Service Level and Support Clause Samples
The Service Level and Support clause defines the standards and commitments regarding the quality, availability, and responsiveness of support services provided under the agreement. It typically outlines specific performance metrics such as uptime guarantees, response times for support requests, and procedures for reporting and resolving issues. By clearly establishing expectations for service delivery and support, this clause helps ensure reliable performance and provides recourse if service levels are not met, thereby protecting the interests of both parties.
Service Level and Support. Vendor shall abide by its service level commitments and maintain adequate support personnel to effectively provide assistance to District and meet its commitments under this agreement.
Service Level and Support. 3.1 Exceleron will use commercially reasonable efforts to make the System available for Customer’s access between the hours of 5:00 a.m. and 2:00 a.m. Central Time, seven (7) days a week (“Operating Hours”). Except in the case of emergencies, Exceleron will provide Customer with at least twenty-four (24) hours prior notice of downtime required during Operating Hours and will use commercially reasonable efforts to accommodate Customer’s schedule for such downtime.
3.2 The MyUsage Prepaid Software and System will operate in material conformance to the specifications set forth in Exhibit B. As Customer’s sole and exclusive remedy, Exceleron will use commercially reasonable efforts to fix any non-conformities. Customer agrees that Exceleron may, in its reasonable commercial judgment, amend Exhibit B from time to time to further detail the MyUsage Prepaid Software and System. Amendments to Exhibit B are effective upon Customer’s receipt of the revised Exhibit B. However, if: (a) the amendment would materially and adversely affect Customer, (b) Customer provides Exceleron with a written notice describing its objection to the amendment in reasonable detail within five (5) business days of the effective date of the amendment, and (c) Exceleron does not agree to waive the amendment as to Customer within five (5) business days of Customer’s notice, then Customer may terminate this Agreement without liability.
3.3 Exceleron will provide Customer with those error corrections and modifications to the MyUsage Prepaid Software that Exceleron provides without cost to its other customers that access the MyUsage Prepaid Software through the System.
3.4 Exceleron will provide telephone call-back support during Exceleron’s normal business hours to permit Customer to report problems and seek reasonable assistance in the use of the MyUsage Prepaid Software.
3.5 Exceleron will not be in default of this Agreement, or be liable in any way, to the extent the System is unavailable wholly or partly due to: (i) Customer’s failure to perform its obligations under this Agreement that affects the performance of the System; (ii) force majeure events set forth in Section 12.9; (iii) the performance of Customer’s third party telecommunications network provider(s); (iv) changes made at the request of Customer; (v) unforeseen capacity increases based on changes in Customer’s business processes for which Exceleron has not received at least thirty (30) days prior written notice from Customer; o...
Service Level and Support. Subject to Customer’s payment of the corresponding fees, Humio will use commercially reasonable efforts to make the Service available to Customer according to the service level and support terms made reference to in the corresponding Order (the “Uptime SLA”).
Service Level and Support. 3.1 Adderra will use commercially reasonable efforts to make the System available for Customer's access between the hours of 8:30 a.m. and 17:30 p.m. GMT, seven (7) days a week ("Operating Hours"). Except in the case of emergencies, Adderra will provide Customer with at least twenty-four (24) hours prior notice of downtime required during Operating Hours and will use commercially reasonable efforts to accommodate Customer's schedule for such downtime.
3.2 Adderra will operate in material conformance to the set specifications. As Customer's sole and exclusive remedy, Adderra will use commercially reasonable efforts to fix any non-conformities. Customer agrees that Adderra may, in its reasonable commercial judgment, amend specifications from time to time to further develop the Service. Changes to specification are effective upon Customer's feedback. However, if: (a) the changes would materially and adversely affect Customer, (b) Customer can provide Adderra with a written notice describing its objection to the changes in reasonable detail within five (5) business days of the effective date of the changes, and (c) Adderra does not agree to waive the changes as to Customer within five (5) business days of Customer's notice, then Customer may terminate this Agreement without liability.
3.3 Adderra will provide Customer with those error corrections and modifications to the Service that Adderra provides without cost to its other customers that access the Adderra.
3.4 Adderra will provide telephone call-back support during Adderra’s normal business hours to permit Customer to report problems and seek reasonable assistance in the use of the Service.
3.5 Adderra will not be in default of this Agreement, or be liable in any way, to the extent the System is unavailable wholly or partly due to: (i) Customer's failure to perform its obligations under this Agreement that affects the performance of the System; (ii) force majeure events; (iii) the performance of Customer's third party telecommunications network provider(s);
Service Level and Support. Vendor shall maintainadequate support personnel to effectively provide assistance to District and meet its commitmentsunder this agreement.
Service Level and Support. Arreya will use commercially reasonable efforts to make the Arreya Service available 24 hours a day, seven days a week, except for planned maintenance and unscheduled maintenance due to circumstances beyond Arreya’s control. Arreya will not have any liability to you for any downtime, whether scheduled, unscheduled, or otherwise. Arreya will endeavor to respond to customer support inquiries from you within 24 hours of initial contact excluding (weekends and holidays).
Service Level and Support. 3.1 Ascendix will use commercially reasonable efforts to cause SFDC to make the SFDC Platform available 24 hours a day, 7 days a week, except for: (a) planned downtime (of which Ascendix shall give at least 4 hours notice and which Ascendix shall use commercially reasonable efforts to schedule to the extent practicable during the weekend hours from 6:00 p.m. Pacific time Friday to 3:00 a.m. Pacific time Monday), or (b) any unavailability caused by circumstances beyond Ascendix’s or its subcontractors reasonable control, including without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems (other than those involving Ascendix employees), or Internet service provider failures or delays.
3.2 The Software will operate in material conformance to Ascendix’s published specifications. As Your sole and exclusive remedy, Ascendix will use commercially reasonable efforts to fix any non-conformities.
3.3 Ascendix will provide You with those error corrections and modifications to the Software that Ascendix provides without cost to its other customers that access the Data AMP Software through the SFDC Platform.
3.4 Ascendix will provide telephone call-back support during Ascendix’s normal business hours to permit You to report problems and seek reasonable assistance in the use of the Software.
Service Level and Support