Enhanced Support Services Sample Clauses

Enhanced Support Services. If Customer has purchased one of the Enhanced Support Services, Box will use commercially reasonable efforts to meet an Uptime Percentage of at least 99.9%. If Box fails to the meet the Uptime Percentage Customer will receive Enhanced SLC Credits as follows: Uptime Percentage Enhanced SLC Credit Percentage (a) Customer has reported an Issue related to a Downtime event by filing a ticket with Box support within fifteen (15) days of the Downtime event; and (b) once Customer receives the Uptime Percentage report provided by Box and confirms Uptime Percentage as below 99.9% in the month the issue was experienced, Customer has provided Box a written claim request for Enhanced SLC Credits within fifteen (15) days of the date of uptime percentage report. The Enhanced SLC Credits will be equal to the SLC Credit percentage multiplied by the fees paid by Customer for the Box Service that are attributable to the corresponding calendar month (calculated on a straight line, pro-rated basis with respect to any fees paid in advance) and then pro-rated for based on affected Users. Notwithstanding anything to the contrary, in no event will the total amount of Enhanced SLC Credits, if any, exceed the fees paid by Customer for the Box Service in the corresponding month. For clarity, for the purpose of calculating Enhanced SLC Credits, calendar months are calculated based on US Pacific Time Zone. The Enhanced SLC Credit is Customer's sole and exclusive remedy for any failure by Box to meet any service level obligations pertaining to the Box Service as set out in this Exhibit A. Customer is not eligible to receive Enhanced SLC Credits during any period of time when payments owed are past due. For Customer Orders placed through Box, Enhanced SLC Credits will be issued by Box, as determined in Box’s sole discretion, either by applying to future billing cycle(s) or as a refund against annual fees earlier paid. For Customer orders placed through a Box Reseller, Enhanced SLC Credits, if any, will be issued as provided in the applicable agreement between Customer and the Box Reseller.

Enhanced Support Services. If Customer has purchased one of the Enhanced Support Services, Box will use Uptime Percentage Enhanced SLC Credit Percentage (1) Customer has reported an Issue related to a Downtime event by filing a ticket with Box support within fifteen (15) days of the Downtime event; and (2) once Customer receives the Uptime Percentage report provided by Box and confirms Uptime Percentage as below 99.9% in the month the issue was experienced, Customer has provided Box a written claim request for Enhanced SLC Credits within fifteen (15) days of the date of uptime percentage report. The Enhanced SLC Credits will be equal to the SLC Credit percentage multiplied by the fees paid by Customer for the Box Service that are attributable to the corresponding calendar month (calculated on a straight line, pro-rated basis with respect to any fees paid in advance) and then pro-rated for based on affected Users. Notwithstanding anything to the contrary, in no event will the total amount of Enhanced SLC Credits, if any, exceed the fees paid by Customer for the Box Service in the corresponding month. For clarity, for the purpose of calculating Enhanced SLC Credits, calendar months are calculated based on US Pacific Time Zone. The Enhanced SLC Credit is Customer's sole and exclusive remedy for any failure by Box to meet any service level obligations pertaining to the Box Service as set out in this Exhibit A. Customer is not eligible to receive Enhanced SLC Credits during any period of time when payments owed are past due. For Customer Orders placed through Box, Enhanced SLC Credits will be issued by Box, as determined in Box’s sole discretion, either by applying to future billing cycle(s) or as a refund against annual fees earlier paid. For Customer orders placed through a Box Reseller, Enhanced SLC Credits, if any, will be issued as provided in the applicable agreement between Customer and the Box Reseller. 発注書に拡張サービス✰購入が明記され、拡張サービス✰内容が記載された個別✰データシートが発注書に組み込まれていない限り、下記✰条件が適用される。 「ビジネス応答クレジット」とは、該当する発注書において、以下に定める応答時間に従い、ビジネスサービスに加入している本顧客が利用できるクレジットを意味する。 「ダウンタイム」とは、大半✰本顧客ユーザーが本顧客➺ンテンツにアクセスすることを妨げる Box サービス用システム全体にわたる本課題✰ために、本顧客が Box サービスにアクセスできない時間であって、業界標準ツールを用いて Box ✰ネットワークで測定した時間を意味する。計画的ダウンタイムを明示的に除く。 「本課題」とは、本顧客にとって Box サービス✰機能に影響を及ぼす再現可能な単一✰課題または問題を意味する。 「拡張 SLC クレジット」とは、該当する発注書において、以下に定めるサービスレベル➺ミットメントに従い、いずれか✰拡張サポートサービスに加入している本顧客が利用できるクレジットを意味する。 「サポートサービス」とは、本顧客から Box に報告された問題を解決するため✰電話、メールまたはウェブベース✰サポートを意味する。 利用可能なサポートサービスは、下記✰通りとする。 「標準サポートサービス」 - 本顧客が Box サービスを購入した際に含まれる...

