Access to the Helpdesk. Access to the Helpdesk and the System's Technical Support Team during operating hours shall be set by System with the goal of matching Supported Library's hours of operation. Infrastructure services will be supported on a 24x7x365 basis. "Infrastructure services" are: the data center, servers, networking equipment and software solutions (including e- mail and communications). Unless there is a "Force Majeure" event, live technical support will be available: 9:00am-9:00pm ET, Monday through Thursday 9:00am-6:00pm on Friday and Saturday 12:00pm-5:00pm on Sunday Off-hour phone calls will go to a voicemail system and will be answered the next business day. Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day.
Appears in 2 contracts
Sources: Service Level Agreement (Sla), Information Technology Service Level Agreement