Extended After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Basic SharePoint ECM site Service Request Fulfillment Target Permission request 1-2 Business days (Provided proper approval by Site Owner) Create KL Search 2-3 Weeks depending on complexity Modify/Update KL Search 1 Week depending on complexity Create new content type 1 Week Update current content type 3 Business Days SharePoint ECM site with KnowledgeLake Capture and/or Connect Service Request Fulfillment Target Install and configure Capture/Connect software 2-3 Business days Add autopopulation of fields 2-3 Weeks depending on complexity LOB integration 4 weeks depending on complexity SharePoint ECM site with KnowledgeLake Capture, Capture Server and/or Connect Service Request Fulfillment Target Add Capture Server Process 2-3 Weeks depending on complexity Modify Capture Server Process 2 Weeks depending on complexity Service Availability The Digital Assets Management/Document Imaging services availability are defined as 99.8% uptime during normal business hours. Change Management and Service Reviews WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Roles and Responsibilities The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities Provide qualified support personnel to support WashU IT services and systems. Document specific features and warranties of each service provided by WashU IT Produce metrics that demonstrate the health of each service. Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner. Make support and service requests as outlined in this document. Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics WashU IT will provide the customer with a quarterly report that documents key support and service metrics. Customers may request additional metrics and reporting schedules by contacting their CRM representative. Review and Revision Timeline
Term and Renewal This Agreement shall become effective as of the Effective Date and shall remain in effect for a period of three years from and after the Live Date (the “Initial Term”), and thereafter shall automatically renew for successive three year terms (each such period, a “Renewal Term”) unless terminated by any party giving written notice of non-renewal at least one hundred eighty days prior to the last day of the then current term to each other party hereto.
Renewal Term If not sooner terminated, this Agreement shall renew at the end of the Initial Term and shall thereafter continue for successive annual periods, provided such continuance is specifically approved at least annually (i) by the Fund’s Board of Trustees or (ii) by a vote of a majority of the outstanding voting securities of the relevant portfolio of the Fund, provided that in either event the continuance is also approved by the majority of the Trustees of the Fund who are not interested persons (as defined in the 0000 Xxx) of any party to this Agreement by vote cast in person at a meeting called for the purpose of voting on such approval. If a plan under Rule 12b-1 of the 1940 Act is in effect, continuance of the plan and this Agreement must be approved at least annually by a majority of the Trustees of the Fund who are not interested persons (as defined in the 0000 Xxx) and have no financial interest in the operation of such plan or in any agreements related to such plan, cast in person at a meeting called for the purpose of voting on such approval.
Renewal (a) This Agreement will be renewed for successive periods of ten (10) years upon the expiration of the initial Term set forth in Section 4.1 and each successive Term, unless:
Term and Renewals This Agreement is effective February 1, 2017 (“Effective Date”) and will continue for three (3) years. The Agreement may be renewed by Citizens for one (1), three (3) year renewal period upon prior written notice to Firm.
Renewal, Extension The renewal or extension of any Letter of Credit shall, for purposes hereof, be treated in all respects the same as the issuance of a new Letter of Credit hereunder.
Renewal Periods Renewal of registered names may be made in one (1) year increments for up to a maximum of ten (10) years. For the avoidance of doubt, renewal of registered names may not extend their registration period beyond ten (10) years from the time of the renewal.
Initial Term The initial term will begin on the date set forth in the Contract documents or on the date the Contract is signed by all Parties, whichever is later.
Term of Engagement (a) This Agreement will remain in effect until April 15, 2010, after which either party shall have the right to terminate it on thirty (30) days prior written notice to the other. The date of termination of this Agreement is referred to herein from time to time as the "Termination Date." The period of time during which this Agreement remains in effect is referred to herein from time to time as the "Term". If, within two years after the Termination Date, the Company completes any private financing of equity or debt or other capital raising activity of the Company (other than the exercise by any person or entity of any options, warrants or other convertible securities other than the warrants issued pursuant to this Agreement) with any of the Investors who were first introduced to the Company in connection with the financing contemplated hereby by Xxxxx and disclosed to the Company in writing prior to its introduction to the Company, the Company will pay to Maxim upon the closing of such financing the compensation set forth in Sections 3(a) as a "Source Fee".
Extended Term Unless earlier terminated as provided for in either Section 10.3 or Section 10.4, the term of this Agreement shall be automatically extended for additional terms of five (5) years each, unless either party delivers to the other party, not less than twelve (12) months nor earlier than fifteen (15) months prior to the expiration of the preceding term, written notice of such party's intention not to extend the term of this Agreement.