Onsite Level II Support Sample Clauses

Onsite Level II Support. ● Insight will provide deskside support resources to Client. ● The deskside support technicians will also handle IMAC requests. ● Insight and the State of Iowa OCIO will monitor and review incident and IMAC activity to ensure expected normal volumes are not exceeded. ● The Onsite Level II support team will be assigned incidents through the State’s incident management system for second-level deskside issues. ● All incidents will be tracked and managed within the State’s incident management system. ● All computers touched by the level II support team will be configured to be managed by SCCM and have data files directed to a designated cloud location for storage per the OCIO guidelines ● Insight will provide security services for Endpoint Devices including the configuration of Endpoint Devices in coordination with the State and in accordance with applicable IT Governance Documents to ensure the highest levels of information security are achieved. ● Insight will immediately report all confirmed and suspected security intrusions, Security Breaches, and incidents to the State upon detection. ● Insight will provide support Services including Endpoint Device technology assistance for events such as after- hours board meetings that require in-person technology assistance and other special projects. ● Insight will utilize the OCIO’s designated asset management system to track changes to hardware or software when they occur. The reporting aspect will be based on the level of access Insight will have and the capability of the OCIO’s designated asset management system. ● Insight will participate in problem resolution affecting Endpoint Devices regardless of root cause, including those problems thought to involve IT Infrastructure Services not managed by Insight. Insight will work collaboratively with the State on the resolution of problems as a part of a team until they are resolved. ● Insight will ensure all Microsoft Windows Endpoint Devices are connected to the State of Iowa Active Directory and SCCM environment, except as waived by the OCIO in writing. ● Ensure all Microsoft Windows Endpoint Devices are attached to the State of Iowa anti-malware environment. ● Ensure all Microsoft Windows laptops and tablets utilize the State of Iowa encryption services environment. The objective of the Onsite Level II support engineer is: ● To be the “on-site resolution team” to which the Service desk will transfer incidents that it cannot solve remotely. ● To provide necessary in...
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Related to Onsite Level II Support

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Minimum Customer Support Requirements for TIPS Sales Vendor shall provide timely and commercially reasonable support for TIPS Sales or as agreed to in the applicable Supplemental Agreement.

  • Service Level Expectations Without limiting any other requirements of the Agreement, the Service Provider shall meet or exceed the following standards, policies, and guidelines:

  • Service Level Agreement 6.1 NCR Voyix will use commercially reasonable efforts to make the Service available to you at or above the Availability Rate set forth at ▇▇▇▇▇://▇▇▇.▇▇▇.▇▇▇/support/aloha-sla. If NCR Voyix does not meet the Availability Rate, you are entitled to request a service-level credit subject to the terms of this Agreement. This credit is calculated as a percentage of the monthly recurring bill (or monthly pro rata share of billing, if billing does not occur monthly) for the Service for the month in which the Availability Rate was not met. The Availability Rate is determined by: (a) dividing the total number of valid outage minutes in a calendar month by the total number of minutes in that month; (b) subtracting that quotient from 1.00; (c) multiplying that difference by 100; and (d) rounding that result to two decimal places in accordance with standard rounding conventions. The number of outage minutes per day for a given service is determined by the lesser of the number of outage minutes. 6.2 Unavailability due to other conditions or caused by factors outside of NCR Voyix’s reasonable control will not be included in the calculation of the Availability Rate. Further, the following are expressly excluded from the calculation of the Availability Rate: (a) service unavailability affecting services or application program interfaces that are not used by you; (b) cases where fail-over to another data center is available but not utilized; (c) transient time-outs, required re-tries, or slower-than-normal response caused by factors outside of NCR Voyix’s reasonable control; (d) Scheduled Downtime, including maintenance and upgrades; (e) force majeure; (f) transmission or communications outages outside the NCR Voyix- controlled environment; (g) store-level down-time caused by factors outside of NCR Voyix’s reasonable control; (h) outages attributable to services, hardware, or software not provided by NCR Voyix, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services; (i) use of the Service in a manner inconsistent with the documentation for the application program interface or the NCR Voyix Product; (j) your Point of Sale (“POS”) failure or the failure to properly maintain the POS environment, including updating the POS firmware or version of the software running on the POS as recommended by either NCR Voyix, a third-party POS reseller or servicer; and (k) issues related to third party domain name system (“DNS”) errors or failures. 6.3 To obtain a service-level credit, you must submit a claim by contacting NCR Voyix through the website at ▇▇▇▇▇://▇▇▇.▇▇▇.▇▇▇/support/aloha-sla Your failure to provide the claim and other information will disqualify you from receiving a credit. NCR Voyix must receive claims within 60 days from the last day of the impacted month. After that date, claims are considered waived and will be refused. You must be in compliance with the Agreement in order to be eligible for a service-level credit. You may not unilaterally offset for any performance or availability issues any amount owed to NCR Voyix. If multiple Services experience an outage in a given month, the total credit for that month will be the highest credit allowed for any single Service which failed; there is no stacking of credits. 6.4 The remedies set forth in the Section are your sole and exclusive remedies for performance or availability issues affecting the Services, including any failure by NCR Voyix to achieve the Availability Rate.

  • Level IV a. If the grievant is not satisfied with the disposition of his/her grievance at Level III, he/she may file the grievance within five (5) days of the Level III response for transmittal to the Board. b. The Board will hear the grievance at its next regularly scheduled meeting or a special meeting which has been called for that purpose. The Board shall transmit its written decision to the grievant within five (5) days of the meeting. The decision of the Board shall be final. Nothing in this section shall be construed so as to deny a grievant any appeal rights available under the law.