Service and Support Window Sample Clauses

Service and Support Window. Support Window Production environment Day of the week (Closing days of the eHealth platform) Monday Tuesday Wednesday Thursday Friday Saturday Sunday 00:00 – 07:00 07:00 – 08:00 08:00 – 16:30 16:30 – 19:00 19:00 – 20:00 20:00 – 24:00 Legend Timeslots for which the eHealth Call Center is available for the End-Users with a second line support for Infrastructure (HW, OS, Middleware and DB) Timeslots for which the eHealth Call Center is available for the End-Users with a second line support, including application support. Timeslots for which the eHealth Call Center is unavailable for the End-Users. The End-User will have the possibility to record a voice message or send a web request that will be treated on the next working day. Day period Support for eHealth Basic Services in production environment - reference 3.1 Contact information. The default Service and Support Window is: Support for eHealth Services in Acceptance/Integration environments - reference 3.1 Contact information The default Support Window is: Support Window Acceptance and Test environments Day of the week (Closing days of Service Provider = Sunday) Monday Tuesday Wednesday Thursday Friday Saturday Sunday Day period 00:00 – 07:00 07:00 – 9:00 09:00 – 16:30 16:30 – 19:00 19:00 – 21:00 21:00 – 24:00 Service Window and Support Window (default or other) will be specified in each separate SLA. Maintenance Window will also be specified in each SLA. Changes on the production environment can only be performed during the Maintenance Window, unless specified otherwise.
Sample 1
AutoNDA by SimpleDocs
Service and Support Window. Support for eHealth Basic Services in Production environment The default Service and Support Window is : Support Window Production environment Day of the week (Closing days of eHealth = Sunday) Monday Tuesday Wednesday Thursday Friday Saturday Sunday Day period 00:00 – 07:00 07:00 – 08:00 08:00 – 16:30 16:30 – 19:00 19:00 – 20:00 20:00 – 24:00 Support for eHealth Services in Acceptance/Integration environments The default Support Window is: Support Window Acceptance and Test environments Day of the week (Closing days of Service Provider = Sunday) Monday Tuesday Wednesday Thursday Friday Saturday Sunday Day period 00:00 – 07:00 07:00 – 9:00 09:00 – 16:30 16:30 – 19:00 19:00 – 21:00 21:00 – 24:00 Legend Timeslots for which the eHealth Call Center is available for the End-Users with a second line support for Infrastructure (HW, OS, Middleware and DB) Timeslots for which the eHealth Call Center is available for the End-Users with a second line support, including Application Support. Timeslots for which the eHealth Call Center is unavailable for the End-Users. The End-User will have the possibility to record a voice message or send a web request that will be treated the next Working day. 0:00 7:00 8:00 16:30 17:30 20:00 24:00 Following chart illustrates the relations between Service Window, Support Window, Working hours and their related deliverables and/or KPI’s Service Request: Voice mail E-mail Contact Form Monitoring solution: hours hours Incident Re P01 = 4 P02 = 4 Incident Resolution: P01 = 4 hours P02 = 4 hours Working hours Business & Integration Support Stand-by Working hours Technical teams Stand-by Stand-by Support Window Supervision (on-site hours) Stand-by Service Request: Phone E-mail Contact Form Monitoring ) hours Support Window Contact Center (on-site Availability KPI Performance KPI Service Window Incident Resolution: P01 = 1 hour P02 = 2 hours Service Request: Voice mail E-mail Contact Form Monitoring Remark: P01 Incidents logged between 5:00am and 8:00am on working days will be resolved by 9:00am and P02 Incidents logged between 6:00am and 8:00am on working days will be resolved by 10:00am • Service Window and Support Window (default or other) will be specified in each separate SLA. • Maintenance Window will also be specified in each SLA. • Changes on the Production environment can only be performed during the Maintenance Window, unless specified otherwise and agreed upon by both parties. • Changes & release requiring modifications to the Co...
Sample 1

