Support Desk and Services Sample Clauses

Support Desk and Services. Vendor will provide CPS a designated service contact with a tracking number used until the incident report is closed. Incident reports are characterized, tracked and responded to as follows: Environment Priority Tech Response Time Maximum Resolution Time Production High 15 minutes 4 hours Production Medium 15 minutes 8 hours Production Low 15 minutes 24 hours Development/Tes t High 15 minutes 8 hours Development/Tes t Medium 15 minutes 12 hours Development/Tes t Low 15 minutes 24 hours ● RESOLUTION TIME. Resolution Time means the maximum elapsed time during PHOs for Vendor to either remedy the problem or determine the resolution process, if the problem is not within the control of Vendor. For instance, hosted Software errors may require a remedy provided by the Software Vendor that is beyond the control of the Vendor. Implementation of Software patches is conducted by Vendor in a controlled process and will be accomplished when made available by the Software Vendor and then as quickly and safely as practical during the scheduled change control windows. The Vendor should respond to 100% of all issues and tickets according to the metrics approved for the service. The Vendor will provide a determined Service Credit if responses to support falls below a metric, which should be tracked via ticket.
Sample 1
AutoNDA by SimpleDocs
Support Desk and Services. Vendor will provide CPS a designated service contact with a tracking number used until the incident report is closed. Incident reports are characterized, tracked and responded to as follows: Environment Priority Tech Response Time Maximum Resolution Time Production High 15 minutes 4 hours Production Medium 15 minutes 8 hours Production Low 15 minutes 24 hours Development/Test High 15 minutes 8 hours Development/Test Medium 15 minutes 12 hours Development/Test Low 15 minutes 24 hours
Sample 1
Support Desk and Services. The Proposer will provide CPS a designated service contact with a tracking number used until the incident report is closed. Incident reports are characterized, tracked, and responded to as follows: App Environment Priority Tech Response Time Maximum Resolution Time Production High 15 minutes 4 hours Production Medium 15 minutes 8 hours Production Low 15 minutes 24 hours Development/Test High 15 minutes 8 hours Development/Test Medium 15 minutes 12 hours Development/Test Low 15 minutes 24 hours 15. Resolution Time. Resolution Time is defined as the maximum elapsed time during PHOs for the Proposer to remedy the problem or determine the resolution process if the problem is not within the control of the Proposer. For instance, hosted software errors may require a remedy provided by the software provider that is beyond the control of the Proposer. Implementation of software patches is conducted by the Proposer in a controlled process and will be accomplished when made available by the software provider and then as quickly and safely as practical during the scheduled change control windows. The Proposer shall respond to 100% of all issues, with tickets according to the metrics approved for the service. The Proposer will provide a determined “Service Credit”, as defined below if responses to support falls below a metric, which shall be tracked via ticket or technology service monitoring tool.
Sample 1

Related to Support Desk and Services

  • Support and Services ISD and HC agree to the following conditions:

  • Maintenance and Support Services As long as you are not using the Help Desk as a substitute for our training services on the Tyler Software, and you timely pay your maintenance and support fees, we will, consistent with our then-current Support Call Process:

  • Support and Maintenance Services Information about Teradici’s support and maintenance for the Licensed Product may be found at xxxxx://xxxx.xxxxxxxx.xxx.

  • Support Services HP’s support services will be described in the applicable Supporting Material, which will cover the description of HP’s offering, eligibility requirements, service limitations and Customer responsibilities, as well as the Customer systems supported.

  • Maintenance Services Subject to Client’s timely payment of the applicable maintenance fees, Accenture will make available the following maintenance services (“Maintenance Services”):

  • Hospice Services Services are available for a Member whose Attending Physician has determined the Member's illness will result in a remaining life span of six months or less.

  • Online Services Microsoft warrants that each Online Service will perform in accordance with the applicable SLA during Customer’s use. Customer’s remedies for breach of this warranty are in the SLA. The remedies above are Customer’s sole remedies for breach of the warranties in this section. Customer waives any breach of warranty claims not made during the warranty period.

  • Verizon Operations Support Systems Verizon systems for pre- ordering, ordering, provisioning, maintenance and repair, and billing.

  • Technical Support Services 2.1 The technical support services (the "Services"): Party A agrees to provide to Party B the relevant services requested by Party B, which are specified in Exhibit 1 attached hereto ("Exhibit 1").

  • Cloud Services If You would like to deploy Cloud Services, We grant You and Your Affiliates a non-exclusive, non-transferable, worldwide right to authorize individuals solely within Your and Your Affiliates’ organization (“Users”) to access or exchange data via the Cloud Services during the Term (as defined in Section 8 below), but only for Your own internal business purposes and subject to the terms and conditions of this Agreement and terms associated with the specific Cloud Services contained in the Order and applicable schedule(s). We are not responsible for web pages or servers that are not owned or controlled by Us, even if linked to (including via application programming interfaces) the Cloud Service. We do not endorse any sites on the Internet that are linked through the Cloud Service; such links are provided to You and your Users only as a convenience. In addition, certain third-party providers of ancillary software, hardware or services may require Your agreement to additional or different licence or other terms prior to Your or Your Users’ use of or access to such software, hardware or services. Cloud Services offerings may include a limited-use subscription to on- premise Software as described in the applicable schedule(s), and use of such Software must comply with all licence terms. Under no circumstances may the Cloud Services be used for any illegal or illicit purpose in any geography where the Cloud Services are used. You must: (i) protect the secrecy of Your authorized user IDs and passwords; (ii) notify Us immediately of any unauthorized use of any user ID or password or any other known or suspected breach of security; and (iii) report to Us immediately and use reasonable efforts to stop any copying or distribution of content not authorized by Us. You agree that anyone who inputs a valid user ID and password will be deemed an appropriate User unless and until You notify Us otherwise in writing. Any individual User who has violated this Section may have its account suspended.

Time is Money Join Law Insider Premium to draft better contracts faster.