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.
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