Call Center Support Clause Samples

The Call Center Support clause outlines the obligations and standards for providing customer service assistance via a call center. It typically specifies the hours of operation, response times, and the types of support services to be offered, such as technical troubleshooting or account inquiries. By defining these requirements, the clause ensures that customers have reliable access to help and that service levels are maintained, thereby enhancing customer satisfaction and clarifying expectations between the parties.
Call Center Support. AvePoint shall provide email, web support ticket, phone, and web conferencing (each a “Support Channel” or “Channel”) based Support Services to Customer according to the Customer’s Support Level. Support Channels and hours shall be provided as per the Support Level table below, where the “Local Office Time” shall be the given time at the nearest appropriate AvePoint office or Call Center designated to provide support services to Customer at AvePoint’s discretion, and “Business Days” shall be the days such AvePoint office is opened for regular business per locally accepted businesses practices. SUPPORT PROGRAM FEATURES Support Level Basic Standard Premier Support Channels Email or Web Support Ticket Only Email, Web Support Ticket, Phone and Web Conferencing Email, Web Support Ticket, Phone and Web Conferencing Support Hours Business Days, 7:00 am–7:00 pm Local Office Time Business Days, 7:00 am–7:00 pm Local Office Time 24 hours / day, 7 days / week Email/web support ticket response time Based on Issue Severity Based on Issue Severity Based on Issue Severity, with priority handling within Issue Severity Level As indicated, email and web support ticket response times shall be based on Issue Severity Level, as defined in the Email and Web Support Ticket Response Times table below. Such Issue Severity Level shall be assigned by AvePoint at the time of receipt of such email or web support ticket request from Customer per the Issue Description guidelines given in the table below at AvePoint’s sole discretion. AvePoint shall make all commercially reasonable efforts to respond to such support requests within the given Response Time. Requests received from Customers with Premier Level Support Services shall receive priority handling over other requests within a given Issue Severity Level.
View SourceView Similar (5)
Call Center Support. For any offering that includes call center support services for Licensed Product (whether or not in addition to other services, such as on-site service), such call center support services are limited to Monday through Friday during ▇▇▇▇▇▇▇’▇ normal business hours, exclusive of Pearson holidays. Call center support services include a variety of methods of contact, including telephone, email and online “chat” support. Call center support services for Licensed Product are limited to teachers and administrative staff at the Licensed Sites. Call center support is not available to students, or to any home users (e.g., parents or guardians), for Licensed Product configurations that permit home usage. Call center support is limited to support for technical issues that Customer experiences in use of Licensed Product. Call center support is not a substitute for training and does not include instructional guidance in the use of Licensed Product.
View SourceView Similar (3)
Call Center Support. Verily will operate a call center to provide support to Participants experiencing issues with using the Platform or scheduling an appointment. Call center support is expected to be available for business hours on a best efforts basis. For clarity, the call center may be operated by Verily or its affiliates or third party contractors.
View SourceView Similar (2)
Call Center Support. AvePoint shall provide email, web support ticket, phone, and web conferencing (each a “Support Channel” or “Channel”) based Support Services to Customer according to the below. Support Channels and hours shall be provided as per the table below, where the “Local Office Time” shall be the given time at the nearest appropriate AvePoint office or Call Center designated to provide support services to Customer at AvePoint’s discretion, and “Business Days” shall be the days such AvePoint office is opened for regular business per locally accepted businesses practices. SUPPORT PROGRAM FEATURES Support Level Standard Support Channels Email, Web Support Ticket, Phone and Web Conferencing Support Hours Business Days, 7:00 am–7:00 pm Local Office Time Email/web support ticket response time Based on Issue Severity As indicated, email and web support ticket response times shall be based on Issue Severity Level, as defined in the Email and Web Support Ticket Response Times table below. Such Issue Severity Level shall be assigned by AvePoint at the time of receipt of such email or web support ticket request from Customer per the Issue Description guidelines given in the table below at AvePoint’s sole discretion. AvePoint shall make all commercially reasonable efforts to respond to such support requests within the given Response Time.
View Source
Call Center Support. Harl▇▇▇ ▇▇▇l maintain phone support for Intuit sales representatives. The minimum hours of support include the hours of 5:00am to 6:00pm (Pacific Standard Time) on Business Days. Hours are to be extended to later hours or weekends during peak business times of the year as agreed to by Harl▇▇▇ ▇▇▇ Intuit. Extended hours are subject to an additional service charge as set forth in Exhibit A. During the hours of support, Harl▇▇▇ ▇▇▇l answer calls from Intuit representatives with an average speed of answer of 30 seconds or less for 80% of the calls. The longest call waiting is not to exceed 5 minutes.
View Source
Call Center Support. AvePoint shall provide email, web support ticket, phone, and web conferencing (each a “Support Channel” or “Channel”) based Support Services to Customer according to the Customer’s Support Level. Support Channels and hours shall be provided as per the Support Level table below, where the “Local Office Time” shall be the given time at the nearest appropriate AvePoint office or Call Center designated to provide support services to Customer at AvePoint’s discretion, and “Business Days” shall be the days such AvePoint office is opened for regular business per locally accepted businesses practices. 2.2 Support du Centre d’Appels. AvePoint fournira au Client des Services de Support par e-mail, ticket de support web, ▇▇▇▇▇ téléphonique, ou ▇▇▇▇▇ en conférence web (chacun constituant un « Canal de Support » ou « Canal »), conformément au Niveau de Support du Client. Les Canaux de Support et les horaires seront proposés conformément au tableau de Niveau de Support ci-dessous, dans lequel l’« Heure Locale » sera l’heure du bureau ou centre d’appels AvePoint le plus proche désigné pour fournir les Services de Support au Client, à la discrétion d’AvePoint, et les « Jours Ouvrés » correspondront aux jours auxquels le bureau d’AvePoint est ouvert pour son activité normale, selon les pratiques commerciales localement acceptées. Support Level / Niveau de Support Basic / Basique Standard Premier/Premium Support Channels / Canaux de Support Email or Web Support Ticket Only / Email ou ticket de support Web uniquement Email, Web Support Ticket, Phone and Web Conferencing / Email, ticket de support Web, téléphone et ▇▇▇▇▇ en conférence Web Email, Web Support Ticket, Phone and Web Conferencing / Email, ticket de support Web, téléphone et ▇▇▇▇▇ en conférence Web Support Hours / Horaires du Support Business Days, 7:00 am–7:00 pm Local Office Time / Jours ouvrés, 7:00 –19:00 heure locale Business Days, 7:00 am–7:00 pm Local Office Time / Jours ouvrés, 7:00 –19:00 heure locale 24 hours / day, 7 days / week / 24 heures/24, 7 jours/7 Email/web support ticket response time / Temps de réponse par email/ticket de support Web Based on Issue Severity / En fonction de la Gravité de l'Incident Based on Issue Severity / En fonction de la Gravité de l'Incident Based on Issue Severity, with priority handling within Issue Severity Level/ En fonction de la Gravité de l'Incident, avec gestion prioritaire pour un même Niveau de Gravité de l'Incident As indicated, email and web support ticket respo...
View Source

