{"component": "clause", "props": {"groups": [{"snippet_links": [{"key": "supplier-shall", "type": "clause", "offset": [24, 38]}, {"key": "power-up", "type": "clause", "offset": [87, 95]}, {"key": "turn-over", "type": "definition", "offset": [111, 120]}, {"key": "physical-server", "type": "definition", "offset": [159, 174]}, {"key": "maintenance-procedures", "type": "definition", "offset": [196, 218]}, {"key": "not-limited", "type": "clause", "offset": [253, 264]}, {"key": "warehouse-devices", "type": "definition", "offset": [285, 302]}, {"key": "application-processes", "type": "clause", "offset": [346, 367]}, {"key": "management-system", "type": "definition", "offset": [459, 476]}, {"key": "provide-on", "type": "clause", "offset": [678, 688]}, {"key": "assistance-to", "type": "clause", "offset": [694, 707]}, {"key": "third-party-vendor", "type": "definition", "offset": [714, 732]}], "snippet": "Under direction by Gap, Supplier shall:\n4.1 Install equipment in racks, extend cables, power up equipment, and turn over to Gap for configuration.\n4.2 Perform physical server reboots.\n4.3 Execute maintenance procedures.\n4.4 Run scripts that include but not limited to scripts that fix Warehouse devices, purge applications queues, start/stopping application processes, * DC audit resynchronization, etc. Manage print queues, including those for the Warehouse Management System. Perform infrastructure IMACs: network cabling required for installations or decommissions, patch cabling for floor devices from the port to device, server moves, physical equipment decommissions.\n4.5 Provide on-site assistance to Gap\u2019s Third Party vendor for break/fix activities.", "size": 2, "samples": [{"hash": "7aEG7s9gV2b", "uri": "/contracts/7aEG7s9gV2b#server-support", "label": "Master Services Agreement (Gap Inc)", "score": 24.6960985626, "published": true}, {"hash": "95hjEzzwJDT", "uri": "/contracts/95hjEzzwJDT#server-support", "label": "Master Services Agreement (Gap Inc)", "score": 24.4414784394, "published": true}], "hash": "dea8c22652d5d4e011f13f8e4c42ce8b", "id": 1}, {"snippet_links": [{"key": "must-run", "type": "definition", "offset": [29, 37]}, {"key": "open-source", "type": "definition", "offset": [47, 58]}], "snippet": "Any server based application must run on major open source Linux distribution such as CentOS, RedHat Enterprise Linux, etc.", "size": 2, "samples": [{"hash": "hzilnPpTatk", "uri": "/contracts/hzilnPpTatk#server-support", "label": "Wireless Broadband System Infrastructure Agreement (Clearwire Corp)", "score": 18.0, "published": true}, {"hash": "8FDX7C8btoG", "uri": "/contracts/8FDX7C8btoG#server-support", "label": "Wireless Broadband System Infrastructure Agreement (Clearwire Corp)", "score": 18.0, "published": true}], "hash": "1e63b436046124ebb32aacaf7cec7e35", "id": 2}, {"snippet_links": [{"key": "technical-services", "type": "definition", "offset": [28, 46]}, {"key": "server-infrastructure", "type": "clause", "offset": [72, 93]}, {"key": "the-solution", "type": "definition", "offset": [95, 107]}, {"key": "commercial-document", "type": "clause", "offset": [202, 221]}, {"key": "not-included", "type": "clause", "offset": [281, 293]}, {"key": "replacement-parts", "type": "definition", "offset": [332, 349]}, {"key": "user-training", "type": "definition", "offset": [352, 365]}, {"key": "password-management", "type": "clause", "offset": [390, 409]}, {"key": "policy-setting", "type": "clause", "offset": [414, 428]}, {"key": "software-upgrades", "type": "clause", "offset": [443, 460]}, {"key": "relocation-services", "type": "definition", "offset": [463, 482]}, {"key": "the-scope-of-services", "type": "clause", "offset": [532, 553]}, {"key": "scope-activities", "type": "clause", "offset": [561, 577]}, {"key": "hourly-rate", "type": "definition", "offset": [601, 612]}, {"key": "software-patch", "type": "definition", "offset": [707, 