{"component": "definition", "props": {"groups": [{"size": 5, "snippet_links": [{"key": "telephone-call", "type": "definition", "offset": [8, 22]}, {"key": "email-notification", "type": "definition", "offset": [26, 44]}, {"key": "in-respect-of", "type": "clause", "offset": [73, 86]}, {"key": "severity-1", "type": "clause", "offset": [89, 99]}, {"key": "severity-2", "type": "definition", "offset": [101, 111]}, {"key": "severity-3", "type": "definition", "offset": [113, 123]}, {"key": "severity-4-error", "type": "definition", "offset": [127, 143]}], "samples": [{"hash": "7IOwZL1HcGe", "uri": "https://www.turbonomic.com/wp-content/uploads/2020/09/Maintenance-and-Support-Policy-Turbonomic.pdf", "label": "www.turbonomic.com", "score": 8.356605065, "published": false}, {"hash": "7LffbNjX2Q6", "uri": "https://www.turbonomic.com/wp-content/uploads/2019/11/Maintenance-guidelines-1.pdf", "label": "www.turbonomic.com", "score": 8.3073237509, "published": false}, {"hash": "idLKV2zMncK", "uri": "http://archive.turbonomic.com/wp-content/uploads/docs/Maintenance-guidelines.pdf", "label": "archive.turbonomic.com", "score": 6.3045859001, "published": false}], "snippet": "means a telephone call or email notification from Licensee to Turbonomic in respect of a Severity 1, Severity 2, Severity 3 or Severity 4 Error.", "hash": "f66eff2c34ade044e5cad6f737e7e89c", "id": 1}, {"size": 3, "snippet_links": [{"key": "assistance-to", "type": "clause", "offset": [17, 30]}, {"key": "a-person", "type": "clause", "offset": [31, 39]}, {"key": "relating-to", "type": "definition", "offset": [62, 73]}, {"key": "the-software", "type": "definition", "offset": [74, 86]}, {"key": "hosting-services", "type": "definition", "offset": [92, 108]}, {"key": "saas-services", "type": "definition", "offset": [120, 133]}, {"key": "system-administrator", "type": "clause", "offset": [135, 155]}, {"key": "responsible-for", "type": "clause", "offset": [168, 183]}, {"key": "related-issues", "type": "definition", "offset": [187, 201]}, {"key": "the-customer", "type": "clause", "offset": [209, 221]}, {"key": "underlying-systems", "type": "clause", "offset": [234, 252]}, {"key": "it-solutions", "type": "definition", "offset": [258, 270]}, {"key": "systems-and-networks", "type": "definition", "offset": [272, 292]}, {"key": "software-and-hardware", "type": "clause", "offset": [304, 325]}, {"key": "provide-the", "type": "clause", "offset": [342, 353]}, {"key": "tsi-group", "type": "definition", "offset": [403, 412]}, {"key": "third-party-solutions", "type": "clause", "offset": [416, 437]}], "samples": [{"hash": "hHfmwd9Giws", "uri": "/contracts/hHfmwd9Giws#support-call", "label": "Service Level Agreement", "score": 33.4506463732, "published": true}, {"hash": "7cAxOBjen25", "uri": "/contracts/7cAxOBjen25#support-call", "label": "Service Level Agreement", "score": 32.5746114481, "published": true}, {"hash": "6630voKorwS", "uri": "/contracts/6630voKorwS#support-call", "label": "Service Level Agreement", "score": 26.1594798084, "published": true}], "snippet": "The provision of assistance to a person in resolving an issue relating to the Software, the Hosting Services and/or the SaaS Services. System Administrator: The person responsible for IT related issues within the Customer\u2019s business. Underlying Systems: The IT solutions, systems and networks (including software and hardware) used by \u2587\u2587\u2587 to provide the Hosting Services or SaaS Services, including any TSI Group or third party solutions, systems and networks used by \u2587\u2587\u2587 to provide the Hosting Services or SaaS Services.", "hash": "c50df1dfdb857d46bfa972d88403ef1b", "id": 2}, {"size": 3, "snippet_links": [{"key": "related-to", "type": "clause", "offset": [65, 75]}, {"key": "for-distribution", "type": "clause", "offset": [195, 211]}, {"key": "requested-by", "type": "definition", "offset": [238, 250]}, {"key": "the-software-product", "type": "clause", "offset": [268, 288]}], "samples": [{"hash": "4EZ17B4f1Az", "uri": "/contracts/4EZ17B4f1Az#support-call", "label": "Software