Onsite Support Services Clause Samples
The Onsite Support Services clause defines the terms under which a service provider will deliver technical or operational assistance at the client's physical location. Typically, this clause outlines the scope of services, response times, hours of availability, and any limitations or exclusions, such as which issues qualify for onsite support versus remote assistance. Its core practical function is to ensure that clients receive timely, in-person help for issues that cannot be resolved remotely, thereby minimizing downtime and clarifying expectations for both parties.
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Onsite Support Services. As set forth in Sections 2.2 and 2.3, Recency and OnSite shall enter into a separate Subcontract in connection with each contract that Recency enters into with a New Customer to provide Existing Products/Services, or with Existing and New Customers to provide New Services. Under the respective Subcontract, OnSite shall agree to perform all such services (including personnel, software, technical, production, marketing and other support services) as necessary to provide respective Existing Products/Services or New Products/Services. The Subcontract shall be substantially in the form attached to this Agreement as Exhibit D, and will contain a description of the work to be done by OnSite and the subcontracting fee (“Subcontracting Fee”). The parties agree that the Subcontracting Fee shall be based on the actual costs to be incurred by OnSite in performing the services under the Subcontract without any ▇▇▇▇-up; provided, however, that to the extent this Agreement is terminated and Recency exercises its option under Section 2.2(i) or 2.3E to continue performing services under a customer contract with OnSite serving as the subcontractor, then from the date of such termination through the term of the respective subcontract, the Subcontracting Fee will be increased to provide that OnSite will be reimbursed for its actual costs but will also receive fifty percent (50%) of the gross profit that Recency collects for the respective customer contract. The Subcontracting Fee shall be payable at the later of the later of (i) fifteen (15) days from receipt of payment by Recency from the customer for the respective products or services, or (ii) fifteen (15) days of Recency’s receipt of a correct invoice from OnSite. Recency’s management will provide guidance to OnSite’s chief executive officer, ▇▇▇▇▇ ▇▇▇▇▇▇▇, who will be primarily responsible for performance under the Subcontracts and for executing the plan and facilitating cooperation and coordination between the two organizations.
Onsite Support Services. (a) General
(1) Supplier will provide On Site/Break Fix Services based on a * determined by Gap and based on the nature and severity of the reported Incident or Problem. Descriptions of the different * and their respective timeframes * are contained in Exhibit B (Service Level Agreement). At the time of the Service Request Call, Gap will specify the * it requires. If Gap does not specify a * during the Service Request Call. all, Supplier will consider the request to be Urgent.
(2) Supplier will dispatch its CSR(s) for arrival on-site at the affected Covered Location in accordance with the *.
(3) Supplier will adhere to and comply with * Fault, Performance and Capacity Monitoring tools and systems to provide the Operations Services.
(b) Store network voice and data installs, moves, adds and changes, and voice installs, moves, adds and changes for field offices co-located in the store as provided in Exhibit D.17.
(1) Supplier will provide adequate manpower and expertise to support Store and field office openings, closings, remodels, Store activities such as adds and changes, and special projects and initiatives for both voice systems and data systems for the Network.
(2) Scope of data technology covers the planning, Low Level Design and implementation of the following:
(i) Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to the omitted portions. Exhibit A.8 Gap / IBM Proprietary and Confidential Information Second Amended and Restated Master Services Agreement (ii) *.