Related to Service and Support Window

  • Service and Support 1. Brainlab shall be responsible for providing service and support for the Brainlab Technology in all Fields of Use. Brainlab shall be responsible for providing Xxxxx 0 and Level 2 service and support to customers for Products sold by Brainlab in the Therapeutic Delivery Field of Use and for Integrated Products sold by Brainlab in the MR Guided Stereotactic Placement Field of Use. Level 1 support shall include onsite training, help desk services, reseller interfacing, problem isolation and diagnosis, and Level 2 support shall include loading bug fixes, patches, and minor repair services. To the extent relating to SurgiVision Technology, SurgiVision shall provide Level 3 support, which shall include backup support services to assist Brainlab in meeting Level 1 and Level 2 support obligations by addressing certain technical support issues that are beyond the scope of Brainlab’s expertise. Brainlab will pay SurgiVision for Xxxxx 0 support services at standard rates as described in Appendix C, provided that such services were not required for Co-Development and Distribution Agreement between SurgiVision, Inc. and Brainlab Aktiengesellschaft CONFIDENTIAL warranty repair as contemplated in section X.3 below. Appendix C may be changed from time to time, as appropriate upon the mutual agreement of Brainlab and SurgiVision. SurgiVision will provide spare parts and other items for service to Brainlab at a price equal to [***]. Brainlab reserves the right to offer service packages to the end customer at its discretion.

  • Services and Support 1.1 In exchange for your continued compliance with this Agreement, and any modification to this Agreement made by Intuit in accordance with Sections A.11, you shall have access to the Software/Subscription in accordance with the following provisions:

  • Maintenance and Support Services As long as you are not using the Help Desk as a substitute for our training services on the Tyler Software, and you timely pay your maintenance and support fees, we will, consistent with our then-current Support Call Process:

  • Software Maintenance and Support If You purchase Software Maintenance and Support for the Software, the Software Maintenance and Support will be provided as described in Kofax’s then current Software Maintenance and Support Agreement, available at xxxx://xxx.xxxxx.xxx/legal/SMSA, and which is incorporated herein by this reference. If You are active and current on Software Maintenance and Support, You may request reconfigurations of the Software subject to Your payment of Kofax’s then current standard rates for such reconfigurations. Kofax will have no liability to You arising from or related to Your cessation of Software Maintenance and Support, whether from Your failure to timely renew Software Maintenance and Support or otherwise. If You elect to reinstate Software Maintenance and Support following expiration of the Software Maintenance and Support for whatever reason, You will (a) pay a reinstatement fee equal to the sum of the current annual Software Maintenance and Support fees, any unpaid Software Maintenance and Support fees from the date of expiration to the date of reinstatement, and an amount equal to one additional year of Software Maintenance and Support fees, and (b) apply all upgrades, enhancements and new releases to the Software needed to bring Your Software current with Kofax’s most current supported version of the Software. Software Maintenance and Support pricing will increase for renewal terms by an amount not to exceed 5% of the prior year term fee, provided that increases associated with additional software license purchases, if any, will be incorporated into the base for the purpose of calculation of each annual increase.

  • Maintenance and Support For so long as you timely pay your SaaS Fees according to the Invoicing and Payment Policy, then in addition to the terms set forth in the SLA and the Support Call Process, we will:

  • Training and Support Through the Solution, the Contractor shall provide all consulting, training, and support to the Customer and FL[DS] to ensure successful implementation of the Solution and ongoing support as necessary and as defined by FL[DS] to include, but not be limited to:

  • Long Term Services and Supports (LTSS) means services and supports (including for example PCA services and home care nursing services) provided to Enrollees of all ages who have functional limitations and/or chronic illnesses, that have the primary purpose of supporting the ability of the Enrollee to live or work in the setting of their choice, which may include the Enrollee's home, a worksite, a provider-owned or controlled residential setting, a nursing facility, or other institutional setting.

  • Service Outline 3.1 The pharmacist will:

  • Purchase Order Flip via Ariba Network (AN) The online process allows suppliers to submit invoices via the AN for catalog and non- catalog goods and services. Contractors have the ability to create an invoice directly from their Inbox in their AN account by simply “flipping” the purchase order into an invoice. This option does not require any special software or technical capabilities. For the purposes of this section, the Contractor warrants and represents that it is authorized and empowered to and hereby grants the State and the third-party provider of MFMP the right and license to use, reproduce, transmit, distribute, and publicly display within the system the information outlined above. In addition, the Contractor warrants and represents that it is authorized and empowered to and hereby grants the State and the third-party provider the right and license to reproduce and display within the system the Contractor’s trademarks, system marks, logos, trade dress, or other branding designation that identifies the products made available by the Contractor under the Contract.

  • Extended Support Services As long as funding is available (through FFFS, etc.), the district will provide the following supportive services for individuals who are eligible under the TANF Services 200% of poverty eligibility guidelines: Services listed in the supportive services attachment are provided to TANF, SNAP and 200% eligible individuals.

Time is Money Join Law Insider Premium to draft better contracts faster.