Schedule 4.10 contains a correct and current list of all of the current customers of Seller solely with respect to Seller's "eSupport Essentials" product.
Maintenance and Support Services means the services provided by Contractor under Appendix F.
Service Level Agreement or SLA means the processes, deliverables, key performance indicators and performance standards relating to the Services to be provided by the Service Provider;
Service Level means the standard set forth below by which IBM measures the level of service it provides in this SLA.
Level 1 Support means qualifying and logging all Technical Support Incidents, answering technical inquiries via telephone support and email regarding the Work and performing limited diagnostic services.
Child support services means any civil, criminal or administrative action taken by the Division of