Enhanced Support Services. The following support services when performed by CSG shall be charged against Customer’s monthly allotment of Annual Support Hours: As Amended:

Enhanced Support Services. At MSP’s request, Entrust Datacard may provide support services, other than Basic or Emergency Services (see above), such as, but not limited to, onsite installation assistance, training, or Incident diagnosis and resolution. These Enhanced Support Services will be subject to a separate agreement between the parties and charged at Entrust Datacard's then current applicable rate plus related expenses as mutually agreed upon in advance between MSP and Entrust Datacard.

Enhanced Support Services. Forescout Enhanced Support Services are sold as an add-on to Premium Support Services and are designed to help customers maintain a healthy implementation and adopt and/or mature their Forescout Products to address evolving business needs (“Enhanced Support Services”). These Enhanced Support Services are ideal for complex environments, health checks and best practices implementation support, maturity assessments, advanced use- cases, as well as optimizing visibility, classification, compliance and supporting Customer’s enforcement goals. All Enhanced Support Services require Customer to have a valid Entitlement to Premium Support Services for all of Customer’s Products and Appliances.

Enhanced Support Services. At Client’s request, Perigon may provide Enhanced Support Services in accordance with the then-current Support Policy. The scope of and fee for Enhanced Support Services will be specified on the applicable Order.

Enhanced Support Services. The following support services shall be performed by CSG’s EchoStar SBU and shall be charged against the Annual Support Hours: • Functional Enhancement, Business Analysis and Requirements Analysis • New Functionality Testing • System Configuration • Operational Maintenance • Trouble Ticket Management • Enhanced Message Link (EML) Messaging and ZAS Management • Macro Development and Management • Vantage and Vantage Plus Analysis and Management • Management of Custom Development Projects • FMS WFM Management • Management of MIS Level Profiles • Ownership and Management of CSG Configuration Tool ** Confidential Treatment requested and the Redacted Material has been separately filed with the Commission. Customer acknowledges that CSG shall not be responsible for the following activities and that Customer shall maintain the following responsibilities: • Priority Management, Release Approval, ASH Approval • Invoice Analysis • Management of Taxing via Tax department • Spanish Translations for CSG configuration team • Commitment to change of ownership and complete production use of the CSG Configuration Tool

Enhanced Support Services. The following support services when performed by CSG shall be charged against Customer’s monthly allotment of Annual Support Hours: (i) Project Management • Management of all product/code implementations (ii) Business Requirements Analysis • Gather and document all business requirements • Follow established Customer SDLC including providing LOEs and Proposals for Customer approval • Follow CSG development process • Obtain Customer approval (via ▇▇▇ or Proposal) before charging hours to a project (iii) Development and Programming • Analysis, design, coding and testing of all Customer requested projects (iv) System Testing • Test all changes that impact Customer test or production environments (v) System Maintenance • IPLs • Server Maintenance • SPC Maintenance for Customer related projects • Code upgrades • Patch implementations (vi) System Documentation • Release Bulletins • Integration of all release bulletins and code changes into core documentation (vii) Release Management • Documentation, support and implementation of all Customer releases (viii) Operations Support • Trouble ticket management including opening of all tickets, working all issues to resolution and providing daily/weekly reporting on all issues • After action summaries: to be provided in the event of a Severity 1 issue or as requested • ZAS/ZAR updates (Zipcode Assignment of SPA Entry, Service Code Assignment by Zipcode) • EML (Enhanced Message Link) messaging • FMS WFM (Fleet Management System Work Force Management) • Mass Adjustments (ix) Passer Activities • Coding, testing and implementation of all passers (x) Macro Activities • Run and provide output for all Customer requested macros • Maintenance and change management for macro tool (xi) System Configuration • CCS UDF/9XX changes in test and production • Maintenance and change management for Configuration tool Customer acknowledges that CSG shall not be responsible for the following activities and that Customer shall maintain the following responsibilities: • Priority management, Approval of hours • Invoice analysis • Management and configuration of taxing parameters via tax department • DirectNet entry for Spanish translations • Provide Work Request Forms (“WRFs”) for Spanish translations for CSG CCS configuration • Profiles • WRFs for all customer requested macros, passers and mass adjustments • WRFs for all CCS 9xx/UDF changes • Business Requirement Document (BRD) submission and project approval • Change management approval

Enhanced Support Services. If Customer has purchased one of the Enhanced Support Services, Box will use commercially reasonable efforts to meet an Uptime Percentage of at least 99.9%. If Box fails to the meet the Uptime Percentage Customer will receive Enhanced SLC Credits as follows: Uptime Percentage Enhanced SLC Credit Percentage (a) Customer has reported an Issue related to a Downtime event by filing a ticket with Box support within fifteen (15) days of the Downtime event; and (b) once Customer receives the Uptime Percentage report provided by Box and confirms Uptime Percentage as below 99.9% in the month the issue was experienced, Customer has provided Box a written claim request for Enhanced SLC Credits within fifteen (15) days of the date of uptime percentage report.