Development and Services Agreement (Biotricity Inc.)", "score": 28.4907597536, "published": true}, {"hash": "gYrjMR5puhd", "uri": "/contracts/gYrjMR5puhd#support-call", "label": "Software Development and Services Agreement (Biotricity Inc.)", "score": 27.9486652977, "published": true}, {"hash": "fuMxlNdZY2g", "uri": "/contracts/fuMxlNdZY2g#support-call", "label": "Software Development and Services Agreement (Biotricity Inc.)", "score": 27.7460643395, "published": true}], "snippet": "means any communication by IMed to CCS that alleges deficiencies related to the identity, quality, durability, reliability, safety, effectiveness, or performance of a device after it is released for distribution. This includes assistance requested by IMed in usage of the Software Product.", "hash": "e5d9e2df913eca87cb76e2c56794edf4", "id": 3}, {"size": 3, "snippet_links": [{"key": "notice-of", "type": "definition", "offset": [8, 17]}, {"key": "the-pre", "type": "clause", "offset": [43, 50]}, {"key": "registered-contact", "type": "definition", "offset": [51, 69]}, {"key": "the-designated", "type": "definition", "offset": [86, 100]}, {"key": "support-system", "type": "definition", "offset": [139, 153]}], "samples": [{"hash": "kD9scgi4BW9", "uri": "/contracts/kD9scgi4BW9#support-call", "label": "Support Agreement", "score": 35.8066846572, "published": true}, {"hash": "g4gMoUENyx7", "uri": "/contracts/g4gMoUENyx7#support-call", "label": "Support Agreement", "score": 35.2046962719, "published": true}, {"hash": "bmDCYkKgRrf", "uri": "/contracts/bmDCYkKgRrf#support-call", "label": "Support Agreement", "score": 35.2046962719, "published": true}], "snippet": "means a notice of technical incidents from the Pre-Registered Contact to Supplier via the designated method to contact including web based support system.", "hash": "5302236d9c1b19db871fe0b92c8bc29e", "id": 4}, {"size": 3, "snippet_links": [{"key": "telephone-call", "type": "definition", "offset": [8, 22]}, {"key": "email-notification", "type": "definition", "offset": [26, 44]}, {"key": "from-customer", "type": "clause", "offset": [45, 58]}, {"key": "in-respect-of", "type": "clause", "offset": [71, 84]}, {"key": "severity-1", "type": "clause", "offset": [87, 97]}, {"key": "severity-2", "type": "definition", "offset": [99, 109]}, {"key": "severity-3", "type": "definition", "offset": [111, 121]}, {"key": "severity-4-error", "type": "definition", "offset": [125, 141]}], "samples": [{"hash": "bmotOjkMT9a", "uri": "/contracts/bmotOjkMT9a#support-call", "label": "Commercial Supplier License Agreement", "score": 32.552710575, "published": true}, {"hash": "d1IygEgMZJ2", "uri": "/contracts/d1IygEgMZJ2#support-call", "label": "Bastille Master Agreement", "score": 27.1300479124, "published": true}], "snippet": "means a telephone call or email notification from Customer to Bastille in respect of a Severity 1, Severity 2, Severity 3 or Severity 4 Error.", "hash": "3ab5467d2fc657bf7558fb311edd5bcb", "id": 5}, {"size": 2, "snippet_links": [{"key": "reporting-of", "type": "clause", "offset": [10, 22]}, {"key": "incident-to", "type": "definition", "offset": [26, 37]}, {"key": "by-the-client", "type": "clause", "offset": [47, 60]}], "samples": [{"hash": "9WTgaMkFxCg", "uri": "https://www.eloquent-technologies.com/wp-content/uploads/sites/2/2024/01/Supplementary-Terms-for-the-supply-of-Hosted-Cloud-Services-Issue-2-0.pdf", "label": "www.eloquent-technologies.com", "score": 10.5345653662, "published": false}, {"hash": "1OtuccJcTqi", "uri": "https://www.eloquent-technologies.com/wp-content/uploads/sites/2/2024/01/supplementary-terms-for-the-supply-of-on-premise-end-user-it-support-services-issue-2-0.pdf", "label": "www.eloquent-technologies.com", "score": 10.5154004107, "published": false}], "snippet": "means the reporting of an Incident to Eloquent by the Client.", "hash": "5d5fd35b155d7ecc207aae16bba71863", "id": 6}, {"size": 2, "snippet_links": [], "samples": [{"hash": "84fIukhPKoQ", "uri": "/contracts/84fIukhPKoQ#support-call", "label": "Software Support