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For standard remote support requests, the Customer can either schedule a time or wait for the Analyst to become available and the support request will be attended to as soon as possible within three business hours.", "snippet_links": [{"key": "service-scope", "type": "clause", "offset": [11, 24]}, {"key": "based-on", "type": "definition", "offset": [54, 62]}, {"key": "support-requests", "type": "definition", "offset": [103, 119]}, {"key": "the-customer", "type": "definition", "offset": [121, 133]}, {"key": "schedule-a", "type": "clause", "offset": [145, 155]}, {"key": "as-soon-as-possible", "type": "definition", "offset": [249, 268]}, {"key": "business-hours", "type": "clause", "offset": [282, 296]}], "samples": [{"hash": "gxt7L6ZtHmk", "uri": "/contracts/gxt7L6ZtHmk#remote-support", "label": "Service Level Agreement (Sla)", "score": 23.377822876, "published": true}, {"hash": "aHZK1clnc1i", "uri": "/contracts/aHZK1clnc1i#remote-support", "label": "Premium Service Level Agreement (Sla)", "score": 22.9219703674, "published": true}, {"hash": "3chYDNxDDgF", "uri": "/contracts/3chYDNxDDgF#remote-support", "label": "Premium Service Level Agreement (Sla)", "score": 22.8439426422, "published": true}], "hash": "b0a07cb291d0ad923833eae9b93f8edc", "id": 2}, {"size": 7, "snippet": "9.1 The standard remote support connection is via Webex. Though Webex is the preferred connection for remote support, the Company can accommodate most other remote support connection methods and these will be considered on a case by case basis and may be accepted at the Company\u2019s sole option. 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Customer agrees that Tanium resources may access Customer\u2019s systems during the relevant Premium Support Term, using a defined standard virtual private network (VPN). If a network connection between Tanium and Customer\u2019s systems is required for Tanium to perform the Support Services, Customer will provide such access as follows: \u25cf Customer is responsible for ensuring that (i) its network and systems comply with specifications provided by Tanium; (ii) all components of Customer\u2019s Tanium environment are accessible through the VPN; and (iii) the VPN is installed in a timely manner for Tanium to perform the Support Services. \u25cf Customer is responsible for acquiring and maintaining any equipment and performing any activities necessary to set-up and maintain network connectivity at and to Customer\u2019s Tanium environment. \u25cf Customer will provide and maintain user accounts for, and access to, the VPN for the Tanium resources, including, but not limited to, Tanium\u2019s onsite and remote resources. \u25cf Tanium is not responsible for network connection issues, problems or conditions arising from or related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any other conditions that are caused by an internet service provider, or the network connection. 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The modem will be of a specification and type approved by Activ.", "snippet_links": [{"key": "the-customer-will", "type": "clause", "offset": [4, 21]}, {"key": "the-quotation", "type": "clause", "offset": [42, 55]}, {"key": "make-available", "type": "definition", "offset": [57, 71]}, {"key": "problem-resolution", "type": "clause", "offset": [162, 180]}, {"key": "approved-by", "type": "clause", "offset": [228, 239]}], "samples": [{"hash": "gmpBN2sTEBd", "uri": "/contracts/gmpBN2sTEBd#remote-support", "label": "Standard Terms & Conditions of Business", "score": 23.635181427, "published": true}, {"hash": "3JJvBwlg1ua", "uri": "/contracts/3JJvBwlg1ua#remote-support", "label": "Standard Terms & Conditions of Business", "score": 23.635181427, "published": true}, {"hash": "fAK0qTY56yd", "uri": "/contracts/fAK0qTY56yd#remote-support", "label": "Standard Terms & Conditions of Business", "score": 23.2121829987, "published": true}], "hash": "ed5dc2a8298b6096a97462fd17eec095", "id": 5}, {"size": 4, "snippet": "Certain Support Services may be provided remotely via telephone or electronic communications. Customer agrees that Tanium resources may access Customer\u2019s systems during the relevant ESR Support Term, using a defined standard virtual private network (VPN). If a network connection between Tanium and Customer\u2019s systems is required for Tanium to perform the Enterprise Support Services, Customer will provide such access as follows:", "snippet_links": [{"key": "support-services", "type": "clause", "offset": [8, 24]}, {"key": "via-telephone", "type": "clause", "offset": [50, 