Technical and Customer Support. 9.1 VGCS shall be responsible for dealing with all First Line Customer inquiries concerning the Content. The Company authorises VGCS to refer any Second Line Customer support inquiries to the Company’s nominated Relevant Contacts for technical matters.
Technical and Customer Support. Early Impact shall provide technical and customer support only as set forth in Exhibit B attached hereto and incorporated herein.
Technical and Customer Support. Programmer shall provide live master control and customer service support for the Service on a 24-hour, seven-day-a-week basis throughout the Term.
Technical and Customer Support. Subject to the terms of this Agreement, Company agrees to provide Customer the Technical Support and Customer Support Services in accordance with the Service Level Terms attached hereto as Exhibit A.
Technical and Customer Support. 7.1 Vodafone shall provide First Line Customer Support in respect of the Content and the Content Provider shall provide Second Line Customer Support in respect of the Content. The Content Provider authorises Vodafone to refer any Second Line Customer support inquiries to the Content Provider's nominated Relevant Contacts.
Technical and Customer Support. Two levels of support should be planned to handle both business and technical “issue” related support inquiries. For business related questions, end users should first raise their issues to the City system administrator(s). These individuals are considered to be application champion(s) and will be equipped to answer questions related to feature functionality and business processes. In the event users are having technical difficulties or experiencing application issues, City should identify one staff member who can work in conjunction with Xxxxx support engineers to resolve technical issues. To this end, during implementation and post-deployment, a resource from both Xxxxx and the City will be identified as primary support contacts. All support related inquiries and communication will be routed through these contacts to streamline and create consistency in the support process. The Xxxxx support contact will work with the designated City support resource to understand, document (email accepted), and create an action plan for issue resolution. Xxxxx’x standard support services for the term of the contract include support hours for assistance via telephone from 8 am to 5 pm Eastern Standard Time. Up to 8 hours of support annually is included as part of the Common Point licensing. Upon City submitting a technical support issue either by phone or email, Xxxxx will respond within 24 hours to City’s primary support contact to review the issue and inform City of the plan of action for resolution. In order to maintain a record of all technical support issues, requests and resolutions, Xxxxx Common Point 360 comes standard with a “Help Desk Feature” which will be used to record and track all technical support issues. The standard support services Xxxxx provides during the term of the contract does not include onsite support services. Should a technical support issue occur that Xxxxx needs to be able to view the application from a specific end user’s perspective, Xxxxx will conduct a web sharing session in order to resolve the issue. If a technical support issue is submitted that requires a modification or a fix to the system Xxxxx will make every reasonable effort to deploy the update within 72 hours of receiving the issue as long as City is available to confirm and validate the issue and resolution approach. Xxxxx’x standard support services are meant to provide our clients with easy access to report system technical issues and a quick time to resolution in order to...
Technical and Customer Support. The PDP must provide a technical support number to the Program Administrator for use during normal business hours (8am to 5pm Pacific time, Monday through Friday, except holidays) to help resolve any data availability, format or corruption issues, communication problems, server access problems, or other technical issues. Within those normal business hours, the PDP must respond to Program Administrator requests within two business days with a status report and plan for correcting the issues. The PDP must also provide a customer support number to respond to customer inquiries within two business days from the initial customer contact. Program Administrators will have the discretion to set deadlines for the resolution of data transfer problems/issues.
Technical and Customer Support
