{"component": "clause", "props": {"groups": [{"size": 15, "snippet": "3.1. Standard Support Hours: Toll-free telephone support (\u2587-\u2587\u2587\u2587-\u2587\u2587\u2587-\u2587\u2587\u2587\u2587 option #2) is available Monday thru Friday from 8:00 a.m. EST to 8:00 p.m. EST. After- hours, holiday and weekend support for Severity 1 and Severity 2 issues is available by calling \u2587-\u2587\u2587\u2587-\u2587\u2587\u2587-\u2587\u2587\u2587\u2587, option #8.", "samples": [{"hash": "8FwKS7jICEI", "uri": "/contracts/8FwKS7jICEI#support-hours", "label": "Software as a Service and Spectrum Lease Agreement", "score": 35.2534713745, "published": true}, {"hash": "1npKmaVYhXR", "uri": "/contracts/1npKmaVYhXR#support-hours", "label": "Software as a Service Agreement", "score": 31.8919849396, "published": true}, {"hash": "aVrUhK2XlmF", "uri": "/contracts/aVrUhK2XlmF#support-hours", "label": "Software as a Service Agreement", "score": 31.8837738037, "published": true}], "snippet_links": [{"key": "standard-support-hours", "type": "clause", "offset": [5, 27]}, {"key": "telephone-support", "type": "definition", "offset": [39, 56]}, {"key": "monday-thru-friday", "type": "clause", "offset": [97, 115]}, {"key": "severity-1", "type": "definition", "offset": [199, 209]}, {"key": "severity-2", "type": "definition", "offset": [214, 224]}, {"key": "available-by", "type": "definition", "offset": [235, 247]}], "hash": "f2ef92fa92eab96f9291ea33ed07fe89", "id": 2}, {"size": 29, "snippet": "Subscription to support is optional and detailed in the Statement of Works and Order Form. If you subscribe to support Email support will be provided primarily by the bookinglab support team via the bookinglab Online Support Platform. bookinglab will provide support according to the table below: Priority Level Time Description All levels Monday to Friday (excluding public holidays in the UK) 9:00am to 5:00pm (GMT) Email support will be provided by bookinglab Customer Support Helpdesk, for all Priority Levels.", "samples": [{"hash": "fUWKG9FdSMd", "uri": "/contracts/fUWKG9FdSMd#support-hours", "label": "Master Subscription Agreement (Msa)", "score": 33.304561615, "published": true}, {"hash": "kbzYB9Kqj4y", "uri": "/contracts/kbzYB9Kqj4y#support-hours", "label": "Master Subscription Agreement (Msa)", "score": 33.2627830505, "published": true}, {"hash": "ceLX5FZyvJ8", "uri": "/contracts/ceLX5FZyvJ8#support-hours", "label": "Master Subscription Agreement (Msa)", "score": 33.1387138367, "published": true}], "snippet_links": [{"key": "statement-of-works", "type": "definition", 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Contracted Users who require support after 19h00 must contact the afterhours support number as set out below. Telephone numbers: (\u2587\u2587\u2587) \u2587\u2587\u2587-\u2587\u2587\u2587\u2587 After hours: (011) 520-7900 (this number is routed to the standby staff member) In the event of an escalation contact the manager during normal business hours Senior Operations Manager Client Services on +\u2587\u2587 \u2587\u2587 \u2587\u2587\u2587 \u2587\u2587\u2587\u2587 or General Manager Client Services on +\u2587\u2587 \u2587\u2587 \u2587\u2587\u2587 \u2587\u2587\u2587\u2587", "samples": [{"hash": "9oeIajyVhix", "uri": "/contracts/9oeIajyVhix#support-hours", "label": "Service Level Agreement (Sla)", "score": 25.0168895721, "published": true}, {"hash": "i38769QeM1v", "uri": "/contracts/i38769QeM1v#support-hours", "label": "Service Level Agreement (Sla)", "score": 24.7830619812, "published": true}, {"hash": "bLCGn7FbrKZ", "uri": "/contracts/bLCGn7FbrKZ#support-hours", "label": "Limited Jse Data Agreement (Lda)", "score": 22.0075283051, "published": true}], "snippet_links": [{"key": "members-of-the", "type": "clause", "offset": [0, 14]}, {"key": "support-team", "type": "definition", "offset": [28, 40]}, {"key": "available-to", "type": "definition", "offset": [45, 57]}, {"key": "business-days", "type": "definition", "offset": [110, 