Helpdesk Services Clause Samples
The Helpdesk Services clause defines the obligations and scope of support provided by a helpdesk to users or clients. Typically, it outlines the types of issues the helpdesk will address, the hours of operation, response times, and the methods by which users can request assistance, such as phone, email, or online ticketing systems. This clause ensures that users have a clear understanding of the support available to them and sets expectations for service levels, thereby reducing confusion and helping to resolve technical or service-related problems efficiently.
Helpdesk Services. KDDI shall provide, subject to the terms and conditions stated herein, and the CUSTOMER shall accept and pay for all services, subscribed to by CUSTOMER in any and all “Applications for Service,” hereafter submitted by the CUSTOMER (the “Services”). The Services shall be provided pursuant to this Agreement and the rates, terms, and conditions described in the respective Application for Service. This Agreement incorporates by reference the terms of such Applications for Service. Please note that, if applicable, portions of the Services provided outside of the U.S. may be subject to additional regulations and/or taxes imposed by the foreign countries in which the Services are provided.
Helpdesk Services. 3.1 All provisions governing Helpdesk Services, Helpdesk Services Fees, and Helpdesk Services Term, if applicable, will be specified in the product specific additional terms and conditions for each Service, and only to the extent that Client has purchased Helpdesk Services pursuant to this Agreement.
Helpdesk Services. If purchased by the Company, Docebo will provide customer care and Helpdesk Services to the Company, as set forth in an Order and as further described on Schedule A (“Helpdesk Services”). Other than Helpdesk Services, Professional Services (as defined in Section 3.4), and other services specifically contracted for by the Company, Docebo will have no obligation to provide customer support services to the Company under the Agreement.
Helpdesk Services. 3.1 The provisions of this Article 3.0 apply only to the extent that Client has purchased Helpdesk Services pursuant to the Agreement or the Agreement includes Helpdesk Services as part of the Agreement.
3.2 If the Agreement includes Helpdesk Services, Decrypt will provide the Helpdesk Services to Client in accordance with the terms of the Agreement and for the Helpdesk Services Term.
3.3 If Client has purchased Helpdesk Services from Decrypt or the Agreement includes Helpdesk Services as part of the Agreement:
(a) Decrypt will provide Helpdesk Services, so that the Software will function substantially in accordance with the Specifications;
(b) Decrypt will provide the following Helpdesk Services by answering Client's requests for support: (i) explanation of installation procedures, functions and features of the Proprietary Software; (ii) clarification of Documentation; and (iii) error analysis – on regular business days, Monday – 11 p.m. GMT through Saturday – 12 a.m. GMT. Client’s request for Helpdesk Services will be acknowledged by Decrypt within one (1) business hour. Requests received outside of the business hours noted above, on weekends, or holidays listed here: ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇▇.▇▇▇?cid=helpdesk, (together “Non-Business Hours”) will be acknowledged the next business day 10:00 a.m. GMT Support Service hours will be billed in quarter increments (.25) with a .25 minimum charge on all requests. In the event Helpdesk Services are needed and requested during Non-Business Hours, Decrypt will charge its standard rate at the time. Prior to commencing Helpdesk Services during Non-Business Hours, Decrypt may require a “Statement of Work” be negotiated, agreed upon, and executed. The Statement of Work will describe the specific services to be performed and the hours in which they are scheduled to be performed by. The Statement of Work will expressly refer to this Agreement, be a part of this Agreement, and be subject to the terms and conditions contained herein.
(c) Client is not restricted to one point of contact when contacting Helpdesk Services with requests; any member of the Client’s staff may reach out independently for support.
3.4 If Client has purchased Helpdesk Services or the Agreement includes Helpdesk Services, and Client after receiving Helpdesk Services in accordance with Section 3.3(a), suspects that there is a failure or deficiency in the Proprietary Software or the Proprietary Software is not performing substantially in accordance ...
Helpdesk Services. 5.1 Role of the Supervisor
Helpdesk Services. Helpdesk Services will be available to Users 24 hours per day, 7 days a week. A Helpdesk will be provided by the Service Controller between 09.00 and 17.00 hours Monday to Friday inclusive, on Working Days. At all other times the Service Controller will make arrangements for call logging and escalation, such that the total availability of a Helpdesk Service will be 24 hours, 7 days a week.
Helpdesk Services. 9.1. Helpdesk Services shall consist of free support in respect of the Software via the telephone, fax and email contacts listed on the cover sheet to this Agreement. Helpdesk Services shall be available during office hours in the Country of the Licensor or the Distributor.
9.2. The Helpdesk Services available shall be advice on the operation of the Software and a facility for registering Defects which the Licensor shall use its reasonable efforts to remedy.
9.3. A Defect in the Software shall be a failure of the Software to perform substantially in accordance with the Documentation.
9.4. Helpdesk Services shall not include the repair or remedy of any Defect to the extent that such Defect has been caused by any modification, variation or addition to the Software and/or Documentation not performed by the Licensor or by the incorrect use, abuse or corruption of the Software and/or Documentation or by the use of the Software with software, hardware, operating systems or equipment other than the Supported Platform. The Licensor may charge for the time spent investigating and/or remedying any Defect attributable to such causes at the Licensor then current standard consultancy rates.
Helpdesk Services. Docebo offers two Helpdesk Services types, categorized as Growth and Enterprise. ! * ! * ! *
Helpdesk Services. (i) Provision of services UniPhi must provide the Helpdesk Services to The Company according to this section 4. In this section "Helpdesk Services" means a telephone, facsimile, e-mail and website support service available to The Company to:
a) answer questions and give technical assistance about the installation, use and support of the Software; and
b) log reports of Errors and advise on progress of their correction.
(ii) Availability Helpdesk Services must be available to The Company requirements, 9am - 5pm AEDT Business Days.
(iii) Response Times Immediate Malfunction of the Software (or a material part of it) causing serious Investigate within 2 Rectify error within 5 working days disruption to normal operational capability working days High Obvious and serious flaw in the Software (or a material part of it ) eg Investigate within 3 Rectify error within 10 working days significantly impairs the use by 50% of end users. working days Normal All Errors not covered by "Immediate" or "High" above. Investigate within 5 working days Rectify error within 20 working days or for next software release as determined by The Company Project Software Enhancement request that can be planned into a normal release cycle. These requests are agreed using the Enhancement Work Order process. Investigate within 5 working days By negotiation For reports, the time taken to respond is measured from the time that UniPhi's Helpdesk personnel receive the report to the time that one of UniPhi's technical support staff responds (ie calls back, faxes back, sends a reply email). For questions, the time taken to respond is measured from the time that UniPhi's Helpdesk personnel receive the question to the time that it is satisfactorily answered.
Helpdesk Services. To the extent agreed in the Cover Document, dINK nv shall provide the Helpdesk Services, which can consist of Frond-end Support Services and/or Service Support Services and/or Product Support Services, as further described in the Cover Document.