721]}, {"key": "services-and", "type": "clause", "offset": [817, 829]}, {"key": "performance-monitoring", "type": "clause", "offset": [848, 870]}, {"key": "remote-support", "type": "clause", "offset": [883, 897]}, {"key": "patch-management", "type": "definition", "offset": [915, 931]}, {"key": "asset-reporting", "type": "clause", "offset": [979, 994]}, {"key": "preventative-maintenance", "type": "definition", "offset": [1007, 1031]}, {"key": "application-maintenance", "type": "definition", "offset": [1038, 1061]}, {"key": "proactive-services", "type": "clause", "offset": [1156, 1174]}, {"key": "hardware-support", "type": "definition", "offset": [1247, 1263]}, {"key": "valid-service-contract", "type": "clause", "offset": [1270, 1292]}, {"key": "warranty-management", "type": "clause", "offset": [1314, 1333]}, {"key": "monthly-reporting", "type": "definition", "offset": [1336, 1353]}, {"key": "asset-status", "type": "clause", "offset": [1365, 1377]}, {"key": "call-outs", "type": "definition", "offset": [1393, 1402]}, {"key": "software-packages", "type": "clause", "offset": [1486, 1503]}, {"key": "the-definitions", "type": "definition", "offset": [1524, 1539]}, {"key": "the-customer", "type": "definition", "offset": [1692, 1704]}, {"key": "if-required", "type": "definition", "offset": [2203, 2214]}, {"key": "network-operations-center", "type": "definition", "offset": [2423, 2448]}, {"key": "cpu-usage", "type": "clause", "offset": [2522, 2531]}, {"key": "disk-space", "type": "clause", "offset": [2564, 2574]}, {"key": "related-to", "type": "clause", "offset": [2855, 2865]}, {"key": "covered-devices", "type": "definition", "offset": [2870, 2885]}, {"key": "service-desk", "type": "definition", "offset": [2978, 2990]}, {"key": "service-ticket", "type": "definition", "offset": [3009, 3023]}, {"key": "based-on", "type": "clause", "offset": [3056, 3064]}, {"key": "attempt-to-resolve", "type": "definition", "offset": [3097, 3115]}, {"key": "the-issue", "type": "clause", "offset": [3116, 3125]}, {"key": "level-2", "type": "definition", "offset": [3150, 3157]}, {"key": "level-3", "type": "definition", "offset": [3164, 3171]}, {"key": "as-required", "type": "clause", "offset": [3182, 3193]}, {"key": "the-day", "type": "definition", "offset": [3274, 3281]}, {"key": "operating-system", "type": "clause", "offset": [3301, 3317]}, {"key": "the-current", "type": "clause", "offset": [3355, 3366]}, {"key": "maintenance-windows", "type": "clause", "offset": [3367, 3386]}, {"key": "and-procedures", "type": "clause", "offset": [3387, 3401]}, {"key": "right-to-alter", "type": "clause", "offset": [3436, 3450]}, {"key": "group-1", "type": "clause", "offset": [3514, 3521]}, {"key": "day-of", "type": "clause", "offset": [3569, 3575]}, {"key": "group-2", "type": "definition", "offset": [3689, 3696]}, {"key": "will-work", "type": "clause", "offset": [4214, 4223]}, {"key": "to-determine", "type": "definition", "offset": [4233, 4245]}, {"key": "customer-server", "type": "definition", "offset": [4321, 4336]}, {"key": "security-and", "type": "clause", "offset": [4411, 4423]}, {"key": "managed-software", "type": "definition", "offset": [4445, 4461]}, {"key": "types-of", "type": "clause", "offset": [4524, 4532]}, {"key": "test-equipment", "type": "clause", "offset": [4577, 4591]}, {"key": "days-after", "type": "definition", "offset": [4644, 4654]}, {"key": "supported-os", "type": "definition", "offset": [4684, 4696]}, {"key": "party-software", "type": "clause", "offset": [4722, 4736]}, {"key": "subject-to-change", "type": "clause", "offset": [4751, 4768]}, {"key": "a-list", "type": "definition", "offset": [4769, 4775]}, {"key": "on-request", "type": "definition", "offset": [4789, 4799]}, {"key": "software-licenses", "type": "definition", "offset": [5024, 5041]}, {"key": "assets-included", "type": "clause", "offset": [5044, 5059]}, {"key": "in-the-contract", "type": "clause", "offset": [5060, 