{"component": "clause", "props": {"groups": [{"size": 1, "snippet": "Provide remote technical support through telephone assistance, web and e-mail support.", "samples": [{"hash": "7DIWl1ZEXT3", "uri": "/contracts/7DIWl1ZEXT3#remote-technical-support", "label": "Support Services Agreement", "score": 20.0335386721, "published": true}], "snippet_links": [{"key": "telephone-assistance", "type": "definition", "offset": [41, 61]}], "hash": "58f25451599f27f751a3d242aaf9a7a4", "id": 5}, {"size": 4, "snippet": "Customer understands this is a remote technical support service.", "samples": [{"hash": "cigC7DVMv0x", "uri": "/contracts/cigC7DVMv0x#remote-technical-support", "label": "Telecommunications Account Agreement (Taa) or Master Service Agreement (Msa)", "score": 23.5516769336, "published": true}, {"hash": "mqnaEgfoLf", "uri": "/contracts/mqnaEgfoLf#remote-technical-support", "label": "Telecommunications Account Agreement (Taa) or Master Service Agreement (Msa)", "score": 23.4257357974, "published": true}, {"hash": "a022yFJajqa", "uri": "/contracts/a022yFJajqa#remote-technical-support", "label": "MSX Office 365 Service Addendum", "score": 23.1396303901, "published": true}], "snippet_links": [{"key": "technical-support-service", "type": "definition", "offset": [38, 63]}], "hash": "b3806c0d418a51b3a08ecb8cb2c6e5c8", "id": 1}, {"size": 3, "snippet": "1. The BSO will provide advice, guidance and initial technical support to you, where required, for the purpose of facilitating and/or maintaining connection to the BSO Secure Web Portal in order that you can use of the relevant systems available through the BSO Secure Web Portal. Where it is necessary to resolve a technical problem relating to connection to the BSO Secure Web Portal via remote assistance, BSO will use Bomgar software (\u2587\u2587\u2587\u2587\u2587://\u2587\u2587\u2587.\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587/) to remotely connect to your machine. The ability of BSO to remotely access your computer significantly enhances our ability to resolve your technical problem quickly.\n2. By accepting a request from BSO to give remote assistance to you using Bomgar you consent to be bound by the terms and conditions of use of Bomgar as detailed in paragraph 3 below and to be bound by the terms of the BSO liability disclaimer contained in paragraph 4 below.\n3. In order for the remote assistance to be provided you, or your authorised representative, you must agree to the terms of use of the Bomgar software by clicking the relevant options as prompted on the screen.\n4. In accepting remote assistance from BSO you understand and accept that :-\n(a) You will be providing the BSO representative with access to and control of your computer for the duration of the remote assistance session. In doing so you authorise the BSO representative to make any necessary changes to facilitate connecting to the BSO Secure Web Portal and/or HSC systems and you accept responsibility for any such changes made to the desktop content or system settings;\n(b) You will be providing the BSO representative with access to files that reside on your computer. BSO does not assume and is not responsible for any liability for the viewing of any desktop or file content, including but not limited to the loss of any data, and data security remains your sole responsibility. As such BSO recommend that prior to commencement of the remote assistance session you close all documents and applications that contain confidential information or that are not relevant to the technical problem being resolved and that you ensure that all data stored on your computer, network or system is appropriately backed up and that you remain at your desktop and observe the entirety of the remote session;\n(c) BSO does not accept any liability for any installed programs on your computer, including any computer protection (firewall or virus scanner) and therefore it is your responsibility to ensure your system is maintained, (for example ensuring a valid Windows operating system is used and that Windows Updates are applied regularly) and that an accepted antivirus program is installed and kept up-to-date, with regularly scheduled security scans to ensure the system is secure. BSO does not accept liability arising from your failure to adhere to these requirements;\n(d) BSO makes no warranties of any kind with regard to any remote assistance provided; and\n(e) BSO shall not be liable for any loss or damage whatsoever or howsoever arising directly or indirectly in connection with the provision of remote assistance except to the extent that such liability may not be lawfully excluded under the governing law of Northern Ireland;\n5. You can end a remote assistance session at any time by clicking on the red X icon in the bottom right corner of your screen. 