Agreement", "score": 26.3456536619, "published": true}, {"hash": "rtMOg3Xm7n", "uri": "/contracts/rtMOg3Xm7n#support-call", "label": "Software Support Agreement", "score": 26.2046543463, "published": true}], "snippet": "means Support Call Category P1, P2, P3 or P4 jointly or separately.", "hash": "7ac04623c1c664b8622b580b35084804", "id": 7}, {"size": 2, "snippet_links": [{"key": "reporting-of", "type": "clause", "offset": [10, 22]}, {"key": "issue-to", "type": "clause", "offset": [26, 34]}, {"key": "by-the-customer", "type": "clause", "offset": [49, 64]}], "samples": [{"hash": "duZPU21iVRb", "uri": "https://resolutionit.com/wp-content/uploads/2022/04/Supplementary-Terms-Offshore-Cloud-Services-Issue-1_0.pdf", "label": "resolutionit.com", "score": 16.9936152256, "published": false}, {"hash": "lCA9CoRKFbe", "uri": "https://www.resolution-it.co.uk/sites/default/files/uploads/Supplementary%20Terms%20-%20Offshore%20Cloud%20Services%20Issue%201_0.pdf", "label": "www.resolution-it.co.uk", "score": 10.0061601643, "published": false}], "snippet": "means the reporting of an Issue to Resolution IT by the Customer.", "hash": "180819d705a4417e8c0cb79f67a1465d", "id": 8}, {"size": 2, "snippet_links": [{"key": "telephone-call", "type": "definition", "offset": [20, 34]}, {"key": "placement-of", "type": "definition", "offset": [38, 50]}, {"key": "support-ticket", "type": "definition", "offset": [53, 67]}, {"key": "from-customer", "type": "clause", "offset": [68, 81]}, {"key": "in-respect-of", "type": "clause", "offset": [96, 109]}, {"key": "severity-1", "type": "clause", "offset": [112, 122]}, {"key": "severity-2", "type": "definition", "offset": [124, 134]}, {"key": "severity-3-error", "type": "clause", "offset": [139, 155]}], "samples": [{"hash": "aJ7ubu4DzX8", "uri": "https://www.venture.co/wp-content/uploads/2021/10/2021-Support-Policy-20210526-FINAL.pdf", "label": "www.venture.co", "score": 10.7166324435, "published": false}, {"hash": "fnVloWpQb91", "uri": "https://www.venture.co/wp-content/uploads/2021/06/2021-Support-Policy-20210526-FINAL.pdf", "label": "www.venture.co", "score": 10.7166324435, "published": false}], "snippet": "or \u201cTicket\u201d means a telephone call or placement of a support ticket from Customer to VENTURE.co in respect of a Severity 1, Severity 2, or Severity 3 Error.", "hash": "5e525b146842d67ebb84af3a0d675118", "id": 9}, {"size": 2, "snippet_links": [{"key": "telephone-call", "type": "definition", "offset": [8, 22]}, {"key": "from-customer", "type": "clause", "offset": [54, 67]}, {"key": "in-respect-of", "type": "clause", "offset": [79, 92]}, {"key": "priority-1", "type": "definition", "offset": [95, 105]}, {"key": "priority-2", "type": "definition", "offset": [107, 117]}, {"key": "priority-3", "type": "clause", "offset": [119, 129]}, {"key": "priority-4-problem", "type": "definition", "offset": [133, 151]}], "samples": [{"hash": "4fB5aGByX7w", "uri": "/contracts/4fB5aGByX7w#support-call", "label": "Contract", "score": 26.8124572211, "published": true}], "snippet": "means a telephone call, email or website notification from Customer to Demtech in respect of a Priority 1, Priority 2, Priority 3 or Priority 4 problem.", "hash": "4b159b1fab01f26e4e2b1bf3c76ecfe9", "id": 10}], "next_curs": "ClkSU2oVc35sYXdpbnNpZGVyY29udHJhY3RzcjULEhpEZWZpbml0aW9uU25pcHBldEdyb3VwX3Y1NiIVc3VwcG9ydC1jYWxsIzAwMDAwMDBhDKIBAmVuGAAgAA==", "definition": {"title": "Support Call", "size": 39, "snippet": "means a telephone call or email notification from Licensee to Turbonomic in respect of a Severity 1, Severity 2, Severity 3 or Severity 4 Error.", "id": "support-call", "examples": ["All other support services are documented in the <strong>Support Call</strong> Process.", "Whenever you experience Downtime, you must make a <strong>support call</strong> according to the procedures outlined in the <strong>Support Call</strong> Process.", "If the Tyler Software does not perform as warranted, we will use all reasonable efforts, consistent with industry standards, to cure the Defect in accordance