5075]}, {"key": "current-status", "type": "clause", "offset": [5090, 5104]}, {"key": "on-a-quarterly-basis", "type": "definition", "offset": [5141, 5161]}, {"key": "customer-contact", "type": "clause", "offset": [5218, 5234]}, {"key": "executive-summary-report", "type": "definition", "offset": [5238, 5262]}, {"key": "maintenance-required", "type": "clause", "offset": [5369, 5389]}, {"key": "to-maintain", "type": "clause", "offset": [5390, 5401]}, {"key": "operation-of", "type": "clause", "offset": [5412, 5424]}, {"key": "windows-update", "type": "clause", "offset": [5574, 5588]}, {"key": "event-log", "type": "definition", "offset": [5632, 5641]}, {"key": "monthly-maintenance", "type": "clause", "offset": [5788, 5807]}, {"key": "business-critical", "type": "definition", "offset": [5826, 5843]}, {"key": "active-directory", "type": "clause", "offset": [5893, 5909]}, {"key": "database-integrity", "type": "clause", "offset": [5987, 6005]}, {"key": "clean-up", "type": "definition", "offset": [6046, 6054]}, {"key": "exchange-maintenance", "type": "clause", "offset": [6149, 6169]}, {"key": "exchange-message", "type": "clause", "offset": [6260, 6276]}, {"key": "provide-a", "type": "definition", "offset": [6695, 6704]}, {"key": "where-required", "type": "clause", "offset": [6725, 6739]}, {"key": "best-efforts", "type": "clause", "offset": [6751, 6763]}, {"key": "day-rates", "type": "clause", "offset": [6852, 6861]}, {"key": "business-is", "type": "definition", "offset": [7010, 7021]}, {"key": "software-updates", "type": "definition", "offset": [7141, 7157]}, {"key": "the-installation", "type": "clause", "offset": [7231, 7247]}, {"key": "please-note", "type": "definition", "offset": [7285, 7296]}, {"key": "removal-of", "type": "definition", "offset": [7305, 7315]}, {"key": "status-monitoring", "type": "clause", "offset": [7421, 7438]}, {"key": "recovery-of", "type": "clause", "offset": [7606, 7617]}, {"key": "vulnerability-scan", "type": "clause", "offset": [7724, 7742]}, {"key": "quarterly-report", "type": "clause", "offset": [7833, 7849]}, {"key": "consist-of", "type": "clause", "offset": [7855, 7865]}, {"key": "actions-taken", "type": "clause", "offset": [7920, 7933]}, {"key": "regulatory-report", "type": "definition", "offset": [7974, 7991]}, {"key": "required-hardware", "type": "clause", "offset": [8020, 8037]}, {"key": "support-contract", "type": "definition", "offset": [8213, 8229]}, {"key": "warranty-periods", "type": "clause", "offset": [8322, 8338]}, {"key": "existing-hardware", "type": "clause", "offset": [8342, 8359]}, {"key": "purchase-of", "type": "clause", "offset": [8382, 8393]}, {"key": "new-contracts", "type": "definition", "offset": [8394, 8407]}, {"key": "reporting-to", "type": "definition", "offset": [8482, 8494]}, {"key": "named-customer", "type": "definition", "offset": [8497, 8511]}, {"key": "the-asset", "type": "clause", "offset": [8533, 8542]}, {"key": "status-of", "type": "clause", "offset": [8553, 8562]}, {"key": "managed-devices", "type": "clause", "offset": [8567, 8582]}, {"key": "sample-reports", "type": "clause", "offset": [8584, 8598]}, {"key": "service-requests", "type": "definition", "offset": [8726, 8742]}, {"key": "other-customers", "type": "definition", "offset": [8818, 8833]}], "snippet": "This document describes the technical services delivered to support the server infrastructure. The solution is available three tiers:- - Server - Monitoring - Server - Proactive - Server - Managed Your commercial document will state which is applicable. The following services are not included in the Server plan: \u2022 All hardware or replacement parts \u2022 User Training, permissions approvals, password management and policy setting \u2022 Hardware or software upgrades \u2022 Relocation services \u2022 Any unexpected item not explicitly included in the scope of services Out of scope