Common use of Support Availability Clause in Contracts

Support Availability. 16.1. Where the Customer has 3rd Party suppliers involved with their Customer IT Network it is the responsibility of the Customer to provide the Supplier with all relevant contact details and authority to deal with these 3rd Party Suppliers on behalf of the Customer. Failure to provide this information could limit the Support provided to the Customer. the Supplier cannot be held responsible where this information has not been provided and a Customer support issue remains unresolved. 16.2. Planned maintenance (e.g. Server re-boots) can be scheduled for Out of Hours Periods at no extra cost to Customers with a support agreement that provides for such. Otherwise, all planned maintenance will take place within the Monday to Friday normal working day Support Hours. 16.3. When an On-Site Support visit is required, it will take place in accordance with the Response and Acknowledgement Times available within the SLA within this agreement. Consequently there is no guarantee that an On-site Support visit will commence immediately at the start of the next standard hours period (9.00AM). 16.4. Due to heavy road traffic and other unforeseen travelling difficulties the Supplier cannot guarantee an On-Site visit will start at the specified time and cannot be held responsible if an On-Site engineer arrives late at the customer site.

Support Availability. 16.1. 16.1 Where the Customer has 3rd Party suppliers involved with their Customer IT Network it is the responsibility of the Customer to provide the Supplier AUC with all relevant contact details and authority to deal with these 3rd Party Suppliers on behalf of the Customer. Failure to provide this information could limit the Support theSupport provided to the Customer. the Supplier AUC cannot be held responsible where this information has not been provided and a Customer support issue remains unresolved. 16.2. 16.2 Planned maintenance (e.g. Server re-boots) can be scheduled for Out of Hours Periods at no extra cost to Customers with a support agreement that provides for such. Otherwise, Otherwise all planned maintenance will take place within the Monday to Friday normal working day Support Hours. 16.3. 16.3 When an On-Site Support visit is required, it will take place in accordance with the Response and Acknowledgement Times available within the SLA within this agreement. Consequently there is no guarantee that an On-site Support visit will commence immediately at the start of the next standard hours period (9.00AM). 16.4. 16.4 Due to heavy road traffic and other unforeseen travelling difficulties the Supplier AUC cannot guarantee an On-Site visit will start at the specified time and cannot be held responsible if an On-Site engineer arrives late at the customer site.