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"score": 23.1683778234, "published": true}], "snippet_links": [{"key": "technical-support-service", "type": "definition", "offset": [38, 63]}, {"key": "requests-for", "type": "clause", "offset": [78, 90]}, {"key": "tm-rates", "type": "definition", "offset": [139, 148]}, {"key": "based-on", "type": "clause", "offset": [161, 169]}], "hash": "95f616b7a38b6b0a1ac4e255c00051f7", "id": 4}, {"size": 1, "snippet": "Remote technical support is provided for three (3) days after engagement completion. After that time, support should go through the standard support channels. After that time, support should go through the standard support channels.", "samples": [{"hash": "8RldaMRAhNC", "uri": "/contracts/8RldaMRAhNC#remote-technical-support", "label": "Agreement for Provision of Services", "score": 23.255590886, "published": true}], "snippet_links": [{"key": "days-after", "type": "definition", "offset": [51, 61]}, {"key": "support-channels", "type": "clause", "offset": [141, 157]}], "hash": "546f2752f43bd1f35e94ab5cf501e4ec", "id": 6}, {"size": 1, "snippet": "Motorola Solutions\u2019 Remote Technical Support service provides telephone consultation for technical issues that require a high level of ASTRO 25 network knowledge and troubleshooting capabilities. Remote Technical Support is delivered through the Motorola Solutions Centralized Managed Support Operations (\u201cCMSO\u201d) organization by a staff of technical support specialists skilled in diagnosis and swift resolution of infrastructure performance and operational issues. Motorola Solutions applies leading industry standards in recording, monitoring, escalating, and reporting for technical support calls from its contracted customers to provide the support needed to maintain mission-critical systems.", "samples": [{"hash": "2HdmJgirTcY", "uri": "/contracts/2HdmJgirTcY#remote-technical-support", "label": "Service Agreement", "score": 27.8692676249, "published": true}], "snippet_links": [{"key": "motorola-solutions", "type": "definition", "offset": [0, 18]}, {"key": "technical-support-service", "type": "definition", "offset": [27, 52]}, {"key": "telephone-consultation", "type": "clause", "offset": [62, 84]}, {"key": "technical-issues", "type": "definition", "offset": [89, 105]}, {"key": "high-level", "type": "definition", "offset": [121, 131]}, {"key": "support-operations", "type": "clause", "offset": [285, 303]}, {"key": "operational-issues", "type": "clause", "offset": [446, 464]}, {"key": "industry-standards", "type": "definition", "offset": [501, 519]}, {"key": "provide-the", "type": "clause", "offset": [633, 644]}, {"key": "to-maintain", "type": "clause", "offset": [660, 671]}, {"key": "critical-systems", "type": "clause", "offset": [680, 696]}], "hash": "443b68f2ddd605a926cfcd712fdd2f7e", "id": 7}, {"size": 1, "snippet": "Maintenance Contracts provide for remote technical support between the hours of 8:00 a.m. to 5:00 p.m. (CST) Monday through Friday, excluding holidays. Outside of normal business hours, technical support will be performed only in Sorna\u2019s sole discretion, with \u2587\u2587\u2587\u2587\u2587\u2019s advance approval, and Customer will be billed at Sorna\u2019s after-hours rate (Tech Support, after hours). Customer agrees to provide Sorna with all reasonable assistance and remote access to Customer\u2019s system to provide maintenance services.", "samples": [{"hash": "8gFV2jN6qgm", "uri": "/contracts/8gFV2jN6qgm#remote-technical-support", "label": "Terms and Conditions", "score": 31.261257696, "published": true}], "snippet_links": [{"key": "maintenance-contracts", "type": "definition", "offset": [0, 21]}, {"key": "provide-for", "type": "clause", "offset": [22, 33]}, {"key": "hours-of", "type": "clause", "offset": [71, 79]}, {"key": "monday-through-friday", "type": "clause", "offset": [109, 130]}, {"key": "normal-business-hours", "type": "definition", "offset": [163, 184]}, {"key": "sole-discretion", "type": "clause", "offset": [238, 253]}, {"key": "advance-approval", "type": "definition", "offset": [268, 284]}, {"key": "customer-will", "type": "clause", "offset": [290, 303]}, {"key": "tech-support", "type": "clause", "offset": [343, 355]}, {"key": "after-hours", "type": "definition", "offset": [357, 368]}, {"key": "to-provide", "type": "definition", "offset": [387, 397]}, {"key": "reasonable-assistance", "type": "definition", "offset": [413, 434]}, {"key": "to-customer", "type": "clause", "offset": [453, 