Support & Maintenance. The Cloud Service include online support and phone support. Cisco will respond as set forth in the table below and may require information from you to resolve service issues. You agree to provide the information requested and understand that a delay in providing the information to Cisco may delay resolution and response time. Online Support allows access for support and troubleshooting via online tools, email and web case submission only. No telephone access is provided. Case severity or escalation guidelines are not applicable. Cisco will respond to a submitted case no later than the next business day during standard business hours. Phone Support provides Cisco Technical Assistance Center (TAC) access 24 hours per day, 7 days per week to assist by telephone, or web case submission and online tools with use and troubleshooting issues. Cisco will respond within one (1) hour for Severity 1 and 2 calls received. For Severity 3 and 4 calls, Xxxxx will respond no later than the next business day. You will also have access to Xxxxx.xxx, which provides helpful technical and general information about Cisco products, as well as access to Cisco's on-line knowledge base and forums. Please note that access restrictions identified by Cisco from time to time may apply. For the licensed Software version, Cisco will provide (i) work-around solutions or patches to reported problems and (ii) major, minor and maintenance releases of the licensed Software version, which can be accessed on Cisco Software Central. You may be required to update to the latest Software release to correct a reported Software problem. The below table outlines Cisco’s response objectives based on case severity. Cisco may adjust assigned case severity to align with the Severity definitions below. Software Support Service Technical Support Coverage Response Time Objective for Case Severity 1 or 2 Response Time Objective for Case Severity 3 or 4 Basic with Phone Support 24x7 via Phone & Web Response within 1 hour Response within next Business Day Basic with Online Support Web Response to all cases within next Business Day during Standard Business Hours The following definitions apply to this Section. Response time means the time between case submission in the case management system to support engineer contact. Severity 1 means the Cloud Service is unavailable or down or there is a critical impact to a significant impact to Your business operation. You and Cisco both will commit full-time resources to re...
Support & Maintenance. The Cloud Service includes online support and phone support. Cisco will respond as set forth in the table below and may require information from you to resolve service issues. You agree to provide the information requested and understand that a delay in providing the information to Cisco may delay resolution and response time. Online support allows access for support and troubleshooting via online tools, email and web case submission only. No telephone access is provided. Case severity or escalation guidelines are not applicable. Cisco will respond to a submitted case no later than the next business day during Standard Business Hours. You will also have access to Xxxxx.xxx, which provides helpful technical and general information about Cisco products, as well as access to Cisco's on-line knowledge base and forums. Please note that access restrictions identified by Cisco from time to time may apply. Phone support provides Cisco Technical Assistance Center (TAC) access 24 hours per day, 7 days per week to assist by telephone, or web case submission and online tools with use and troubleshooting issues. Cisco will respond within one (1) hour for Severity 1 and 2 calls received. For Severity 3 and 4 calls, Xxxxx will respond no later than the next business day. The below table outlines Cisco’s response objectives based on case severity. Cisco may adjust assigned case severity to align with the Severity definitions below. Software Support Service Technical Support Coverage Response Time Objective for Case Severity 1 or 2 Response Time Objective for Case Severity 3 or 4 Basic with Phone Support 24x7 via Phone & Web Response within 1 hour Response within next Business Day Basic with Online Support Web Response to all cases within next Business Day during Standard Business Hours The following definitions apply to this Section.
Support & Maintenance. NT shall provide the support and maintenance services set forth on Exhibit A (“Support and Maintenance”) for each Subscription Term.
Support & Maintenance. Tobii will only provide You with Basic Support for the Licensed Software as described in the following document xxxxx://xxx.xxxxxxxx.xxx/siteassets/tobii-pro/documents/tobii-pro-support-service- description.pdf/. Tobii will not provide You with maintenance of the Licensed Software and will have no obligation to provide updates to it.
Support & Maintenance. Subject to the terms and conditions of this Agreement, and the applicable ordering document, you may purchase support and maintenance services as set forth in Tableau’s Support and Maintenance Policies (“Support and Maintenance Services”) and as specified in your Invoice.
Support & Maintenance. TWC shall use commercially reasonable efforts to maintain the TWC-provided and installed cabling, routers and other TWC-installed equipment, if any, (collectively, the “Equipment”) used by TWC to provide the Service. TWC shall provide a telephone number and email address for inquiries and remote problem support for the Service. All such Customer support shall be provided to Customer’s help desk personnel only. Customer is responsible for interfacing with its employees and end users. In no event shall TWC be responsible for providing such support for any network, equipment or software not provided and installed by TWC under this Agreement or for issues or problems beyond its direct control. Customer agrees to provide routine operational Service support for Equipment and service components collocated at Customer's facility, including without limitation by performing reboots, as requested by TWC.
Support & Maintenance. Trimble shall provide the support and maintenance services specified in the applicable Order Form and/or the Product-Specific Terms during such period as you have paid the applicable fee. Unless (1) Trimble and you have entered into a separate written agreement for support and maintenance services or (2) different terms and conditions are set forth in the Product-Specific Terms, all such services shall be provided pursuant to Xxxxxxx’x then-current Software Support and Maintenance Terms which are available at xxxxx://xxx.xxxxxxx.xxx/support/SoftwareSSMTerms or a successor URL.
Support & Maintenance. Support and access to upgrades for the Service are included with Licensee's subscription. Licensor may provide updates, upgrades, bug fixes and modifications to the Service from time to time at its discretion. Licensor reserves the right to make necessary changes, updates or enhancements to the Service at any time.
Support & Maintenance. SecureX is a cloud-based feature available through most of Cisco’s security products and support for SecureX is included with the applicable support service covering such products. CISCO PUBLIC INFORMATION, Cisco SecureX Offer Description.docx Appendix B Network Security Management DoIT is continually working to secure the ICN and protect the ICN from cybersecurity threats and vulnerabilities. These efforts include securing the interconnect points between the ICN and Customer, vulnerability scanning, and monitoring network traffic for potential security vulnerabilities and malicious activity (“DoIT Security Services”). A security threat to the ICN may result from a security attack on the Customer network (for example, an attack on an internet protocol (“IP”) address used by a Customer). Thus, DoIT prevention and mitigation of security attacks may also prevent and mitigate certain security attacks on Customer’s network. DoIT operates a Security Operations Center (“SOC”) that has capability to monitor network traffic for potential security vulnerabilities and malicious activity, and that can further provide security consulting and testing services. Customer hereby acknowledges and agrees to the following provisions:
Support & Maintenance. During the Usage Term, ThousandEyes will provide support services as described in the Support Services Policy located at: xxxxx://xxx.xxxxxxxxxxxx.xxx/legal/support.
