Support Window Clause Samples
The Support Window clause defines the specific time periods during which support services will be available to the customer. Typically, this clause outlines the days of the week and hours of the day when technical assistance, troubleshooting, or customer service can be accessed, such as Monday through Friday from 9 AM to 5 PM. By clearly establishing when support is provided, this clause manages customer expectations and helps prevent disputes over service availability outside the agreed-upon times.
Support Window. The default support windows defined in the MSA (Chapter 5.1.1 Service, support and maintenance window) is applicable for this SLA. Monday Tuesday Wednesday Thursday Friday Saturday Sunday Day period 00:00 – 07:00 07:00 – 08:00 08:00 – 16:30 16:30 – 19:00 19:00 – 20:00 20:00 – 24:00 Legend Timeslots for which the eHealth Call Center is available for the End-Users with a second line support for Infrastructure (HW, OS, Middleware and DB). Timeslots for which the eHealth Call Center is available for the End-Users with a second line support, including Application Support. Timeslots for which the eHealth Call Center is unavailable for the End-Users. The End-User will have the possibility to record a voice message that will be treated on the next Workday. Email is available 24/24 7/7 to send question.
Support Window. The support window for the applications’ production support would be from 9.00 AM to 06.00 PM per day, 5 days a week. P1 – Critical Major impact on the operations leading to production hold up Application crashes and crashes repeatedly after restart attempts Problem due to which 500 or more users cannot access the application During Business Hours: 8 hours P2 – High Substantial impact on the operation; acceptable workaround for some period Major functionality is unavailable and impacts 200 to 499 users During 2 working Days P3 – Moderate Low impact to the operations Application issue impacting 100 to 200 users Within 10 working days P4 – Minor & Service Requests Service Requests Other minor issues 25 Working Days OR basis the analysis of the efforts required.
Support Window. Support Window Day of the week (Closing days of Service Provider = Sunday)