464]}, {"key": "maintenance-services", "type": "definition", "offset": [485, 505]}], "hash": "a7b4f0d19c516b871260eb2f75b42064", "id": 8}, {"size": 1, "snippet": "Support is available to resolve any issues regarding your current setup during our normal support hours of 8:00 AM to 6:00 PM Eastern Time, which may from time to time be amended and with allowance for nationally recognized holidays or", "samples": [{"hash": "j1fPsHy2QhK", "uri": "/contracts/j1fPsHy2QhK#remote-technical-support", "label": "Master Services Agreement", "score": 21.7980835044, "published": true}], "snippet_links": [{"key": "available-to", "type": "definition", "offset": [11, 23]}, {"key": "hours-of", "type": "clause", "offset": [98, 106]}, {"key": "eastern-time", "type": "definition", "offset": [126, 138]}, {"key": "from-time-to-time", "type": "clause", "offset": [150, 167]}, {"key": "allowance-for", "type": "clause", "offset": [188, 201]}, {"key": "recognized-holidays", "type": "definition", "offset": [213, 232]}], "hash": "a5c4c083a04f008b2d0a0f467392bd81", "id": 9}, {"size": 1, "snippet": "1 \u2013 In order for the BSO eBusiness team to support connectivity issues they may require remote access into the Contractors PC. In order to facilitate this they avail of the Bomgar software which provides an industry standard secure encrypted connection. This will only be used with the permission of the Contractor, is fully auditable and can be terminated at any time by the Contractor. In instances where BSO detect an application requires updating the Contractor will be advised and BSO will only act upon instruction. They will never auto update any application on a contractors PC. 3 (d & e) \u2013 Any remote assistance from BSO will only be provided by staff who have been fully trained and reached the required competency level to offer safe and efficient remote support services. Staff are fully accountable, comply with internal Governance standards and are bound by BSO confidentiality agreement as part of their employment terms & conditions.", "samples": [{"hash": "enFBcuX40dB", "uri": "/contracts/enFBcuX40dB#remote-technical-support", "label": "User Agreement", "score": 23.605065024, "published": true}], "snippet_links": [{"key": "connectivity-issues", "type": "clause", "offset": [51, 70]}, {"key": "remote-access", "type": "definition", "offset": [88, 101]}, {"key": "in-order-to", "type": "clause", "offset": [127, 138]}, {"key": "industry-standard", "type": "clause", "offset": [207, 224]}, {"key": "of-the-contractor", "type": "clause", "offset": [297, 314]}, {"key": "at-any-time", "type": "clause", "offset": [357, 368]}, {"key": "by-the-contractor", "type": "clause", "offset": [369, 386]}, {"key": "the-contractor-will", "type": "clause", "offset": [451, 470]}, {"key": "be-advised", "type": "definition", "offset": [471, 481]}, {"key": "remote-assistance", "type": "clause", "offset": [603, 620]}, {"key": "to-offer", "type": "definition", "offset": [731, 739]}, {"key": "remote-support-services", "type": "clause", "offset": [759, 782]}, {"key": "comply-with", "type": "clause", "offset": [813, 824]}, {"key": "governance-standards", "type": "clause", "offset": [834, 854]}, {"key": "confidentiality-agreement", "type": "definition", "offset": [876, 901]}, {"key": "terms-conditions", "type": "definition", "offset": [930, 948]}], "hash": "6640100adfd8b98550521db3b1873b4f", "id": 10}], "next_curs": "CmESW2oVc35sYXdpbnNpZGVyY29udHJhY3Rzcj0LEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2IiFyZW1vdGUtdGVjaG5pY2FsLXN1cHBvcnQjMDAwMDAwMGEMogECZW4YACAA", "clause": {"title": "Remote Technical Support", "parents": [["core-services", "CORE SERVICES"], ["advanced-exchange-maintenance", "Advanced Exchange Maintenance"], ["advanced-exchange-maintenance-services", "Advanced Exchange Maintenance Services"], ["terms-and-conditions", "Terms and Conditions"], ["golden-gate-rebuild-cts-ggdbrbld", "Golden Gate Rebuild CTS GGDBRBLD"]], "size": 18, "children": [["service-reports", "Service Reports"], ["qualified-personnel", "Qualified Personnel"], ["remedial-maintenance", "Remedial Maintenance"]], "id": "remote-technical-support", "related": [["technical-support", "Technical Support", "Technical Support"], ["technical-support-services", "Technical Support Services", "Technical Support Services"], ["product-support", "Product Support", "Product Support"], ["innovative-scheduling", "Innovative Scheduling", "Innovative Scheduling"], ["operational-support-systems-oss", "Operational Support Systems (OSS", "Operational Support Systems (OSS"]], "related_snippets": [], "updated": "2025-07-07T16:38:44+00:00"}, "json": true, "cursor": ""}}