{"component": "clause", "props": {"groups": [{"snippet_links": [], "size": 14, "samples": [{"hash": "iiSLiefAvPV", "uri": "/contracts/iiSLiefAvPV#support-levels", "label": "Support and Maintenance Agreement", "score": 32.28175354, "published": true}, {"hash": "cDkI2ZRAQkU", "uri": "/contracts/cDkI2ZRAQkU#support-levels", "label": "Support and Maintenance Agreement", "score": 31.9841022491, "published": true}, {"hash": "ff7k9oZ9Ht0", "uri": "/contracts/ff7k9oZ9Ht0#support-levels", "label": "Support and Maintenance Agreement", "score": 31.7178096771, "published": true}], "snippet": "The Support Levels are divided into three tiers:", "hash": "156e9535d05aab9dc98384c76e3752d0", "id": 1}, {"snippet_links": [{"key": "customer-support", "type": "clause", "offset": [10, 26]}], "size": 7, "samples": [{"hash": "gKW06OQIBB0", "uri": "/contracts/gKW06OQIBB0#support-levels", "label": "Wink Application Server License Agreement (Wink Communications Inc)", "score": 18.0, "published": true}, {"hash": "bUu1R1dNK8u", "uri": "/contracts/bUu1R1dNK8u#support-levels", "label": "Master Affiliation Agreement (Wink Communications Inc)", "score": 18.0, "published": true}, {"hash": "8zXs1iaHLXf", "uri": "/contracts/8zXs1iaHLXf#support-levels", "label": "License Agreement (Wink Communications Inc)", "score": 18.0, "published": true}], "snippet": "Levels of customer support are defined as follows:", "hash": "75bea38a69b03508ec0eb2e4bf0bedeb", "id": 2}, {"snippet_links": [{"key": "support-request", "type": "definition", "offset": [17, 32]}, {"key": "required-information", "type": "definition", "offset": [60, 80]}, {"key": "the-request", "type": "clause", "offset": [100, 111]}, {"key": "level-1", "type": "definition", "offset": [166, 173]}, {"key": "the-service", "type": "clause", "offset": [175, 186]}, {"key": "available-to", "type": "definition", "offset": [255, 267]}, {"key": "a-majority", "type": "definition", "offset": [268, 278]}, {"key": "production-system", "type": "clause", "offset": [296, 313]}, {"key": "for-example", "type": "definition", "offset": [366, 377]}, {"key": "course-content", "type": "definition", "offset": [382, 396]}, {"key": "target-response-time", "type": "clause", "offset": [481, 501]}, {"key": "level-2", "type": "definition", "offset": [513, 520]}, {"key": "significant-impairment", "type": "definition", "offset": [559, 581]}, {"key": "significant-proportion", "type": "definition", "offset": [617, 639]}, {"key": "major-area", "type": "clause", "offset": [654, 664]}, {"key": "department-of", "type": "clause", "offset": [715, 728]}, {"key": "the-courses", "type": "clause", "offset": [762, 773]}, {"key": "level-3", "type": "definition", "offset": [899, 906]}, {"key": "client-users", "type": "definition", "offset": [1016, 1028]}, {"key": "an-individual", "type": "clause", "offset": [1129, 1142]}, {"key": "not-accessible", "type": "definition", "offset": [1153, 1167]}, {"key": "severity-level-4", "type": "clause", "offset": [1300, 1316]}, {"key": "applies-to", "type": "clause", "offset": [1365, 1375]}, {"key": "initial-response", "type": "definition", "offset": [1385, 1401]}, {"key": "in-the-event", "type": "clause", "offset": [1439, 1451]}, {"key": "in-addition-to-the", "type": "clause", "offset": [1491, 1509]}, {"key": "client-shall", "type": "clause", "offset": [1526, 1538]}, {"key": "client-support", "type": "clause", "offset": [1566, 1580]}, {"key": "business-reviews", "type": "clause", "offset": [1587, 1603]}, {"key": "ssl-certificate", "type": "definition", "offset": [1615, 1630]}], "size": 6, "samples": [{"hash": "e0KtS6Hu2RJ", "uri": "/contracts/e0KtS6Hu2RJ#support-levels", "label": "Terms and Conditions", "score": 30.6300582886, "published": true}, {"hash": "9fNXvuKP6bK", "uri": "/contracts/9fNXvuKP6bK#support-levels", "label": "Terms and Conditions", "score": 30.6300582886, "published": true}, {"hash": "c5qZN9teShI", "uri": "/contracts/c5qZN9teShI#support-levels", "label": "Terms and Conditions", "score": 25.8158798218, "published": true}], "snippet": "Once a technical support request has been received, and all required information has been gathered, the request will be assigned a severity level as defined below: \uf0b7 Level 1: The SERVICE is not functioning or is materially unavailable. The SERVICE is not available to a majority of Users, or the production system is down, or all features/functions are unavailable. For example: No course content is available, no Users can login, or the administrative