63]}, {"key": "electronic-communications", "type": "clause", "offset": [67, 92]}, {"key": "customer-agrees-that", "type": "clause", "offset": [94, 114]}, {"key": "the-relevant", "type": "clause", "offset": [169, 181]}, {"key": "support-term", "type": "definition", "offset": [186, 198]}, {"key": "virtual-private-network", "type": "definition", "offset": [225, 248]}, {"key": "network-connection", "type": "definition", "offset": [261, 279]}, {"key": "enterprise-support", "type": "definition", "offset": [356, 374]}, {"key": "will-provide", "type": "clause", "offset": [394, 406]}], "samples": [{"hash": "dAdGpyDlcww", "uri": "/contracts/dAdGpyDlcww#remote-support", "label": "Tanium as a Service Subscription Agreement", "score": 26.7056808472, "published": true}, {"hash": "7DQOxHGmQ7", "uri": "/contracts/7DQOxHGmQ7#remote-support", "label": "End User License Agreement", "score": 26.0759754181, "published": true}, {"hash": "eiJa7TJyxOt", "uri": "/contracts/eiJa7TJyxOt#remote-support", "label": "Tanium as a Service Subscription Agreement", "score": 21.4702262878, "published": true}], "hash": "bbdbc339ee32a4edc9a25a0e1b0c26ce", "id": 7}, {"size": 12, "snippet": "3.11.1 Remote Support, covering telephone support at minimum, is mandatory, when and throughout the period the Software is being used at Live State, unless otherwise agreed in writing between HW and the Licensee.\n3.11.2 Remote Support is provided in accordance with and subject to the terms of a separate agreement to be concluded either with HW or HW partner that is authorised by HW to provide Remote Support (hereinafter \u201c HW Partner\u201d).\n3.11.3 If the Licensee does not have a valid Remote Support agreement either with HW or HW Partner, the Licensee is not entitled to use the Software at Live State, unless otherwise agreed between HW and the Licensee in writing.\n3.11.4 HW takes no responsibility for Remote Support provided by HW Partners.", "snippet_links": [{"key": "telephone-support", "type": "clause", "offset": [32, 49]}, {"key": "the-period", "type": "clause", "offset": [96, 106]}, {"key": "unless-otherwise-agreed", "type": "clause", "offset": [149, 172]}, {"key": "in-writing", "type": "clause", "offset": [173, 183]}, {"key": "the-licensee", "type": "definition", "offset": [199, 211]}, {"key": "in-accordance-with", "type": "clause", "offset": [247, 265]}, {"key": "terms-of", "type": "definition", "offset": [285, 293]}, {"key": "agreement-to-be", "type": "clause", "offset": [305, 320]}, {"key": "authorised-by", "type": "clause", "offset": [368, 381]}, {"key": "to-provide", "type": "clause", "offset": [385, 395]}, {"key": "support-agreement", "type": "clause", "offset": [492, 509]}, {"key": "not-entitled", "type": "definition", "offset": [556, 568]}, {"key": "to-use-the-software", "type": "clause", "offset": [569, 588]}, {"key": "responsibility-for", "type": "clause", "offset": [687, 705]}, {"key": "support-provided", "type": "definition", "offset": [713, 729]}], "samples": [{"hash": "ksYF8hX0RJd", "uri": "/contracts/ksYF8hX0RJd#remote-support", "label": "Software License Agreement", "score": 31.257932663, "published": true}, {"hash": "8BUYD1fvoo1", "uri": "/contracts/8BUYD1fvoo1#remote-support", "label": "Software License Agreement", "score": 31.0936908722, "published": true}, {"hash": "8LwlAX9UomX", "uri": "/contracts/8LwlAX9UomX#remote-support", "label": "Software License Agreement", "score": 29.8481884003, "published": true}], "hash": "4383e44d14616272a8a8ef7a5ab25d40", "id": 1}, {"size": 4, "snippet": "Graylog may provide remote assistance to Customer via a Customer or Graylog provided remote collaboration tool.", "snippet_links": [{"key": "assistance-to-customer", "type": "clause", "offset": [27, 49]}], "samples": [{"hash": "iCWK2gAApSO", "uri": "/contracts/iCWK2gAApSO#remote-support", "label": "License and Support Agreement", "score": 35.1368713379, "published": true}, {"hash": "lFjzxgV00Ok", "uri": "/contracts/lFjzxgV00Ok#remote-support", "label": "License and Support Agreement", "score": 33.6028404236, "published": true}, {"hash": "1mijBFUq7WR", "uri": "/contracts/1mijBFUq7WR#remote-support", "label": "Support Terms", "score": 32.2670059204, "published": true}], "hash": "5a10898fa74a1bfb53382614e4fd4142", "id": 6}, {"size": 4, "snippet": "A.1 Definition: Remote support means providing application or computing infrastructure support in response to a request received while the employee is in non-pay, off- duty status from a serviced department, an IT supervisor, or an IT employee authorized to request remote support. 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