Platinum Support Clause Samples
The Platinum Support clause defines the highest tier of customer support services provided under an agreement. This clause typically outlines the scope of premium support, such as 24/7 technical assistance, priority response times, and access to dedicated support personnel or advanced troubleshooting resources. Its core practical function is to ensure that clients receive expedited and comprehensive help for critical issues, thereby minimizing downtime and maximizing the value of the service for customers who require enhanced support.
Platinum Support. Platinum Support includes the features that Service Provider makes generally available to its Standard, Gold, and Platinum Support SaaS customer base during the applicable Term.
Platinum Support. Platinum Support shall be provided twenty-four (24) hours per day, seven (7) days per week, including holidays. Cases will be answered responded to in no more than four (4) hours. Platinum support shall also include five (5) days of SMA Professional services annually. Customers with Platinum Support shall also be entitled to four (4) registered support contacts.
Platinum Support. If Client elects to upgrade to and purchase Platinum Support for Dyn Services, Oracle will use commercially reasonable efforts to (i) make a member of its technical support staff available to respond to questions and/or concerns about the Services in accordance with the Technical Support Schedule set forth below, (ii) provide Client with priority technical support queuing over Standard Support and Gold Level Support users, (iii) provide Client with optional weekly check-ins, and (iv) optional, quarterly state-of-account reviews. Oracle will use commercially reasonable efforts to respond within thirty (30) minutes to Platinum Support for Dyn Services inquiries that have been appropriately submitted by Client in accordance with the method described at ▇▇▇▇▇://▇▇▇▇▇▇.▇▇▇▇▇▇.▇▇▇/help. Subject to Section 5 (Service Levels), if Oracle fails to respond to an appropriately submitted support inquiry within the referenced thirty (30) minute window, Client will be eligible to receive one (1) Credit. Support hours/days per week: phone 24/5 24/7 24/7 Sun. 8PM – Fri. 8PM EST Support hours/days per week: email 24/5 Sun. 8PM – Fri. 8PM EST 24/5 Sun. 8PM – Fri. 8PM EST 24/5 Sun. 8PM – Fri. 8PM EST *Support requests that are both submitted by Client and responded to by Oracle outside of the above referenced hours shall be treated as Concierge Pay Per Incident Support for Dyn Services requests for billing purposes.
Platinum Support. If Ordering Activity elects to purchase Platinum Fully Managed Services pursuant to an Order Form, such services are subject to the ZeroFOX Platinum Fully Managed Services Agreement, which is incorporated herein as Exhibit 3.
Platinum Support. If Client elects to upgrade to and purchase Oracle Platinum Support for Dyn Services, Oracle will use commercially reasonable efforts to (i) make a member of its technical support staff available to respond to questions and/or concerns about the Services in accordance with the technical support schedule referenced in section 7.1, (ii) provide Client with priority technical support queuing over Standard Support and Gold Support clients, (iii) optional weekly check-ins, and (iv) optional, quarterly state-of-account reviews. Oracle will use commercially reasonable efforts to respond to a properly submitted Platinum Support for Dyn Services ticket related to an Outage within thirty (30) minutes of receiving said ticket.
Platinum Support. If Client elects to upgrade to and purchase Oracle Platinum Support for Zenedge Services, Oracle will use commercially reasonable efforts to (i) make a member of its technical support staff available to respond to questions and/or concerns about the Services in accordance with the technical support schedule referenced in section 9.1, (ii) provide Client with priority technical support queuing over Standard Support and Gold Support clients, (iii) provide optional weekly check-ins, and (iv) provide optional, quarterly state-of- account reviews. Oracle will use commercially reasonable efforts to respond to a properly submitted Platinum Support Services ticket related to an issue with the Services within thirty (30) minutes of receiving said ticket.