activities will be billed at CSUK hourly rate\n3.1 Server \u2013 Monitoring includes the following services \u2022 AV Software & Patch Monitoring \u2022 OS Software Patch Monitoring \u2022 Basic Hardware Monitoring\n3.2 Server - Proactive includes the Server \u2013 Monitoring services and adds:- \u2022 Advanced Performance Monitoring \u2022 Unlimited Remote Support \u2022 OS & 3rd party patch management \u2022 Internet, Email & Network Issues \u2022 License & Asset Reporting \u2022 Scheduled Preventative Maintenance \u2022 Key Application Maintenance \u2022 Advice over telephone available for any IT needs\n3.3 Server - Managed includes the Server - Proactive services and adds:- \u2022 Managed Anti-Virus \u2022 Managed Backup \u2022 Managed Compliance \u2022 Hardware support where valid service contract with vendor exists \u2022 Warranty Management \u2022 Monthly Reporting on Patch & Asset Status \u2022 Preferential call outs & Ticket allocation AV Software & Patch Monitoring Monitoring of certain antivirus software packages and patch level. If the definitions have not been updated or the patch status is 7 days out of date or there are critical patches that have not been applied an incident will be raised and the customer notified. OS Software Patch Monitoring Monitoring of Windows & Linux OS\u2019s and patch level. If the OS has not been updated and is 7 days out of date or there is a critical OS service not running for more than an hour an incident will be raised and the customer notified. Basic Hardware Monitoring CSUK monitors the health of your Server and identifies issues that may impact its performance. Identified issues will be categorized by severity and an incident will be raised and the customer notified if required Advanced Performance Monitoring CSUK monitors the health of your server and identifies issues that may impact that server\u2019s performance. Identified issues will be categorized by severity and escalated to our Network Operations Center for resolution. Services monitored include: Scan Interval Warning Failed CPU Usage 15 Minutes 80% - 95% 90% - 100% Disk Space 15 Minutes 96% - 98% 99% - 100% Disk I/O 15 Minutes Memory Utilization 15 Minutes 80% - 95% 90% - 100% Patch Status 15 Minutes 1 \u2013 4 Missing Critical Patches 5+ Missing Critical Patches Connectivity 5 Minutes N/A No Connectivity Unlimited Remote support CSUK will remediate issue related to the covered devices, identified either via monitoring & notification, or those initiated through contacting the Service Desk. In both cases, a service ticket will be created and prioritized based on severity. The service desk will attempt to resolve the issue remotely, escalating to level 2, then level 3 engineers as required. OS & 3rd Party Patch Management CSUK will scan Servers periodically throughout the day to identify if the operating system or installed programs need patching. The current maintenance windows and procedures are as follows, CSUK reserves the right to alter the following procedure and schedule as required: Host Servers Group 1: Patch Installation: 2:00 AM and 8:00 PM every day of every month. Patch Pre-Download: Immediately Patch Reboot Prompt: 3:00 AM every day of every month. Host Servers Group 2: Patch Installation: 1:00 AM and 09:00 PM every day of every month. Patch Pre-Download: Immediately Patch Reboot Prompt: 2:00 AM every day of every month. Server Group 1: Patch Installation: 3:00 AM and 11:00 PM every day of every month. Patch Pre-Download: Immediately Patch Reboot Prompt: 4:00 AM every day of every month. Server Group 2: Patch Installation: 4:00 AM and 7:00 PM every day of every month. Patch Pre-Download: Immediately Patch Reboot Prompt: 5:00 AM every day of every month. During onboarding CSUK will work with you to determine which servers will be in which group. Where possible CSUK will configure a customer server to cache patches