123]}, {"key": "set-out", "type": "definition", "offset": [171, 178]}, {"key": "telephone-numbers", "type": "definition", "offset": [296, 313]}, {"key": "after-hours", "type": "definition", "offset": [330, 341]}, {"key": "staff-member", "type": "definition", "offset": [396, 408]}, {"key": "in-the-event-of", "type": "definition", "offset": [410, 425]}, {"key": "escalation-contact", "type": "definition", "offset": [429, 447]}, {"key": "the-manager", "type": "clause", "offset": [448, 459]}, {"key": "normal-business-hours", "type": "definition", "offset": [467, 488]}, {"key": "client-services", "type": "definition", "offset": [515, 530]}, {"key": "general-manager", "type": "definition", "offset": [553, 568]}], "hash": "aacf7a714d4f9cabb7c9fc814824e562", "id": 4}, {"size": 4, "snippet": "Flexera support staff will be available for live-answer support between the hours of 6:00 pm Sunday through 6:00 pm Friday Local Time (\u201cSupport Hours\u201d). Severity Level 1 and 2 issues must be reported by telephone. Support will be provided in English language only. \u201cLocal Time\u201d means Central Standard Time for Customers located in North America, GMT or BST for Customers located in the United Kingdom, and Central European Time for all other Customer locations.", "samples": [{"hash": "1ftpwOjDNZY", "uri": "/contracts/1ftpwOjDNZY#support-hours", "label": "Flexera One Subscription Agreement", "score": 34.6845016479, "published": true}, {"hash": "jAMmQe4X5UL", "uri": "/contracts/jAMmQe4X5UL#support-hours", "label": "Flexera One Subscription Agreement", "score": 27.3436012268, "published": true}, {"hash": "h89r6AeoSSp", "uri": "/contracts/h89r6AeoSSp#support-hours", "label": "Flexera One Subscription Agreement", "score": 27.3436012268, "published": true}], "snippet_links": [{"key": "support-staff", "type": "clause", "offset": [8, 21]}, {"key": "hours-of", "type": "clause", "offset": [76, 84]}, {"key": "local-time", "type": "clause", "offset": [123, 133]}, {"key": "severity-level-1", "type": "definition", "offset": [153, 169]}, {"key": "by-telephone", "type": "clause", "offset": [200, 212]}, {"key": "english-language-only", "type": "clause", "offset": [242, 263]}, {"key": "central-standard-time", "type": "definition", "offset": [284, 305]}, {"key": "for-customers", "type": "clause", "offset": [306, 319]}, {"key": "located-in", "type": "definition", "offset": [320, 330]}, {"key": "north-america", "type": "definition", "offset": [331, 344]}, {"key": "the-united-kingdom", "type": "clause", "offset": [382, 400]}, {"key": "central-european-time", "type": "clause", "offset": [406, 427]}, {"key": "customer-locations", "type": "definition", "offset": [442, 460]}], "hash": "ae2316914245fffa49d63bf3a3d247ac", "id": 8}, {"size": 4, "snippet": "We offer support during and after business hours.\ni) Standard Support is available via email request or phone call: Monday through Friday, 7:00 \u2587.\u2587.\u2587\u2587 5:00 p.m. (PST).\nii) After-hours Emergency Support is only available via phone call: Weekdays, 5:01 p.m. to 6:59 a.m. (PST); Weekends, 24 hours a day.", "samples": [{"hash": "5ylQ2L5WOhH", "uri": "/contracts/5ylQ2L5WOhH#support-hours", "label": "Master Service Agreement", "score": 32.5061721802, "published": true}], "snippet_links": [{"key": "business-hours", "type": "definition", "offset": [34, 48]}, {"key": "standard-support", "type": "clause", "offset": [53, 69]}, {"key": "monday-through-friday", "type": "clause", "offset": [116, 137]}, {"key": "emergency-support", "type": "clause", "offset": [184, 201]}, {"key": "a-day", "type": "definition", "offset": [295, 300]}], "hash": "b721d9058b9a626e1c8ee60568cc3acd", "id": 9}, {"size": 5, "snippet": "The business days and hours stated below will only be counted as times falling within our \u201cSupport Hours,\u201d that is, the times when phone/email support is available for the Cloud-Based Solutions. All of our