Software Support Service. Shall consist of the following:
Software Support Service. Support service is provided by an electronic service desk system provided by TW. TW grants user accounts to Customer´s support personnel to access the service desk (authorized service desk users). Customer´s support service will contact the electronic service desk by email in case of any issues with the software. The service desk is the central media for the communication. Customer´s support personnel ensures communication with end users (First- level-support). The maintenance fee comprises a limited number of service desk accounts depending on the customer´s license count. The count of tickets in the service desk is not limited. The service desk is available round-the-clock. Incoming reports are processed during TW office hours, Monday – Friday 9-12 AM and 1-5 PM CET except on statutory and local public holidays at the headquarters of TW. Enquiries relating to the use of the software will be answered where possible within the scope of the Support Service. These enquiries are limited to the direct software functions; in particular, the Support Service does not include any advice on suitability or training for certain environments or certain purposes. User specific configurations, customizations or amendments are not covered by support service but have to be agreed upon as separate professional services. Each new service desk notification of a customer initiates a trouble-ticket with unique identification. All communication relating to this ticket will be recorded and retrievable by the ticket number. Depending on the qualification of the customer's note, TW will decide upon action and means to resolve the ticket according to the following incident resolution table: Prio Description Resolution activity Resolution time
Software Support Service. During the term of this Agreement and, provided that Developer is in compliance with the terms hereof, Company shall provide to Developer such support services as Company deems reasonably necessary to cause the Computer System to operate in accordance with the standards for the software specified from time to time by Company.
Software Support Service. 9.1 Software Support business hours: Service Software Support Service Business hours Monday – Friday 08:00 – 18:00* Table 4. Software support business hours. * Applies to work days in Switzerland
Software Support Service. 3.1 ETL shall provide Software Support Service in respect of the Eurolink Software pursuant to Section 2 of this Agreement.
Software Support Service. CUSTOMER´s support personnel ensures communication with end users (first-level-support). Second- and third- level support service is provided by an electronic service desk system provided by TRANSWARE. TRANSWARE grants user accounts to CUSTOMER´s first-level-support personnel to access the service desk (“authorized service desk users”). CUSTOMER´s support service will use electronic forms of the service desk to describe issues with the software. The service desk is the central media for the communication. The maintenance fee comprises a limited number of service desk accounts corresponding to the CUSTOMER´s LICENSE count. The count of tickets in the service desk related to a CUSTOMER´s LICENSE is not limited. The service desk is available 24/7. Incoming reports are processed during office hours, Monday – Friday 9-12 AM and 1-5 PM CET/CEST except on statutory and local public holidays at the headquarters of TRANSWARE. Enquiries relating to the use of the SOFTWARE will be answered where possible within the scope of the Support Service. These enquiries are limited to the direct SOFTWARE functions; in particular, the Support Service does not include any advice on suitability or training for certain environments or certain purposes. User specific configurations, customizations or amendments are not covered by support service but have to be agreed upon as separate professional services. Each new service desk notification of a CUSTOMER initiates a trouble-ticket with unique identification. All communication relating to this ticket will be recorded and retrievable by the ticket number. Depending on the qualification of the CUSTOMER's note, TRANSWARE will decide upon action and means to resolve the ticket according to the following incident resolution table: Prio Description Resolution activity Resolution time 1 SEVERE: Incident causing inoperative SOFTWARE or preventing use of major SOFTWARE functions Acknowledgment Less than 2 hours Incident analysis Within 24 hours Patch, temporary fix Continuous efforts until resolved Final fix Continuous efforts until resolved Communications Continuously through Business Hours
Software Support Service. The Contractor shall provide support services for all the software under this Contract including operating system.
Software Support Service. During the Agreement Term and, provided that DEVELOPER is in compliance with the terms of this Agreement, COMPANY or its designee shall provide to DEVELOPER such support services as COMPANY deems reasonably necessary to cause the Licensed Program and Support/Control Programs to perform on the Computer System in accordance with the standards therefor as specified from time to time by COMPANY. Such support services shall not extend to (a) error corrections, operational support and assistance resulting from DEVELOPER's use or operation of software which is not authorized by COMPANY for use on the Computer System, (b) software training or (c) hardware maintenance. Such support service shall include non-procedural Help Desk calls. All procedural Help Desk calls will be handled by COMPANY for an additional fee of $25 per call. 37 44
Software Support Service. During the term of this Agreement and, provided that LICENSE OWNER is in compliance with the terms of this Agreement, COMPANY or its designee shall provide to LICENSE OWNER such support services as COMPANY deems reasonably necessary to cause the Licensed Program to perform on the Computer System in accordance with the standards for the Licensed Program as specified from time to time by COMPANY, provided, however, that in no event will such support services be less than COMPANY or its designee provides to COMPANY-operated UNITS. Such support services shall not extend to error corrections, operational support and assistance resulting from LICENSE OWNER's use or operation of software which is not authorized by this Agreement for use on the Computer System, (b) software training or (c) hardware maintenance such support service shall include non- procedure Help Desk calls. All procedural Help Desk calls will be handled by COMPANY for an additional fee of $25 per call.