locally to reduce the amount of download bandwidth used. Security and Critical patches for managed software are installed at the earliest possible opportunity. All other types of patch are tested by CSUK on agreed customer test equipment before roll out and would normally be deployed 2-15 days after release. CSUK will patch all supported OS\u2019s and 30+ vendors of 3rd party software, as these are subject to change a list is available on request. Internet, Email & Network Issues CSUK will investigate Sever Email and Server Networking issues where needed and detail where escalation is required if CSUK don\u2019t supply the service. License & Asset Reporting We will audit software licenses & assets included in the contract; reporting on current status, changes, and potential violations. On a quarterly basis, the following reports will be delivered to the Primary Customer Contact: \u2022 Executive Summary Report \u2022 Hardware Asset Report \u2022 Software License Report Scheduled Preventative Maintenance Regular preventative maintenance required to maintain the basic operation of windows servers, including: \u2022 Windows Patch Management \u2022 3rd Party Patch Management \u2022 Test Shared Folder Availability \u2022 Disk Defragmentation \u2022 Clean Windows Update Cache \u2022 Sync Time with DC \u2022 Backup Windows Event Log \u2022 Delete Temp Files \u2022 Empty Recycle Bin \u2022 Backup Registry \u2022 Clear RDP Client History \u2022 Remove Wallpaper \u2022 Disable SCA Key Application Maintenance Monthly maintenance will delivered to business critical server applications, including SQL, Exchange and Active Directory. SQL Maintenance \u2022 Reorganizing, Rebuilding or Defragmenting Indexes \u2022 Check Database Integrity \u2022 Shrink Database \u2022 Update Statistics \u2022 Clean Up History \u2022 Backup Database (Full, Differential or Transaction Logs) \u2022 Maintenance Cleanup Task Exchange Maintenance \u2022 Query for disconnected mailboxes option of Purge \u2022 Query for largest mailboxes (size) \u2022 Exchange Message Queues \u2022 Verify Public Folder Replication \u2022 Modify Database Size Limits \u2022 Defragment Exchange Database \u2022 Disable circular logging (for backup/restoration purposes) \u2022 E-Mail RBL Checks (pull public IP and check existence on RBL lists) Active Directory Maintenance \u2022 Get Disabled AD Objects \u2022 Get Locked AD Objects \u2022 Get Expired AD Objects \u2022 Purge empty groups Advice over telephone available for any IT needs CSUK will provide a virtual CIO service where required, this is a best efforts service and is remote only. If onsite presence is required, this is charged at standard day rates Managed Anti-Virus CSUKs integrated Anti-Virus solution allows our NOC to actively monitor, manage, and update deployed devices, ensuring that your business is protected and secure. Managed Anti-Virus includes \u2022 Signature updates \u2022 Status & Threat monitoring \u2022 Scheduled scans \u2022 Software updates \u2022 Quarterly Status & Threat reporting \u2022 Remediation of issues preventing the installation or performance of Managed Anti-Virus Please note, manual removal of malware/virus infection is not included and will be billed at CSUKs hourly rate. Managed Backup \u2022 Backup status monitoring \u2022 Quarterly backup test \u2022 Quarterly backup reporting \u2022 Remediation of issues preventing the installation or performance of Managed Backup Please note, restoration and recovery of a backup is not included and will be billed at CSUK\u2019s hourly rate. Managed Compliance CSUK will perform a vulnerability scan on a quarterly basis, designed to identify any potential security threats that may exist. Quarterly report will consist of: \u2022 Summary of identified vulnerabilities \u2022 Summary of actions taken to resolve identified vulnerabilities \u2022 Regulatory report for