Enhanced Support Clause Samples

Enhanced Support. Enhanced support offerings and services (“Premium Support”) are available as set forth in Schedule B for additional cost.

Enhanced Support. 3.10 Where specifically agreed in the Contract, the Customer may request the following services in accordance with the terms set out in this Part B ("Enhanced Support"): (a) services that do not qualify under the Basic Support: (i) due to any of the exclusions referred to in paragraph 3.6(a) - (k) of Part A of the Services above or otherwise; (ii) because the Customer has not complied with its obligations pursuant to clause 8 of the Master Services Agreement or paragraph of 3.9 these Special Conditions; (b) services requested by the Customer but which the Company finds are not necessary; or (c) where the Company provides on-site assistance not envisaged under Basic Support in this Contract. The Company shall not be obliged to provide any such services except if agreed in a Contract pursuant to clause 7 of the Master Services Agreement. 3.11 Enhanced Support requests shall be provided either: (a) as part of a work package (including pre-paid support); or (b) on demand on a time and materials basis in accordance with clause 3.3 of the Master Services Agreement; as specified in the Order Form and shall be charged in accordance with the Pricing Schedule and as agreed between the parties in the accepted Order Form. 3.12 Enhanced Support will be provided in accordance with clause 3.3 of the Master Services Agreement in 30-minute units as on-demand services and in 15-minute units as part of a work package off-site, or four-hour units for Services to be provided on-site, subject to payment of any subsistence, travelling and other ancillary expenses reasonably incurred in connection with the provision of such on-site Services. If the Enhanced Support Services are provided for over eight (8) hours on any Business Day, the additional time will be charged at the overtime rate in accordance with clause 3.3(c) of the Master Services Agreement. 3.13 The Company shall in its sole discretion determine whether to issue a Patch to resolve Support Issues that are the subject of an Enhanced Support Request. If the Company creates such a Patch, it will offer the Patch to the Customer for use with the Software. All Patches must be applied to the Software within 30 days of notice by the Company of such Patch. 3.14 When supplying information to the Company in relation to a Support Issue that is the subject of an Enhanced Support Request, the Customer shall: (a) provide the following information: (i) the relevant background of any issue or problem to be reported; (ii) an exact and ...

Enhanced Support. Certain support Services (such as expedited or "priority" support) may be purchased by the Customer under an Order, and, in such event, the terms and conditions of such Support Services, and associated fees, shall be as described in the applicable Order.

Enhanced Support. Response Time: Bonterra guarantees a response time of 6 hours for customer inquiries during support hours. Response time begins when the support request is received by ▇▇▇▇▇▇▇▇ and ends when a qualified response is provided. • Support Availability: Customers can access support through the above-mentioned contact channels during the specified support hours. • Support Scope: Enhanced Support includes technical support for software installation, configuration, and troubleshooting. Bonterra does not guarantee resolution times under this package.

Enhanced Support. Our core offering is suitable for many education and public sector organisations. However, there are certain circumstances and critical systems that require an additional level of support. Our Enhanced Support provides: • Enhanced 24/7 monitoring, proactive alerting and reactive support for designated systems • Two days free consultancy annually with our GCP Solution Architects or Cloud Consultants, consumed in up to four half-day sessions if desired9 • Automated power on/off scheduling for selected Compute Engine instances according to your requirements to help minimise your GCP costs • Pro-active alerts if your public-facing web services hosted on GCP become unavailable and a monthly report detailing their overall availability • A free annual security review (see below).

Enhanced Support. Our core offering is suitable for many education and public sector organisations. However, there are certain circumstances and critical systems that require an additional level of support. Our Enhanced Support provides: • Enhanced 24/7 monitoring, proactive alerting and reactive support for designated systems • Two days free consultancy annually with our AWS Solution Architects or Cloud Consultants, consumed in up to four half-day sessions if desired5 • Automated power on/off scheduling for selected EC2 instances according to your requirements to help minimise your AWS costs • Pro-active alerts if your public-facing web services hosted on AWS become unavailable and a monthly report detailing their overall availability • A free annual security review (see below).

Enhanced Support. Brovanture will provide enhanced support over the following times: Where WDx is the x’th working day (WD) of the month.

Enhanced Support. Our core offering is suitable for many education and public sector organisations. However, there are certain circumstances and critical systems that require an additional level of support. Our Enhanced Support provides: • Enhanced 24/7 monitoring, proactive alerting and reactive support for designated systems • Two days free consultancy annually with our Azure Solution Architects or Cloud Consultants, consumed in up to four half-day sessions if desired1 • Automated power on/off scheduling for selected VMs according to your requirements to help minimise your Azure costs • Pro-active alerts if your public-facing web services hosted on Azure become unavailable and a monthly report detailing their overall availability • A free annual security review (see below).

Enhanced Support. The Providers Agreement is a contractual agreement between the authority and providers of childcare. It outlines the expectations for funded providers of childcare. It champions the rights of children to access their free entitlement without barriers in order to receive high quality childcare, which is safe and accessible to all children, especially the most vulnerable and those with SEND. The authority will therefore challenge any settings where poor practice is evident and/or additional support is required, examples of evidence include, however not limited to; ✓ judged less than good by Ofsted ✓ the setting is new and has not yet been inspected ✓ setting self refers and identifies that they require additional support ✓ evidence of untimely and/or poor quality safeguarding referrals ✓ inconsistent paperwork prevents access to support services and/or grants ✓ there is poor communication and engagement, especially in regard to safeguarding, vulnerable children and/or children with SEND ✓ persistent and/or concerning complaints are raised ✓ invoices that show non- voluntary charges, unreasonable deposits/ registration fees/top up fees ✓ parents experience enforced breaks in their childcare offer ✓ discrimination against any child accessing a childcare place and their entitlements ✓ financial concerns ✓ whistleblowing If concerns breach the terms outlined in this agreement the authority reserves the right to withdraw funding and/or contact Ofsted or other regulatory bodies. In order to plan actions and any associated work the authority operates an enhanced support process During each meeting officers will: • consider progress, any concerns/complaints raised about the setting and decides actions • consider, review and monitor the support for settings judged less than good by Ofsted • consider the offer of targeted support for settings referring themselves for additional support • plan next steps If the authority considers a setting requires additional support and/or a setting have self-referred the next steps are (however not all may be implemented): • initial discussions take place between the providers (the people/persons legally responsible for the setting and for ensuring adherence to the terms of this agreement) • an Enhanced Support Plan will be agree • an Enhanced Support letter, detailing the concerns, expected actions with timescales is sent to the provider/legal persons, if the concerns persist • the authority will work with the providers/legal perso...