Service Scope. Business Services apply to a single corresponding registered Covered Product. Purchasers of Business Services receive a 2 year limited business warranty (see VIVE Enterprise Business Limited Warranty here for details), starting from the original purchase date of your Covered Product. Business Services include expedited usage technical support, expedited customer care services and VIVE online resources as set forth in these Terms and Conditions and (xxx.xxxx.xxx/xxxxxxx).
Service Scope. The following Services are covered by this Agreement; o Manned telephone support o Monitored email support o Remote assistance using Remote Desktop and a Virtual Private Network where available o Planned or Emergency Onsite assistance (extra costs apply) o Monthly system health check
Service Scope. This schedule governs your obligations for SCA when using the following Cash Management Services:
Service Scope. The following Services are covered by this Agreement;
Service Scope. Centre will provide Customer with the following IT Services: Centre Assist - Servers Monitoring Only Basic X Professional Elite Support & Monitoring Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Backup Monitoring and Administration N Y Y Y Drive Space & Event Log Monitoring Y Y Y Y Service Availability Monitoring Y Y Y Y Database & Critical Applications N Y Y Y Microsoft Exchange N Y Y Y Printer Management N Y Y Y Maintenance Microsoft Patch Management Y Y Y Y Log File Maintenance N Y Y Y Reporting Asset Management N Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Security Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y User Account Administrator N Y Y Y File Sharing N Y Y Y Security Administration N Y Y Y Centre Assist - PC Monitoring Only Basic X Professional Elite Support & Monitoring Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Local Areas Only) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Microsoft Application Support N Y Y Y Specialty Application Support N Y Y Y Mobile Device Support N Y Y Y Maintenance Software & Patch Management N Y Y Y Microsoft Patch Management Y Y Y Y Reporting Asset Management Y Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Security Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y Centre Assist - Network Monitoring Only Basic X Professional Elite Support & Monitoring Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Uptime/Connectivity Monitoring Y Y Y Y ISP Management Y Y Y Y Router Management N Y Y Y Firewall Management N Y Y Y VPN Management N Y Y Y Switch Management N Y Y Y Network Peripheral Management N Y Y Y Wireless Access Points N Y Y Y Maintenance Backup & Recovery of Device Configurations N Y Y Y Firmware Updates N Y Y Y 3.2. Service Term The term of this SLA will coincide with the SSA Term defined on the SSA. In the event the Agreement is not timely terminated by either Party ninety (90) days prior to the end of the SSA Term, the Agreement shall automatically renew for subsequent one year terms unless terminated in accordance with Sec...
Service Scope. The following services are covered by this SLA:
Service Scope. According to the service agreement between Party A and users, provide after-sales services such as door-to-door delivery, installation, commissioning, maintenance and warranty.
Service Scope. Obtain and review site survey for each site and confirm readiness. Resolve any open issues to complete site readiness. Develop site specific installation procedures. Coordinate and finalize scheduling of: * All involved NetWolves, Customer and third party personnel. * Shipping and receipt of equipment at each site. * Physical implementation of the equipment. * Testing and certification of installed equipment in accordance with the test script. * Site sign-off by Customer's site representative.
Service Scope. Determine scope of work to be performed, including scheduling and pricing. Coordinate necessary services or materials to facilitate the change (equipment, software, telecommunications, etc.). Identify resources to perform the change (NetWolves, Customer, and/or third-party personnel). Schedule and coordinate execution of the change. Execute the change and test, as applicable.
Service Scope. This SLA will define the requirements, boundaries and service levels between UNM IT and Customers to successfully utilize the Department Web Hosting service. Service’s highlighted features as part of this agreement include: Web-Hosting o Users are provisioned an initial storage allocation to host web content free-of-charge. Initial storage allocation is defined under Boundaries of Services and Features. Additional storage space can be requested at costs; o Each User is provided an SFTP account to publish website content from applications or sources that include but are not limited to: Cascade Server, SFTP clients, or other HTML editors; o Privacy and integrity of exchanged data is protected with SSL, and hosted websites and web applications are accessible via HTTPS; o Users are granted access to an online self-service control panel to manage many aspects of their web hosted environment. Hostnames o Users are allowed to have multiple hostnames per account. Each hostname links a new domain name to a subdirectory of the account's public html (document root) directory. Metrics & Logs o The Awstats interface displays traffic statistics from the Advanced Web Statistics (AWStats) software, which compiles information about how visitors access the hosted websites; o The Errors interface displays recent errors that may affect the hosted websites and web applications. Users can use this log to find and fix broken links and misconfigured websites and web applications; o The Raw Access feature allows Users to download a zipped version of their access logs. Raw access logs are text files that contain information about the hosted websites’ visitors and the content that they have accessed. Email Relay o The Track Delivery interface displays reports about email message delivery attempts from Users’ account and allows Users to trace message delivery routes. Users can use this feature to trace a message's delivery route, which can help to identify message delivery issues within web applications. Other features and additional details are available under the Department Web Hosting service in our UNM IT Service Catalog, xxxx://xx.xxx.xxx/servicecatalog. In addition, UNM IT provides infrastructure, staff, and processes including: Friendly, courteous and efficient service; Support services via UNM IT Service Desk; Prompt referral of any inquiries/complaints to the appropriate responsible team; System operations, administration and network connections; Web access...
