Support Times definition
Examples of Support Times in a sentence
HEARTLAND will provide CUSTOMER with reasonable Help Desk assistance during the Support Times regarding the installation and implementation of the Subscription, and the identification, diagnosis and correction of Errors.
These are not critical for resolution nor have any impact on the business process 0-24hrs 0-48hrs Standard Business Hours Priority Definition Response Times Resolution Times Service Support Times 1 Emergency Mission Critical Incident.
CUSTOMER shall designate one employee and one alternate as its Support Contacts to be generally available during the Support Times to confer with HEARTLAND regarding Errors and other support-related issues.
CUSTOMER shall designate one employee and one alternate as its Enhancement Request Contacts to be generally available during the Support Times to confer with HEARTLAND regarding details for the enhancement requests.
An Incident which has the following impact: • Impact to Client is being collected, but no known service levels or Client outputs from the Solution are in danger of being missed within the next 72 hours • Solution is highly operational, although anomalies have been noted • A portion of the application is inoperable or compromised, however key deliverables are not at risk 2 business days FIS personnel will address the Incident as promptly as possible during Support Times.
Customer shall designate one employee and one alternate as its "Support Contacts" to be generally available during the Support Times to confer with IWL regarding Errors and other support-related issues.
Customer shall designate one employee and one alternate (that may be changed at the customer’s discretion) as its "Support Contacts" to be generally available during the Support Times to confer with ALLIANCE regarding Errors and other support-related issues.
For the sake of clarity, if FIS elects, in its discretion, to provide support from more than one (1) Nominated Support Location in order to support Client during the Support Times, this will be at no additional cost to Client.
We will use reasonable commercial efforts to communicate with you, by telephone, e-mail, fax or our website, regarding Errors that you report to us during the Support Times; for purposes of this Agreement, a "response" means our acknowledgment of an Error, and does not necessarily mean that a resolution will be achieved.
An Incident which results in one or more of the following: 2 business days (or such time as set FIS personnel will address the Incident as promptly as possible during Support Times.