Related to Call Center Support

  • Customer Support If Customer is entitled to receive Customer Support as part of a separately purchased Service Plan, Sage warrants that while Customer’s Service Plan is in effect and if it has paid all required Service Plan fees, Sage will use qualified personnel to provide Customer Support in a professional manner consistent with industry standards. Customer’s sole remedy under this section 5.2 is limited to Sage’s re-performance of the Customer Support services giving rise to Customer’s claim.

  • Child Support (Applicable if the Party is a natural person, not a corporation or partnership.) Party states that, as of the date the Agreement is signed, he/she: a. is not under any obligation to pay child support; or b. is under such an obligation and is in good standing with respect to that obligation; or c. has agreed to a payment plan with the Vermont Office of Child Support Services and is in full compliance with that plan. Party makes this statement with regard to support owed to any and all children residing in Vermont. In addition, if the Party is a resident of Vermont, Party makes this statement with regard to support owed to any and all children residing in any other state or territory of the United States.

  • Technical Support Services 2.1 The technical support services (the "Services"): Party A agrees to provide to Party B the relevant services requested by Party B, which are specified in Exhibit 1 attached hereto ("Exhibit 1").

  • Data Access Services State Street agrees to make available to the Fund the Data Access Services subject to the terms and conditions of this Addendum and such data access operating standards and procedures as may be issued by State Street from time to time. The Fund shall be able to access the System to (i) originate electronic instructions to State Street in order to (a) effect the transfer or movement of cash or securities held under custody by State Street or (b) transmit accounting or other information (the transactions described in (i)(a) and (i)(b) above are referred to herein as “Client Originated Electronic Financial Instructions”), and (ii) access data for the purpose of reporting and analysis, which shall all be deemed to be Data Access Services for purposes of this Addendum.

  • TAX SUPPORT SERVICES BNY Mellon shall provide the following tax support services for each Fund:  Provide various data and reports as agreed upon in the SLDs to support TRP’s tax reporting and tax filing obligations, including: · Wash sales reporting; · QDI reporting; · DRD reporting; · PFIC analysis; · Straddle analysis; · Paydown adjustments; · Equalization debit adjustments · Tax compliance under §851, §817(h); · Foreign bond sale analysis (§988); · Troubled debt analysis; · Estimation of income for excise tax purposes; · Swap analysis; · Inflation adjustments; · §1256 adjustments; · Market discount analysis; · OID adjustments; · CPDI analysis; · Shareholder tax reporting information (e.g. FTC, UGG income, foreign source income by country, exempt income by state);  Provide data, and reports based on such data, maintained by BNY Mellon on its fund accounting platform as reasonably requested by TRP to support TRP’s obligations to comply with requests from tax authorities and TRP’s tax reporting and tax filing obligations.  Assist with other tax-related data needs as mutually agreed upon in writing from time-to-time.