Incident Support Clause Samples

The Incident Support clause outlines the responsibilities and procedures for providing assistance in the event of an unexpected incident, such as a security breach, system failure, or other operational disruption. Typically, this clause specifies the types of support the service provider must offer, such as technical troubleshooting, communication with affected parties, and timely updates on incident resolution. Its core practical function is to ensure that both parties are prepared to respond effectively to incidents, minimizing downtime and mitigating potential damages.
Incident Support. During the Subscription Term, Glean will make available to Customer as part of the Service all generally available updates and bug fixes to the Service. For technical information and support regarding Customer’s use of the Service, Glean maintains a support portal which Customers may use to submit, view status, and update Support incident tickets submitted to Glean (“Incidents”). Only Incidents submitted through the Glean support portal will be eligible for the service level response times identified in this Customer SLA. While Glean may offer other communication channels for collaboration, including email, phone, or online chat, service level response times cannot be tracked accurately outside of the Glean support portal.
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Incident Support. There are three defined levels of standard incident support that the Help Desk shall provide. The District sets the initial priority of each incident reported to the Help Desk. Each incident is reviewed by pdEnroller Help Desk; the Help Desk reserves the right to adjust the priority based on all factors related to the incident. If the Help Desk adjusts the priority, the Help Desk shall contact the District and discuss the reason for the change.
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Incident Support. 5.1 Where the Membership benefits include the provision of Leatherhead’s incident support service, the Membership Proposal will set out details of the hours during which the Member is entitled to access this service and the applicable fee rates for doing so. 5.2 To use the incident support service the Member must email both ▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ and ▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ with the email subject clearly marked INCIDENT SUPPORT, and the email flagged as ‘Important / Priority’. The body of the email should contain information about the issue and contact details for the primary point of contact. 5.3 The incident support service operates between 9am – 5pm (UK time zone) Monday to Friday (excluding UK bank holidays and the Christmas/New Year period). 5.4 The target for a response by a member of the incident support team from the point of first contact is two hours (within operational hours), but is contingent upon factors such as the availability of appropriate Leatherhead personnel to respond to the enquiry. 5.5 The response given by the incident support team will not necessarily include a resolution of the issue. 5.6 Use of the incident support service will be charged at a minimum fee rate of £500 per hour (excluding VAT) with a minimum one hour fee and then logged and charged in additional one hour increments (even if such full time period has not been used) as required by the Member. 5.7 On receipt of an incident support request, the status of the Member’s membership will be validated and a PO for £5,000 (excluding VAT) requested from the Member, which the Member must provide within a timescale specified by Leatherhead. An invoice will be raised against this PO for actual hours used. If the PO is likely to be exceeded a further PO will be requested from the Member. 5.8 If a PO cannot be raised within the timescale required by Leatherhead to support the incident, the Member may alternatively use its helpline hours (if available) to pay for the incident support hours received at a multiple of 3 x helpline hours for each 1 x hour of incident support service received. The minimum time charged will be 3 helpline hours. 5.9 Leatherhead shall use reasonable endeavors to make the incident support service available during the opening hours specified above and to meet any specified target response times. However Leatherhead shall not be liable for any non-availability of the support service, any accessibility or technical problems experienced by the ...
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Incident Support. Incident support is defined under the “Service Options” section elsewhere in this agreement. No free incidents are included with this tier of service. Additional per incident support is available at hourly rates.
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Incident Support. Incident based support is available 24 hours a day, 7 days a week. This feature has a fifteen (15) minute response time. Response time is measured as the time elapsing between initial customer request and first LightEdge response to the request. Response to the service request shall be considered any attempted communication between LightEdge and the Customer relating to the service request and may not be inclusive of the successful completion of the service request. This feature is intended to support basic functionality of Device hardware and Operating System. Advanced functionality and application level support may not be available with this feature. LightEdge shall be the sole party responsible for defining which issues are unsupportable. An incident is defined as a single issue or request that the Customer requires assistance with. Multiple requests or issues within a single ticket will be treated as unique incidents. LightEdge will be responsible for notifying Customer that request will be classified as an incident. After such notification Customer has the right to request that all further troubleshooting or work on request be halted and that the ticket be closed. Tickets so closed will not be subject to further charge nor will they be counted against the included incidents in the Managed Device Support product. If the Customer does not request a halt to all troubleshooting and/or work relating to service request then Customer assumes all responsibility for the escalation of the service request to “incidental” status. Each incident shall have a maximum of one (1) hours of LightEdge time included. LightEdge reserves the right to treat each one (1) hours spent supporting an incident as a new incident. Incident support includes no warranty or representation to support beyond that which is afforded by a LightEdge representative providing advice to Customer. This includes but is not limited to hardware replacement, software replacement, vendor warranties, vendor support calls, programming assistance, project management nor additional product features.
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Incident Support. 6.1 Incidents are classified based upon the definitions outlined in the table below: Table A-2 Severity Level Definition Examples 1. Critical (System Unavailable)* (“S1”) I. Critical issue that severely impacts use of the Cloud Service.
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Incident Support. 문제점 지원. 6.1. Definitions of Incident Priorities. 문제점 우선순위 정의.
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Incident Support 
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Related to Incident Support

  • STUDENT SUPPORT SERVICES The Parties will identify and collaborate on measures to assist those students who may not be performing satisfactorily to succeed. The School will seek guidance from the College designee(s) in the areas of test preparation, tutoring, College Connection services, academic advising, and the development of an integrated support system for Students across the two institutions. Students will have access to the same or similar tutoring and other academic support as provided for other students in the School District, School and College. To promote academic success, the Parties will provide academic support services as may be needed. The School counselor and its designee will work to ensure Students receive pertinent information regarding higher education, financial assistance, and assistance waivers for tuition and fees. As needed, each Party will assist families as they complete initial application and admission requirements per the respective organizations’ processes. The School District will be responsible for non-academic counseling services and the College is authorized, but not required, to provide emergency counseling intervention services. See section 4 – Disability Support Services.

  • Product Support Partners may provide support for Products and other value-added services, and Partner is responsible for the performance of any services it provides. If Customer purchases Microsoft Support Services through a Partner, Microsoft will be responsible for the performance of those services subject to the terms of this Agreement.

  • Child Support (Applicable if the Party is a natural person, not a corporation or partnership.) Party states that, as of the date the Agreement is signed, he/she: a. is not under any obligation to pay child support; or b. is under such an obligation and is in good standing with respect to that obligation; or c. has agreed to a payment plan with the Vermont Office of Child Support Services and is in full compliance with that plan. Party makes this statement with regard to support owed to any and all children residing in Vermont. In addition, if the Party is a resident of Vermont, Party makes this statement with regard to support owed to any and all children residing in any other state or territory of the United States.

  • Included Services If any services, functions, or responsibilities not specifically described in this Agreement are an inherent, necessary, or customary part of the Services or are required for proper performance or provision of the Services in accordance with this Agreement, such services, functions, or responsibilities are deemed to be included within the scope of the Services to be delivered for the Charges, as if such services, functions, or responsibilities were specifically described in this Agreement.