{"component": "definition", "props": {"groups": [{"samples": [{"hash": "8atBIMSKjDE", "uri": "/contracts/8atBIMSKjDE#support-hours", "label": "Service Agreement", "score": 31.3674259186, "published": true}, {"hash": "lN1Qp92VPiU", "uri": "/contracts/lN1Qp92VPiU#support-hours", "label": "Service Agreement", "score": 31.3564777374, "published": true}, {"hash": "hDVaFw7gjxq", "uri": "/contracts/hDVaFw7gjxq#support-hours", "label": "Service Agreement", "score": 31.3564777374, "published": true}], "snippet": "means between 8:30am and 5pm during Monday to Friday excluding standard UK Bank Holidays.", "snippet_links": [{"key": "monday-to-friday", "type": "clause", "offset": [36, 52]}, {"key": "bank-holidays", "type": "clause", "offset": [75, 88]}], "size": 26, "hash": "5b12c3bb5acb053baf4d0d7a3320829f", "id": 1}, {"samples": [{"hash": "e8MCUpMlOZJ", "uri": "/contracts/e8MCUpMlOZJ#support-hours", "label": "User Agreement", "score": 35.1919898987, "published": true}, {"hash": "8bHSSoS3LXd", 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"uri": "https://www.capitaworkforcemanagement.co.uk/WFM-ProductTerms-SaaLEnglishLawVersion3.0-April2022.pdf", "label": "www.capitaworkforcemanagement.co.uk", "score": 11.1218347549, "published": false}], "snippet": "means the support hours during which Capita shall provide the Support Services, as detailed in the Service Charter.", "snippet_links": [{"key": "the-support-services", "type": "clause", "offset": [58, 78]}, {"key": "service-charter", "type": "definition", "offset": [99, 114]}], "size": 9, "hash": "2ad6862f5f272139e4cbbb9491cc7d9d", "id": 10}], "next_curs": "CloSVGoVc35sYXdpbnNpZGVyY29udHJhY3RzcjYLEhpEZWZpbml0aW9uU25pcHBldEdyb3VwX3Y1NiIWc3VwcG9ydC1ob3VycyMwMDAwMDAwYQyiAQJlbhgAIAA=", "definition": {"snippet": "means between 8:30am and 5pm during Monday to Friday excluding standard UK Bank Holidays.", "title": "Support Hours", "size": 510, "id": "support-hours", "examples": ["Licensee shall be informed at the time of a call if such call is considered an unauthorized call and Licensee shall have the opportunity to terminate the call and delay Maintenance and Support until Regular Technical <strong>Support Hours</strong> on the next business day.", "Contractor must provide Support Services for the Solution during <strong>Support Hours</strong> which will include without limitation, a point of contact to receive calls from the County for Solution problems, and the maintenance of a web-based trouble-ticketing system for providing customer support (Customer Support).", "The Supplier shall provide a Service Desk facility during the <strong>Support Hours</strong> to deal with contacts exclusively from the Authority&#x27;s Nominated Representatives.", "Licensee will not call outside of Regular Technical <strong>Support Hours</strong> for any other purpose or in any other circumstances.", "Reports of Errors outside of Regular Technical <strong>Support Hours</strong> will be made by calling \u2587\u2587\u2587\u2587\u2587\u2587&#x27;\u2587 regular telephone support number and using \u2587\u2587\u2587\u2587\u2587\u2587&#x27;\u2587 after hours paging system.", "Hyland reserves the right to notify Licensee that it is making unauthorized use of Maintenance and Support outside of Regular Technical <strong>Support Hours</strong> and to terminate the provision thereof after such notice is given, unless Licensee pays \u2587\u2587\u2587\u2587\u2587\u2587 for such continued after- hours Maintenance and Support at the rate of $187.50 per hour (with a minimum charge of one hour per call)."], "related": [["base-hours", "Base Hours", "Base Hours"], ["core-hours", "Core Hours", "Core Hours"], ["peak-hours", "Peak Hours", "Peak Hours"], ["service-hours", "Service Hours", "Service Hours"], ["on-peak-hours", "On-Peak Hours", "On-Peak Hours"]], "related_snippets": [], "updated": "2025-07-24T04:27:51+00:00"}, "json": true, "cursor": ""}}