HIPAA, SOX, GLB, PCI as required Hardware support where valid service contract with vendor exists CSUK will liaise with Hardware Vendors if support is required. The customer is expected to maintain their own hardware support contract if this is desired. Warranty Management CSUK will provide reporting and recommendation when warranty periods on existing hardware expire and manage the purchase of new contracts if requested. Monthly Reporting on Patch & Asset Status CSUK will provide reporting to a named customer contact that details the asset and patch status of all managed devices, sample reports are available on request. Preferential call outs & Ticket allocation CSUK will prioritise Normal and Informational tickets and service requests from Server-Managed customers above Normal and Informational requests from other customers. This does not affect SLA times.", "size": 2, "samples": [{"hash": "7BaXNzD7uty", "uri": "/contracts/7BaXNzD7uty#server-support", "label": "Service Agreement", "score": 29.5936125352, "published": true}], "hash": "8f3a95c456e02be236932c89bacb7385", "id": 3}, {"snippet_links": [{"key": "file-transfer-protocol", "type": "definition", "offset": [66, 88]}, {"key": "ip-phone", "type": "definition", "offset": [102, 110]}], "snippet": "Implement and maintain a server (e.g., for Cisco, a TFTP (trivial file transfer protocol) server) for IP phone configuration support.", "size": 1, "samples": [{"hash": "ihEZEfKkVNx", "uri": "/contracts/ihEZEfKkVNx#server-support", "label": "Managed Wan Service Agreement", "score": 22.2005475702, "published": true}], "hash": "e86106da39c6c52c18d30fb98de84e24", "id": 4}, {"snippet_links": [{"key": "of-customers", "type": "clause", "offset": [79, 91]}, {"key": "party-vendors", "type": "clause", "offset": [105, 118]}], "snippet": "Standard and custom-built Microsoft Windows servers to meet the specific needs of customers and/or third-party vendors.", "size": 1, "samples": [{"hash": "gfW0SoUCdxC", "uri": "/contracts/gfW0SoUCdxC#server-support", "label": "Interlocal Agreement", "score": 28.7231296447, "published": true}], "hash": "7db4e2f1b88b5241e1d0b9a450b68b2e", "id": 5}, {"snippet_links": [{"key": "server-instance", "type": "definition", "offset": [32, 47]}, {"key": "service-agreement", "type": "clause", "offset": [120, 137]}, {"key": "regular-reports", "type": "clause", "offset": [150, 165]}, {"key": "will-provide", "type": "clause", "offset": [170, 182]}, {"key": "software-and-hardware", "type": "clause", "offset": [187, 208]}, {"key": "by-client", "type": "clause", "offset": [235, 244]}, {"key": "emergency-calls", "type": "clause", "offset": [259, 274]}, {"key": "complete-outage", "type": "definition", "offset": [276, 291]}, {"key": "the-office", "type": "clause", "offset": [319, 329]}, {"key": "an-emergency", "type": "clause", "offset": [437, 449]}], "snippet": "This service is provided on per server instance basis (physical or virtual) CF will monitor all servers included in the Service Agreement and produce regular reports. CF will provide OS, software and hardware configuration as required by client\u2019s operations. Emergency calls (complete outage of service) can be made to the office number +\u2587\u2587 \u2587\u2587\u2587\u2587\u2587 \u2587\u2587\u2587 \u2587\u2587\u2587 and will receive a response within 4 hours. Charges will apply if the call is not an emergency.", "size": 1, "samples": [{"hash": "imzzfc39saM", "uri": "/contracts/imzzfc39saM#server-support", "label": "Service Agreement", "score": 23.549659786, "published": true}], "hash": "a95750ba868dbbe707b2409c61bce2be", "id": 6}, {"snippet_links": [{"key": "file-system", "type": "definition", "offset": [123, 134]}, {"key": "installation-of", "type": "clause", "offset": [216, 231]}, {"key": "upgrades-and-patches", "type": "clause", "offset": [235, 255]}, {"key": "support-center", "type": "definition", "offset": [365, 379]}, {"key": "backup-policy", "type": "clause", "offset": [462, 475]}, {"key": "contractor-to", "type": "clause", "offset": [569, 582]}, {"key": "site-engineers", "type": "clause", "offset": [628, 642]}, {"key": "a-specialist", "type": "clause", "offset": [673, 685]}, {"key": "the-problem", "type": "clause", "offset": [704, 715]}], "snippet": "2.3.1. Resolving server problems like system \u201ehang\u201f, hard disk crash, etc.