Advanced Support Sample Clauses
The Advanced Support clause defines the provision of enhanced technical or customer support services beyond standard offerings. Typically, this clause outlines the scope of advanced support, such as priority response times, dedicated support personnel, or access to specialized resources, and may specify additional fees or eligibility requirements. Its core function is to ensure that parties who require higher levels of assistance can access tailored support, thereby minimizing downtime and addressing complex issues more efficiently.
Advanced Support. 4.1. Advanced Support can be purchased by Licensee to include email and remote online or phone- based diagnosis and troubleshooting to speed up support service. Remote diagnosis may require more than one (1) interaction or call or an extended session, and Licensor may request access to Licensee’s environment to troubleshoot the issue, and such access shall be promptly provided by the Licensee. In the event that access to Licensee’s environment is not promptly provided, the Licensor disclaims any and all liability arising from any delay and/or non-performance (in full or in part) of the Advanced Support.
4.2. After the Licensor has initially validated the issue, the Licensor may offer additional support options at an additional charge, including, without limitation, consulting services or managed services and the parties shall enter into good faith discussions in respect thereof. Remote diagnosis will confirm which support option will be most suitable for the client’s need.
Advanced Support. Customer maypurchase Advanced Support services from RingCentral for use with the Services. The terms and conditions that govern the Advanced Support can be found at: ▇▇▇▇▇://▇▇▇.▇▇▇▇▇▇▇▇▇▇▇.▇▇▇/legal/enterprise-service- attachment.html.
Advanced Support. Advanced Support includes all activities performed by Combell that are not included with Basic Support and System Support. Depending on the SLA Package chosen, a number of hours is included. When exceeding these hours, the then-current rates for Advanced Support will apply. Advanced Support encompasses, among others, the following support requests: • Installation or configuration of new software or modules, • Upgrades of physical hardware, • Development of any kind of script (e.g. monitor scripts), • Performing migrations, • … Resolving any malfunction in the Services procured is always free of charge, does not resort under System Support nor Advanced Support, with the following exceptions: • The malfunction is the result of a resource shortage (e.g. when reaching excessively high visitor counts), • Problems stemming from less-than-optimal code, database queries, or database layouts, • Any issue related to software that was not installed and configured by Combell, • Actions or omissions by the customer that adversely affect service delivery. Advanced Support is a paid service component, this regardless of the Service Level Package chosen by the Customer. To Advanced Support the hourly rates as stated in the Agreement will apply, with the following multipliers: • Then-current rate for working days (9 AM – 10 PM) 100% • Then-current rate for working days (10 PM – 9 AM) 200% • Then-current rate for Saturdays, Sundays and holidays 200% Advanced Support is always provided according to the Reasonable Effort principle and is subject to the availability of the engineers in charge of these tasks. The widely varying nature of activities means that Combell can’t provide guarantees on the communication, restore, and execution time frames. All activities need to be planned in advance.
Advanced Support for purchasers of Subscription with Advanced Support, as provided in Exhibit B to this Subscription Agreement.
Advanced Support. Upon agreement, FIRSTPOINT IT may offer advanced support to The Customer, subject to additional service fees. These fees are payable in advance based on the estimated time required for the task. FIRSTPOINT IT does not guarantee resolution within the estimated time, and additional fees may apply for extended support time.