Level of Support Clause Samples
The "Level of Support" clause defines the specific degree and type of assistance or maintenance that one party is obligated to provide to the other under the agreement. This may include details such as response times for support requests, availability of technical help, or the scope of services covered, such as software updates or troubleshooting. By clearly outlining these expectations, the clause ensures both parties understand the support standards to be met, reducing the risk of disputes and ensuring reliable service delivery.
Level of Support. The level of support that the Consultant can provide is dependent upon the cooperation of the Client and the quantity of information that the Client can provide. If the Consultant cannot reproduce a problem or if the Client cannot successfully gather adequate troubleshooting information, the Consultant may need temporary login access to the Client system to identify and address the problem.
Level of Support. Each party will further provide the other with the same level of support that is offered to its customers for the specific product for which support is requested.
Level of Support. (Does s/he give me the support in time and resources that I need to align classroom instruction to standards?)
Level of Support. From and after one week prior to the Launch Date, Provider shall provide at all times of every day a database server administrator and a Web site administrator at the Access Terminals Site and a security consultant on an as-needed basis to provide the Services set forth in Section 2.2.
Level of Support. Distributor and OPEN MARKET acknowledge that three (3) levels of support are required.
2.1.1 ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇. ▇▇▇▇▇ ▇ (problem verification) handles calls requiring --------------- a relatively low, but broad degree of product expertise. Level 1 activities include the following: . Provide Initial Customer Contact . Maintain Problem Log . Provide Problem Description and Definition . Ensure Continuous Availability . Manage Remote Connections . Maintain Customer Configuration Data . Resolve Software Installation Inquiries and Problems Remotely . Provide Appropriate Quality Metrics to Management . Provide Remote System Administration and Configuration Assistance . Attempt Problem Reproduction
2.1.2 Level 2 Support: Level 2 (problem determination and temporary fix) --------------- requires both broad and in-depth product expertise. Level 2 support has full responsibility for problem trouble- shooting, and development of avoidance's and workarounds. Level 2 activities include the following: . Critical Call Access or as per Contract/Support Plan . Provide Problem Determination and Verification . Perform Remote Diagnosis . Provide Patch to Customer . Provide Engineering (Level 3) Interface
2.1.3 ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇. ▇▇▇▇▇ ▇ requires engineering level technical expertise. --------------- The Level 3 support organization has complete ownership of the field release process, and similarly is responsible for providing timely and accurate product defect descriptions and resolution plans to Distributor Level 1 and Level 2 support. Level 3 support activities include the following:
Level of Support. Microdyne will supply Level One telephone support. In the future, Epson may wish to move to Microdyne's Level One/Level Two support. In that case, the parties will negotiate mutually satisfactory terms of the support, including billing rate, billing method and management metrics. Until terms are negotiated, the terms in this agreement will continue as provided in this agreement.
Level of Support. 99% of the time T- Host IT will start works on your Website Maintenance within (2) working days of receiving the request.
Level of Support. Honeywell offers the following levels of Support:
3.1 9X5 Support- Includes Casual Consulting and Technical Support Monday through Friday from 8:00 AM to 5:00 PM, per customer specific time zone, including US Eastern, US Central, US Mountain and US Pacific time zones as applicable except for Honeywell holidays.
Level of Support. (a) The Procuring Entity shall be responsible to provide First Level Support in relation to the Software as agreed by the Parties.
(b) The JV Consultant shall be responsible to provide Second and Third Level Support in relation to the Software as agreed by the Parties.
(c) The JV Consultant shall provide mutually agreed support during the setting up of the Disaster Recovery (“DR”) in relation to the Software as required by the regulatory authorities without additional charges to the Procuring Entity. The JV Consultant shall be entitled to charge additional charges for support services beyond the DR.
Level of Support. The complete EMS package will be supported (Till and Back Office software) and will include answering telephone queries, analysing and correcting database issues and responding to operational procedures. Discussions on system enhancements will also be included, but see ‘Ongoing Development’ later in this document. Should it be necessary to visit a store on a support issue an agreed fee will be charged. Corruption in databases will be corrected by restoring from the last good backup, so it is the user’s responsibility to ensure that backup of the database is performed frequently (ideally every day). The following are not covered in this Service Level Agreement: - All hardware including Till, Network (and Cables) and Back Office Computers. (please see Hardware Maintenance later in this document). Any third party software or application package running on the same equipment as the EMS system.