interface is unavailable. o Target Response Time: 2 hours \uf0b7 Level 2: The SERVICE is functioning, but with significant impairment. The SERVICE is not available to a significant proportion of Users or a major area of the SERVICE is not functioning. For example: A department of Users cannot access the SERVICE, the Courses section of the administrative interface is unavailable, or new enrollments cannot be made. o Target Response Time: 4 hours \uf0b7 Level 3: The SERVICE is functioning but with minor impairment. The SERVICE is not available to a small proportion of CLIENT Users or a specific area of the SERVICE is not functioning. For example: Certificates are not displaying, an individual report is not accessible, or enrollment emails are not sending out. o Target Response Time: 8 hours \uf0b7 Level 4: Any request that is not level 1, 2, or 3 is a severity level 4. o Target Response Time: 24 hours Response time applies to both the initial response as well as any subsequent responses. In the event that CLIENT upgrades to Elite Support, in addition to the aforementioned, CLIENT shall also receive (i) Strategic client support, (ii) business reviews, and (iii) SSL certificate for custom URL", "hash": "ec283b6346c89d780e642840663f4da9", "id": 3}, {"snippet_links": [{"key": "level-of-support", "type": "definition", "offset": [51, 67]}, {"key": "by-company", "type": "clause", "offset": [78, 88]}, {"key": "order-form", "type": "definition", "offset": [121, 131]}, {"key": "support-services", "type": "definition", "offset": [133, 149]}, {"key": "pursuant-to", "type": "clause", "offset": [167, 178]}, {"key": "appendix-a", "type": "clause", "offset": [179, 189]}, {"key": "support-sla", "type": "definition", "offset": [191, 202]}, {"key": "the-proposal", "type": "clause", "offset": [206, 218]}, {"key": "the-right", "type": "clause", "offset": [249, 258]}, {"key": "from-time-to-time", "type": "clause", "offset": [260, 277]}], "size": 4, "samples": [{"hash": "76fVBG03Z0z", "uri": "/contracts/76fVBG03Z0z#support-levels", "label": "Software License and Subscription Agreement", "score": 33.3729019165, "published": true}, {"hash": "hDzvU0XavRt", "uri": "/contracts/hDzvU0XavRt#support-levels", "label": "Software License and Subscription Agreement", "score": 30.4822406769, "published": true}, {"hash": "jZzEYCG9teD", "uri": "/contracts/jZzEYCG9teD#support-levels", "label": "Software License and Subscription Agreement", "score": 25.6762485504, "published": true}], "snippet": "Identity Automation shall provide Company with the level of support purchased by Company and specified in the applicable Order Form. Support services will be provided pursuant to Appendix A: Support SLA in the Proposal. Identity Automation reserves the right, from time to time, to modify any of the support levels offered.", "hash": "5c9f547f21ba9d2d87c65b65e2e1b2e9", "id": 4}, {"snippet_links": [{"key": "the-parties-agree-that", "type": "clause", "offset": [0, 22]}, {"key": "the-obligations", "type": "clause", "offset": [23, 38]}, {"key": "related-to", "type": "definition", "offset": [39, 49]}, {"key": "services-for", "type": "clause", "offset": [75, 87]}, {"key": "the-products", "type": "clause", "offset": [88, 100]}, {"key": "the-case", "type": "definition", "offset": [198, 206]}, {"key": "support-level", "type": "definition", "offset": [255, 268]}], "size": 3, "samples": [{"hash": "4bm3yXhBAtJ", "uri": "/contracts/4bm3yXhBAtJ#support-levels", "label": "Evbox Partner Sales Terms", "score": 32.2981338501, "published": true}, {"hash": "8OM3wQkQJjX", "uri": "/contracts/8OM3wQkQJjX#support-levels", "label": "Evbox Partner Sales Terms", "score": 32.0734901428, "published": true}, {"hash": "3RnoMZuaQ2X", 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After 7/1/00, First Level Support can be defined as a \"pool\" of Company representatives who handle the majority of End- User inquiries and support requests. Responsibilities involved in first level support can be generally defined as follows: support request creation and maintenance, verify priority and severity information, search technical documentation for all known issues and possible matches, document all customer interactions, close support requests, escalate to second level support, if necessary. First level support shall also include coordination of account registration and testing and ongoing account monitoring and maintenance. Company's service representatives shall answer service inquiries as \"DellBizNet\".