with the maintenance and support process set forth in Section C(9), below, the SLA and our then current <strong>Support Call</strong> Process.", "Our current <strong>Support Call</strong> Process for the Tyler Software is attached to this Exhibit C at Schedule 1.", "In order to receive relief credits, you must submit a request through one of the channels listed in our <strong>Support Call</strong> Process within fifteen days (15) of the end of the applicable quarter.", "<strong>Support Call</strong> Logging Methods Australia: 1300 653 032 or +\u2587\u2587 \u2587 \u2587\u2587\u2587\u2587 \u2587\u2587\u2587\u2587 Africa: +\u2587\u2587 \u2587\u2587 \u2587\u2587\u2587 \u2587\u2587\u2587\u2587 South America: Chile: +\u2587\u2587 \u2587 \u2587\u2587\u2587\u2587 \u2587\u2587\u2587\u2587 Peru: +\u2587\u2587 \u2587\u2587\u2587 \u2587\u2587\u2587 \u2587\u2587\u2587 Brazil: +\u2587\u2587 \u2587\u2587 \u2587\u2587\u2587\u2587 \u2587\u2587\u2587\u2587 North America: +\u2587 \u2587\u2587\u2587 \u2587\u2587\u2587 \u2587\u2587\u2587\u2587 United Kingdom: +\u2587\u2587 \u2587\u2587\u2587\u2587 \u2587\u2587\u2587 \u2587\u2587\u2587 Email: \u2587\u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587 Web: \u2587\u2587\u2587\u2587\u2587://\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587 <strong>Support Call</strong> Requirements \u2022 Users logging <strong>support calls</strong> must have attended Deswik Basic Training at a minimum.", "In order to receive relief credits, you must submit a request through one of the channels listed in our <strong>Support Call</strong> Process within fifteen days (15) of the end of the applicable month.", "If the Tyler Software does not perform as warranted, we will use all reasonable efforts, consistent with industry standards, to cure the Defect in accordance with the maintenance and support process set forth in Section C(8), below, the SLA and our then current <strong>Support Call</strong> Process.", "Maintenance and Support is available at the following Response Times: (i) <strong>Support Call</strong> (Tier 3): response time three (3) hours, patch or work-around next day, fixed or documented in next major product release (ii) <strong>Support Call</strong> (Tier 2): response time six (6) hours, patch or work-around within five days, fixed or documented in next major product release; (iii) <strong>Support Call</strong> (Tier 1): one (1) business day, problem documented and input for consideration in next major product release.", "<strong>Support Call</strong> Logging Methods Australia: Ph: +\u2587\u2587 \u2587 \u2587\u2587\u2587\u2587 \u2587\u2587\u2587\u2587 Email: \u2587\u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587 South Africa: Ph: +\u2587\u2587 \u2587\u2587 \u2587\u2587\u2587 \u2587\u2587\u2587\u2587 Email: \u2587\u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587 South America: Ph: +\u2587\u2587 \u2587 \u2587\u2587\u2587\u2587 \u2587\u2587\u2587\u2587 Email: \u2587\u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587 North America: Ph: +\u2587 \u2587\u2587\u2587 \u2587\u2587\u2587 \u2587\u2587\u2587\u2587 Email: \u2587\u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587 United Kingdom: Ph: +\u2587\u2587 \u2587\u2587\u2587\u2587 \u2587\u2587\u2587 \u2587\u2587\u2587 Email: \u2587\u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587 Web: \u2587\u2587\u2587\u2587\u2587://\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587 <strong>Support Call</strong> Requirements \u2022 Users logging <strong>support calls</strong> must have attended Deswik Basic Training at a minimum."], "related": [["support-call-process", "Support Call Process", "<strong>Support Call</strong> Process"], ["support-classes", "Support Classes", "Support Classes"], ["level-1-support", "Level 1 Support", "Level 1 Support"], ["first-level-support", "First Level Support", "First Level Support"], ["level-2-support", "Level 2 Support", "Level 2 Support"]], "related_snippets": [], "updated": "2025-07-06T21:56:50+00:00"}, "json": true, "cursor": ""}}