Support Programs. Support Programs purchased as part of a Purchased Offering will be identified in your applicable Order. Splunk will provide you the level of Support Services described under the purchased Support Program, subject to your payment of applicable Fees. “Support Programs” are the Support Programs offered by Splunk and identified here: xxxxx://xxx.xxxxxx.xxx/en_us/support-and-services/support-programs.html.
Support Programs. Technical support is not provided to You by Original Contributor under this License. You are responsible for providing technical and maintenance support services to Your customers for Your products and services.
Support Programs. 1.2.1 Platinum Support includes all of the services set forth above under Software Maintenance Service (section 1.1) and additionally:
Support Programs. Counseling services to help identify the causes of deteriorating job performance are available to employees the Human Resources Department. Employees are referred to outside agencies for assistance in problem resolution as appropriate.
Support Programs. Standard Support includes the services described in Sections 2.1 and 2.2 under the following parameters: • Technical Support (as more fully described in Section 2.5) between the hours of 8AM – 6PM EST, Monday through Friday exclusive of Fidelis holidays • Software maintenance and new releases • Hardware service with on target goal of next day service • 24x7 online web portal for case management, knowledgebase articles, and access to software and documentation Premium Support (Bronze Support for legacy Resolution1 products) • All the benefits of Standard Support • 24x7x365 access to Technical Support Engineers Premium Plus Support (Gold Support for legacy Resolution1 products) • All the benefits of Premium Support • Designated Technical Account Manager (central point of contact and advocate) up to one day per week • Regular technical reviews of cases and product use (schedule and frequency determined at Fidelis’ discretion) • Regular business reviews which may include sharing of product roadmap and strategic partnering (schedule, frequency and information sharing determined at Fidelis’ discretion) • Remote assistance for upgrades (up to two per year per supported Product) • Access to Advance Replacement program
Support Programs. (a) Platinum Support includes all of the services set forth above under Software Maintenance Service (section 2.1) and additionally: • Email, Live Chat, Web or Telephone Support. During the Support Term, FireEye shall provide Customer technical email, live chat, web or telephone support for the Products twenty-four (24) hours per day, 365 days a year. FireEye’s support technician shall only be obligated to respond to Customer’s fifteen (15) designated contacts. • FireEye shall use commercially reasonable efforts to respond to the request for support as detailed in the Initial Response Times table found at xxxxx://xxx.xxxxxxx.xxx/support/programs.html regarding use or installation of the Product that is communicated to FireEye via one of the mechanisms above to the attention of FireEye’s support engineers. • Product Return. During the term of this Agreement, Customer shall have the right to return to FireEye any defective Product subject to the limited warranty. Additionally, FireEye will fulfill the following Advance Return provisions below. • Advance Replacement. Prior to any return as to which Advance Replacement applies, Customer shall verify that said Product is defective by logging a Support request via one of the mechanisms described above and in accordance with FireEye’s RMA procedures, including providing the part number, serial number, quantity and reason for return, an explanation of all failure symptoms and other relevant information. Upon confirmation by FireEye of a defect, Customer shall obtain from FireEye an RMA number. FireEye shall ship via a recognized express courier service a replacement Product to Customer to arrive no later than next business day after FireEye’s issuance of an RMA number, provided the RMA number was issued prior to the business day cutoff time local to the defective Product, provided the replacement does not require any custom pre-configuration, and provided no external-to-FireEye circumstances prevent the delivery. The replacement Product may be a new or reconditioned Product (of equivalent or better quality) at FireEye’s sole discretion. FireEye shall pay the shipping costs to ship the replacement Product to Customer, but Customer shall bear any and all risk of loss of or damage to said Product at all times after said Product is made available by FireEye to the common carrier. The support service will transfer from the defective Product to the replacement Product. Within five (5) business days after Customer receiv...
Support Programs. Maxx Academy shall provide consulting services during the term of this Agreement. These services shall include advice on programs and systems to provide an ongoing link between Client and its franchisees, including profit and loss statements, analysis tools, and marketing and operational forms.
Support Programs. CSG may provide Customer, from time to time, new releases of the Licensed Programs containing error corrections, and minor enhancements (the "Support Programs"). CSG shall provide Customer with one copy of each new release and Customer shall install all new releases issued by CSG. CSG shall have any obligation to support only the then current release and the immediately prior release of the Licensed Programs.
Support Programs. Support to You. Technical support is not provided to You by Original Contributor under this License. You may contract for one or more support programs from Original Contributor relating to the Technology which are described on the SCSL Webpage. Customer Support. You are responsible for providing technical and maintenance support services to Your customers for Your products and services.
Support Programs. CHFS maintains a number of application systems to support other Health and Family Services programs such as Child Support, Child Care, Child Welfare, etc. These application systems were developed and implemented using different platforms such as mainframe, client/server and Web. Efforts are underway to modernize these systems as appropriate to utilize the QHI framework.
