Removed. Support. NH provides customer support for its Services in line with its policies and procedures for the relevant service. The entitlement to 24 x 7 x 365 support is specifically specified in the Schedule. Unless otherwise stated, support requests outside Normal Working Hours are restricted to genuine emergencies. Genuine emergencies are defined by lack of connectivity, failed hardware resulting in lack of connectivity or web site uptime and packet loss greater than 10%. The packet loss must exist on either NH network or a directly peering network.
Appears in 2 contracts
Sources: Hosting Services Agreement, Hosting Services Agreement