule 3; g. providing Best Efforts for Backing-up Operating System settings, Synextra Provided Applications and file data as per the Back-up schedule detailed in Schedule 3;
h. in the event of a Server fault not being repairable by Synextra, we will use our reasonable endeavours to restore h. in the event of a Server fault not being repairable by Synextra, we will use our the Server to a previous state reasonable endeavours to restore the Server to a previous state using the data back-ups.
2.3 Synextra shall not be responsible for:
2.3.1 maintenance and support of any Non-Synextra Provided Application unless Synextra has agreed this separately with the Customer; and/or
2.3.2 any matters outside the scope of the Managed Virtual Server Service including without limitation any data upload...
Management and Support. Managed Services include:
(a) during Working Hours: (i) provision of both the Critical Platform Support Service and Standard Platform Support Service for the Production environment, and (ii) provision of the Standard Platform Support Services only for the Non-production environment(s)
(b) outside Working Hours, provision of the Critical Platform Support Service for the Production environment
(c) Management of the infrastructure, Application(s) components and Verisk’s suppliers, which the Client is unable to do by definition of being contracted to the Managed Service, and necessary for the Application to operate
(d) Supporting Client Service Requests regarding Application administration or servicing of requests for change submitted via approved mechanisms, namely, Support Tickets or Change Requests submitted to Verisk, which may be subject to the Day Rates.
Management and Support