\n2.3.2. Creating new file systems and correcting file system inconsistencies.\n2.3.3. Creating / modifying / deleting users and groups.\n2.3.4. Installation of OS upgrades and patches, as and when provided by the respective supplier/OEM.\n2.3.5. Escalating unresolved problems to the technical support center / Contractor for ensuring resolution.\n2.3.6. Perform backup operations as per the backup policy. Also record and generate reports on backup activity.\n2.3.7. It is the responsibility of the Contractor to resolve any server related problem if the on-site engineers could not resolve and require a specialist help in resolving the problem.\n2.3.8. OS hardening.", "size": 1, "samples": [{"hash": "cB40npKqLWW", "uri": "/contracts/cB40npKqLWW#server-support", "label": "Facility Management and Comprehensive Maintenance Contract Service", "score": 23.5503080082, "published": true}], "hash": "bf113dbc2a9aa3870d0b3da017451bba", "id": 7}, {"snippet_links": [{"key": "this-contract", "type": "clause", "offset": [68, 81]}, {"key": "dedicated-support", "type": "clause", "offset": [83, 100]}, {"key": "subject-to-the", "type": "definition", "offset": [104, 118]}, {"key": "support-policies", "type": "definition", "offset": [119, 135]}], "snippet": "Unlimited phone, email, and web based support is included free with this contract. Dedicated support is subject to the support policies as referenced on our homepage.", "size": 1, "samples": [{"hash": "7R3QsPtvRv", "uri": "/contracts/7R3QsPtvRv#server-support", "label": "Dedicated Machine Service Agreement", "score": 19.3038478014, "published": true}], "hash": "9d0417f273a959f0864b6f7b7ef81094", "id": 8}, {"snippet_links": [{"key": "data-required", "type": "clause", "offset": [76, 89]}, {"key": "operations-of-buyer", "type": "clause", "offset": [125, 144]}, {"key": "gas-facilities", "type": "definition", "offset": [236, 250]}, {"key": "system-monitoring", "type": "clause", "offset": [284, 301]}, {"key": "suburban-propane", "type": "definition", "offset": [356, 372]}, {"key": "peripheral-equipment", "type": "clause", "offset": [405, 425]}, {"key": "property-of-buyer", "type": "clause", "offset": [627, 644]}, {"key": "all-utilities", "type": "clause", "offset": [646, 659]}, {"key": "seller-will", "type": "clause", "offset": [809, 820]}, {"key": "right-to", "type": "definition", "offset": [832, 840]}, {"key": "peripheral-device", "type": "definition", "offset": [881, 898]}, {"key": "of-seller", "type": "clause", "offset": [899, 908]}, {"key": "licensed-software", "type": "clause", "offset": [918, 935]}, {"key": "not-limited", "type": "clause", "offset": [949, 960]}, {"key": "operating-systems", "type": "clause", "offset": [965, 982]}, {"key": "data-bases", "type": "clause", "offset": [984, 994]}, {"key": "confidential-data", "type": "definition", "offset": [1024, 1041]}, {"key": "monitoring-tools", "type": "clause", "offset": [1089, 1105]}, {"key": "escorted-access", "type": "definition", "offset": [1114, 1129]}, {"key": "by-seller-to-buyer", "type": "clause", "offset": [1147, 1165]}, {"key": "security-areas", "type": "definition", "offset": [1181, 1195]}, {"key": "general-office", "type": "clause", "offset": [1203, 1217]}, {"key": "service-center", "type": "clause", "offset": [1241, 1255]}, {"key": "seller-facilities", "type": "definition", "offset": [1282, 1299]}, {"key": "for-buyer", "type": "clause", "offset": [1320, 1329]}], "snippet": "Access will be provided to the