Support Service Definition Sample Clauses

Support Service Definition. The table below outlines the support services provided as a part of this agreement. Hosting Services The Service Provider shall provide hosting services through its preferred hosting partner, Microsoft Azure, or any other such partner as may be chosen by the Service Provider at its sole discretion. Application Administration Services Management of the Application Software provided under this agreement will be the responsibility of the Service Provider. Software Maintenance and Upgrade Services The Service Provider will provide software maintenance and upgrade services to the Client in respect of standard features of the Software forming a part of the Services under this agreement. Application and Data Recovery Services The Service Provider will provide the following Recovery Services in line with the response times defined within this schedule: • Hosting Infrastructure and environment recovery processes. • Application recovery processes. Client Help Desk Services Client assistance and help desk services • Online Ticketing and Support System • Remote assistance using Remote tools • Planned or Emergency On-site assistance (extra costs and response times apply) • Regular system health checks Contact with end-users will be coordinated by and through the Client’s staff. The Client shall assign Support Contacts for the project.