Normal Support Hours. Remote help desk and vendor management of Client’s computer network(s) will be provided to the Client by JMCo through remote means between the hours of 7:00 am – 6:00 pm Monday through Friday, excluding observed holidays (as indicated in Appendix E) (Normal Support Hours). However, JMCo shall not cease providing support to Client at 6:00 pm where such support was initiated prior to 6:00 pm, and is identified as critical in nature1. Critical Event Alerting2 will be provided 365/24/7.
Appears in 2 contracts
Sources: Outsourcing Agreement, Outsourcing Agreements