Service Level Terms and Support Clause Samples
The Service Level Terms and Support clause defines the standards of performance and support that a service provider commits to deliver to the client. It typically outlines specific metrics such as uptime guarantees, response times for support requests, and procedures for reporting and resolving issues. By clearly establishing these expectations, the clause ensures that both parties understand the level of service to be provided and offers recourse if those standards are not met, thereby minimizing disputes and promoting accountability.
Service Level Terms and Support. 4.1 Except in relation to Third Party Software, PeopleFluent will provide technical support as stated below and as (may be) further described in the support policies on PeopleFluent online client pages (which PeopleFluent may in its sole discretion amend from time to time). This is PeopleFluent’s standard support. PeopleFluent may provide additional technical support services to the Client upon terms and charges to be agreed. Where a Reseller is providing support, such support will be provided by the Reseller on such terms as may be agreed between the Reseller and the Client.
4.2 Except in relation to Third Party Software, maintenance for the Application is included as part of the Services. Maintenance includes Application software upgrades, bug- fixes, patches, error corrections and enhancements, at no additional charge, when any of them are developed by PeopleFluent and made available, without customisation, to PeopleFluent’s clients generally at no additional cost and any such upgrades, bug fixes, patches, error corrections and enhancements shall become part of the Application, the Intellectual Property Rights in which shall remain with and vest in PeopleFluent. Any maintenance or support provided in addition to the maintenance described in this Clause 4.2 will be charged in addition, in accordance with Clause 4.1. Telephone and on-site support do not form part of Support. PeopleFluent will not be obliged to provide Support for any release of the Application other than the current release and the two immediately preceding releases. To the extent that the Application comprises or includes NetDimensions Analytics or other Third Party Software, PeopleFluent’s standard support and maintenance Services and Service Levels Terms as described herein do not apply to NetDimensions Analytics or other Third Party Software. To the extent the Client also makes use of one of more non- production instances of the Application, PeopleFluent’s standard support and maintenance Services and Service Levels Terms do not apply in relation to such more non-production instances of the Application. Any support and maintenance requests related to such non-production instances of the Application are subject to acceptance by PeopleFluent and may require additional charges as applicable.
4.3 PeopleFluent reserves the right to amend the Service Level Terms at any time upon 60 days’ written notice to the Client to the extent that such amendment is necessary to meet any ISO 27001 (or eq...
Service Level Terms and Support. 4.1 As part of the Services, PeopleFluent will provide limited maintenance and technical support as stated below and as (may be) further described in the support policies on PeopleFluent’s online client pages (which PeopleFluent may in its sole discretion amend from time to time). Telephone and on-site support do not form part of the support provided hereunder. PeopleFluent will not be obliged to provide any support for any release of the NetDimensions Analytics application in use by the Client other than the release based on the most current version of Tibco Jaspersoft Corporation’s JasperReports Server and such other releases as may be specified at its online client pages (as may be amended by PeopleFluent at its sole discretion from time to time). For the avoidance of doubt, the only support services included in standard support are as described in this Clause 4. This is PeopleFluent’s standard support for NetDimensions Analytics (“Support”). PeopleFluent may provide additional technical support services to the Client upon terms and charges to be agreed.
4.2 Subject to Clause 4.1, limited maintenance for the Application as specified below is included as part of the Services (“Maintenance”). Maintenance includes the provision of Application software upgrades, as well as major, critical bug-fixes, patches, error corrections and enhancements (so, for the avoidance of doubt, does not apply to Client scripts, contents, reports or dashboards, or to minor and/or non-critical bug- fixes, patches, error corrections and enhancements), at no additional charge, when any of them are at PeopleFluent’s sole discretion made available, without customisation, to PeopleFluent’s clients generally at no additional cost, and any such upgrades, bug fixes, patches, error corrections and enhancements shall become part of the Application, the Intellectual Property Rights in which shall remain with and vest in PeopleFluent or its licensors, as applicable. Any Application or System maintenance requested and provided in addition to or separate from the Maintenance described in this Clause 4.2 will be considered professional services work and shall be subject to a separate agreement or statement of work and additional charges shall apply. For the avoidance of doubt, any upgrade related work by PeopleFluent shall also be considered professional services work and shall be subject to a separate agreement or statement of work and additional charges shall apply.
4.3 For the avoidance of ...
Service Level Terms and Support. 4.1 PeopleFluent shall provide support in accordance with Exhibit A.
Service Level Terms and Support. 4.1 PeopleFluent will provide technical support as stated below and as (may be) further described in the support policies on PeopleFluent’s online client pages (which PeopleFluent may in its sole discretion amend from time to time). This is PeopleFluent’s standard support for the Services. PeopleFluent may provide additional technical support services to the Client upon terms and charges to be agreed. Where so granted direct access by PeopleFluent, Client shall also be entitled to raise support queries directly with the licensor of the Application (Watershed Systems, Inc.) via its support portal at ▇▇▇▇▇://▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇.▇▇▇/hc/en-us. provided that any support provided by Watershed Systems Inc. to the Client directly shall be exclusively governed by this Agreement..
4.2 Any support provided in addition to the support described in this Clause 4.2 will be charged in addition, in accordance with Clause 4.1. Telephone and on-site support do not form part of Support. PeopleFluent will not be obliged to provide Support for any release of the Application other than the current release.
4.3 PeopleFluent reserves the right to amend the Service Level Terms at any time upon 60 days’ written notice to the Client to the extent that such amendment is necessary to meet any legislative or best practice requirements, so long as the amendment does not have a material adverse effect on the Client. The Service Level Terms are limited to those events and service levels within PeopleFluent’s commercially reasonable control and do not include events or Services/services or security failures resulting from any actions or inactions of the Client or any third parties not under PeopleFluent’s direct control (including but not limited to Client or third-party equipment and internet or telecommunications providers).
4.4 PeopleFluent uses PeopleFluent Group Companies and Watershed Systems, Inc. as its subcontractors in providing the Services. The Software-as-a-Service also uses third party hosting infrastructure providers. PeopleFluent shall be responsible for the acts and omissions of its subcontractors under this Agreement, save where the Client or any Users logs a support request directly with Watershed System, Inc. through the support portal referred to in Clause 4.1. PeopleFluent shall endeavour to provide Client with 99.5% Uptime per month during Service Business Hours. Uptime is defined as the amount of time the Software-as-a-Service is available to Users and capable of pe...