\n(2) Second Level Support. Second Level Support can be defined as a \"pool\" of Company representatives who maintain specialized skills and are at a different organizational level than the first level support group. Skills not available in the first level are transferred to the second level, where more specialized skills and an increased technical depth exist. Responsibilities involved in second level support can be generally defined as follows: ensure quality of information provided to first level representatives, manage relationship with first level representative, verify information received in escalated support requests, analyze support request to identify specific issues, create and maintain new trouble reports, create interim and final resolutions as necessary. Second Level Support should be sufficient to resolve any End-User need. In the event, the Second Level Support cannot correct or answer an inquiry at the time of inquiry, the Second Level Support shall respond to the End-User in accordance with Section 3 below. Company's service representatives shall answer service inquiries as \"DellBizNet\".", "hash": "8e7b7050d0b07dbcc00af160e0e75b24", "id": 7}, {"snippet_links": [{"key": "target-response-times", "type": "clause", "offset": [41, 62]}, {"key": "target-resolution-times", "type": "clause", "offset": [68, 91]}, {"key": "incident-resolution", "type": "clause", "offset": [96, 115]}], "size": 3, "samples": [{"hash": "ehTWSugbngm", "uri": "/contracts/ehTWSugbngm#support-levels", "label": "Mercatus Platform and Services Terms and Conditions", "score": 26.4620132446, "published": true}, {"hash": "fYjvb93regY", "uri": "/contracts/fYjvb93regY#support-levels", "label": "Mercatus Platform and Services Terms and Conditions", "score": 26.2032852173, "published": true}, {"hash": "gv3dhbrb5ai", "uri": "/contracts/gv3dhbrb5ai#support-levels", "label": "Mercatus Platform and Services Terms and Conditions", "score": 26.1334705353, "published": true}], "snippet": "The below identifies the priority codes, target response times, and target resolution times for incident resolution in this SLC:", "hash": "2751267025a539e030cd52cd7987be5e", "id": 8}, {"snippet_links": [{"key": "support-personnel", "type": "definition", "offset": [0, 17]}, {"key": "respond-to", "type": "definition", "offset": [23, 33]}, {"key": "support-ticket", "type": "definition", "offset": [50, 64]}, {"key": "in-accordance-with", "type": "definition", "offset": [65, 83]}, {"key": "online-ticket", "type": "definition", "offset": [109, 122]}, {"key": "phone-support", "type": "clause", "offset": [135, 148]}, {"key": "severity-level-1", "type": "definition", "offset": [149, 165]}, {"key": "severity-levels", "type": "definition", "offset": [172, 187]}, {"key": "designated-support-contacts", "type": "clause", "offset": [264, 291]}, {"key": "response-times", "type": "definition", "offset": [319, 333]}, {"key": "frequency-response", "type": "clause", "offset": [341, 359]}, {"key": "severity-level-3", "type": "definition", "offset": [383, 399]}, {"key": "business-days", "type": "clause", "offset": [402, 415]}, {"key": "severity-level-4", "type": "clause", "offset": [464, 480]}], "size": 3, "samples": [{"hash": "dUYu2Amj7TM", "uri": "/contracts/dUYu2Amj7TM#support-levels", "label": "Master Subscription Agreement", "score": 26.8494186401, "published": true}, {"hash": "RmyjLLKxpZ", "uri": "/contracts/RmyjLLKxpZ#support-levels", "label": "Master Subscription Agreement", "score": 26.8494186401, "published": true}, {"hash": "3aYfkTHMpSG", "uri": "/contracts/3aYfkTHMpSG#support-levels", "label": "Master Subscription Agreement", "score": 26.8494186401, "published": true}], "snippet": "Support personnel will respond to and update each support ticket in accordance with the following timelines. 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The Service is not available to many Users, or the production system is down, or all features/functions are unavailable. 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It typically outlines the types of support available, such as basic, standard, or premium, and details the response times, hours of availability, and escalation procedures associated with each level. By clearly delineating these support commitments, the clause ensures that both parties have a mutual understanding of service expectations and helps prevent disputes over the adequacy or timeliness of support provided."}, "json": true, "cursor": ""}}