Software change request definition
Software change request means new system design to support business requirements not currently supported by ACT system functionality.
Software change request. (SCR) means a specific Customer requested enhancement to the Hosted Services System with description logged and submitted through the SCR schema in NAVITAIRE’s Internet based customer support tool (Remedy).
Software change request means new system design to support business requirements not currently supported by ACT system functionality. “Standard services” mean those Services that ACT delivers to its Customers. SCOPE OF WORK Standard services to be delivered under this Agreement are set forth in Schedule A to this Agreement. The availability, operational reliability, and response times of the Services to be delivered and disaster recovery plan are set forth in Schedule B to this Agreement. Change control procedures are set forth in Schedule C to this Agreement. PERFORMANCE, TRACKING AND REPORTING Service Delivery Monitoring The methodology to be used to monitor service delivery is set forth in Schedule D to this Agreement. Service Level Reporting The content and schedule of service level reports are set forth in Schedule E to this Agreement. Service Review Meetings Service review meetings to discuss such items as service performance levels, system issues, proposed design changes and administrative issues will be held on an as-needed-basis with ACT. Support and Help Desk Services Support and Help Desk services are set forth in Schedule F to this Agreement. To ensure timely problem resolution, a problem escalation procedure is set forth in Schedule G to this Agreement. Standard problem definitions as described in Schedule H will apply to the services provided under the terms of this Agreement. CUSTOMER DUTIES AND RESPONSIBILITIES Customer Personnel, Facilities and Resources CUSTOMER will insure that the ACT has timely access to appropriate CUSTOMER personnel and will arrange for ACT personnel to have suitable and safe access to the Customer’s facilities and systems. Additional responsibilities of both parties are included in the attachments, which are part of this Agreement.