Remote Support Services a. Help Desk Services within Normal Office hours as specified within the Call Window below;
Remote Support Services. 4.1 OSI intends to provide certain Support via a remote on-line connection to BISYS' designated technical support center. BISYS hereby agrees to assist OSI in the creation of such a remote on-line connection as part of the implementation of the System and agrees to maintain and allow OSI access to its designated technical support center and the Licensed Software through such remote on-line connection.
Remote Support Services. The remote support services include: - Remote support activities on products procured from EUROIMMUN (updates, checks, optimisation initiated by EUROIMMUN), - Configuration changes via remote support to products procured from EUROIMMUN (create EUROIMMUN items, modify analyses), - Provide remote support for users with products procured from EUROIMMUN (client has caused errors and requires support), - Migration of products to other platforms (server/computer replacement) via remote support.
Remote Support Services. Briefly describe manufacturer and/or vendor remote operations center facilities in support of end user customer system administration, monitoring, maintenance and repair operations. Include in the discussion hardware and software solutions housed at the facilities, and the approximate number of support personnel and their job skill qualifications. Vendor response:
Remote Support Services. The Supplier shall provide the IAA with remote support (including via telephone and VPN connection) by a help desk staffed with qualified personnel who will assist the IAA personnel, during the IAA's work days – Sunday through Friday 8:00-17:00 (Israel time), in solving any issue that prevent, disrupt or interfere with the proper operation of the System in accordance with the System Requirements and/or its maintenance, all as specified in the Technical Specifications.
Remote Support Services. The Supplier shall provide the IAA with remote support (via telephone connection) by a 24/7 help desk staffed with qualified personnel who will respond to all inquiries and shall be able to provide immediate support in order to resolve any issue that prevent, disrupt or interfere with the proper operation of the System and that can assist with any problem regarding the Services and enable the IAA to provide support services to the end-users of the System as well as to the Product Suppliers, all as specified in the Technical Specifications. The support center will keep records of any and all inquiries made by the IAA and, if required, will provide the IAA with monthly reports. In addition, the Supplier shall provide a telephone number for end-user inquiries that were not resolved through the System or with the assistance of the IAA.
Remote Support Services. 25.10.2 Service requested on public bank holidays or otherwise outside normal working hours of 9am to 5pm Monday to Friday
Remote Support Services. The Supplier shall provide the IAA with remote support (including via telephone and VPN connection) by a 24/7 help desk staffed with qualified personnel who will assist the IAA personnel in solving any issue that prevent, disrupt or interfere with the proper operation of the System in accordance with the System Requirements and/or its maintenance, all as specified in the Technical Specifications.