following applications and all corresponding data required for the normal and ordinary course operations of Buyer while such data or applications reside in Seller\u2019s computing environment(s): ECIS, Avenir, Gas Facilities Database (GFD), Gas Distribution System Monitoring (SCADA) System, Gas Choice, Gas Connect, Metretek and Suburban Propane. \u2022 Physical servers and related peripheral equipment supporting the following applications: ECIS, Avenir, Gas Facilities Database (GFD), Gas Distribution System Monitoring (SCADA) System, Gas Choice, Gas Connect, Metretek and Suburban Propane become the property of Buyer. All utilities on I series servers, required to support applications on these servers, will become the property of Buyer. Except for the I series server utilities, Seller will retain the right to purge each and every related server and peripheral device of Seller-owned or licensed software related, but not limited, to operating systems, data bases, telecommunication networks, confidential data, utilities, security applications, performance monitoring tools, etc. \u2022 Escorted access will be provided by Seller to Buyer to access high-security areas in the General Office datacenter, the Lehigh Service Center (LSC) datacenter or other Seller facilities as may be necessary for Buyer to disconnect, remove and transport servers and related peripheral equipment which will become Buyer\u2019s property.", "size": 1, "samples": [{"hash": "7JW8G9YYIKn", "uri": "/contracts/7JW8G9YYIKn#server-support", "label": "Transition Services Agreement (Ugi Utilities Inc)", "score": 19.0, "published": true}], "hash": "5db9e5e14d04dcb77831bbb4d6bc23ca", "id": 9}, {"snippet_links": [{"key": "customer-will", "type": "clause", "offset": [0, 13]}, {"key": "availability-of", "type": "clause", "offset": [48, 63]}, {"key": "network-connectivity", "type": "definition", "offset": [106, 126]}, {"key": "server-equipment", "type": "definition", "offset": [152, 168]}, {"key": "system-performance", "type": "clause", "offset": [218, 236]}, {"key": "operating-system", "type": "clause", "offset": [257, 273]}, {"key": "host-system", "type": "definition", "offset": [292, 303]}], "snippet": "Customer will ensure the proper functioning and availability of (i) Customer\u2019s side of station and server network connectivity, (ii) Customer- provided server equipment, and (iii) server-based, non-application related system performance and downtime, e.g., operating system, database issues, host system etc.", "size": 1, "samples": [{"hash": "9KKBmsAuUSz", "uri": "/contracts/9KKBmsAuUSz#server-support", "label": "General Terms and Conditions", "score": 34.8353769365, "published": true}], "hash": "10956924c92f9aae0ae950df0005afd9", "id": 10}], "next_curs": "ClcSUWoVc35sYXdpbnNpZGVyY29udHJhY3RzcjMLEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2IhdzZXJ2ZXItc3VwcG9ydCMwMDAwMDAwYQyiAQJlbhgAIAA=", "clause": {"children": [["service-fee", "Service Fee"], ["cancellation", "Cancellation"], ["miscellaneous-fees", "Miscellaneous Fees"], ["breach", "Breach"], ["support-services", "Support Services"]], "title": "Server Support", "size": 18, "parents": [["counterparts", "COUNTERPARTS"], ["hardware-support", "HARDWARE SUPPORT"], ["platform-architecture", "PLATFORM ARCHITECTURE"], ["facility-management-services", "Facility Management Services"], ["warranties-and-disclaimers", "Warranties and Disclaimers"]], "id": "server-support", "related": [["customer-support", "Customer Support", "Customer Support"], ["child-support", "Child Support", "Child Support"], ["services-and-support", "Services and Support", "Services and Support"], ["customer-support-and-closing", "Customer Support and Closing", "Customer Support and Closing"], ["program-manager", "Program Manager", "Program Manager"]], "related_snippets": [], "updated": "2025-07-07T12:37:39+00:00"}, "json": true, "cursor": ""}}