Common use of Additional Support Services Clause in Contracts

Additional Support Services. 11.1 Where specified in the Order, the Supplier will provide the Customer with Additional Support Services as detailed in Schedule 4.1 (Fault Management Connectivity) in relation to Service Faults which relate any customisation or configuration of the Direct Routing Service undertaken by the Supplier by way of Professional Services provided upon implementation. 11.2 For the Supplier to provide Additional Support Services in accordance with Schedule 4.1 (Fault Management Connectivity), the Supplier must be granted access to the Customer Tenant with Global Administrative Permissions. Where the Supplier does not provide the Customer with Microsoft 365 licenses, the access can be granted at the time the Customer reports the Service Fault and then revoked once resolved. In such circumstances, the Service Fault Targets will be calculated from the time that access has been granted and communicated to the Supplier.