Cloud-Based Solutions offer Support Hours from 8:00 am to 5:00 pm Houston, Texas time, Monday through Friday. In addition, some of our Cloud-Based Solutions offer expanded Support Hours as follows: TimeStar\u00ae and ExpensAble\u00ae: 7:00 am to 7:00 pm Houston, Texas time, Monday through Friday All Support Hours exclude our recognized holidays (New Year\u2019s Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the day after, and Christmas Day).", "samples": [{"hash": "dwGLFLaUcYf", "uri": "/contracts/dwGLFLaUcYf#support-hours", "label": "Master Services Agreement", "score": 25.283367157, "published": true}, {"hash": "7JfM9KiSXU2", "uri": "/contracts/7JfM9KiSXU2#support-hours", "label": "Master Services Agreement", "score": 25.2819976807, "published": true}, {"hash": "4Y4RajM4M78", "uri": "/contracts/4Y4RajM4M78#support-hours", "label": "Master Services Agreement", "score": 25.1834354401, "published": true}], "snippet_links": [{"key": "business-days-and-hours", "type": "clause", "offset": [4, 27]}, {"key": "email-support", "type": "definition", "offset": [137, 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a \u201cSupport Region\u201d) in the time zones listed for each:", "samples": [{"hash": "l8o7c6nFuAj", "uri": "/contracts/l8o7c6nFuAj#support-hours", "label": "Master Agreement", "score": 34.8909835815, "published": true}, {"hash": "70QcDbsyt58", "uri": "/contracts/70QcDbsyt58#support-hours", "label": "Master Subscription Agreement", "score": 34.1111297607, "published": true}, {"hash": "lmgx6eVtwAC", "uri": "/contracts/lmgx6eVtwAC#support-hours", "label": "Master Subscription Agreement", "score": 33.4004135132, "published": true}], "snippet_links": [{"key": "support-region", "type": "definition", "offset": [116, 130]}, {"key": "time-zones", "type": "clause", "offset": [140, 150]}], "hash": "2d832d841b0e95fa4da2db7f118ea811", "id": 7}], "next_curs": "ClYSUGoVc35sYXdpbnNpZGVyY29udHJhY3RzcjILEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2IhZzdXBwb3J0LWhvdXJzIzAwMDAwMDBhDKIBAmVuGAAgAA==", "clause": {"title": "Support Hours", "size": 226, "children": [["", ""], ["problem-severity-classification", "Problem Severity Classification"], ["after-hours", "After Hours"], ["dispatch", "Dispatch"], ["non-critical-support", "Non-Critical Support"]], "parents": [["general", "General"], ["jurisdiction", "Jurisdiction"], ["definitions", "Definitions"], ["miscellaneous", "Miscellaneous"], ["general-provisions", "General Provisions"]], "id": "support-hours", "related": [["shift-hours", "Shift Hours", "Shift Hours"], ["extra-hours", "Extra Hours", "Extra Hours"], ["summer-hours", "Summer Hours", "Summer Hours"], ["service-hours", "Service Hours", "Service Hours"], ["credit-hours", "Credit Hours", "Credit Hours"]], "related_snippets": [], "updated": "2026-03-25T05:30:57+00:00", "also_ask": ["What minimum and maximum support hours should be negotiated to align with business needs?", "How can response and resolution times be clearly defined within the support hours clause?", "What are the risks if support hours are ambiguous or not explicitly stated?", "How do industry standards for support hours compare, and should they be referenced?", "What factors determine if limitations on support hours are enforceable in court?"], "drafting_tip": "Specify exact support hours to prevent misunderstandings, define time zones to ensure clarity across regions, and state exceptions to avoid disputes over coverage.", "explanation": "The Support Hours clause defines the specific days and times during which support services will be available to the client. Typically, this clause outlines whether support is provided during standard business hours, on weekends, or around the clock, and may specify time zones or exceptions for holidays. By clearly establishing when support can be accessed, this clause manages client expectations and helps prevent disputes over service availability."}, "json": true, "cursor": ""}}