SAAS SUPPORT Sample Clauses

SAAS SUPPORT. All support for the SaaS shall be conducted as defined in the Specifications.

SAAS SUPPORT. 7.1 Customer shall be provided with SaaS Support during the Subscription Term in accordance with the applicable CA Support Policy at ▇▇▇▇▇://▇▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇.▇▇▇/. To access SaaS Support, Customer may utilize the CA support website, or other site or notification mechanism as CA may designate from time to time.

SAAS SUPPORT. 7.1 Customer shall be provided with SaaS Support during the Subscription Term in accordance with the applicable CA Support Policy at ▇▇▇▇▇://▇▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇.▇▇▇/ or as specified in the applicable Saas Listing or Service Description. To access SaaS Support, Customer may utilize the CA support website, or other site or notification mechanism as CA may designate from time to time. 7.2 The SaaS Release and Upgrade Policy located at: ▇▇▇▇▇://▇▇▇▇.▇▇▇▇▇▇▇▇.▇▇▇/docs/ca-saas-release- and-upgrade-policy-for-ca-technologies, describes CA’s SaaS release and upgrade cycles, customer notices, timing, as well as other pertinent information such as version requirements for all the SaaS offerings that have published release cycles. For Symantec branded offerings, CA will aim to provide Customer with twelve (12) months’ notice of the last date of an Online Service’s availability. CA will provide such notification to Customer’s then-current business or technical contact, and/or by publication on the applicable administrator portal for the Online Service(s). Once an Online Service is no longer available, Customer will no longer have access to or use of the Online Service.

SAAS SUPPORT. 8.1. The Ordering Activity shall be provided with SaaS Support during the Subscription Term. 8.2. For any SaaS Support requests, Ordering Activity should be prepared to provide to SaaS Support personnel, all pertinent information, in English, including but not limited to, Ordering Activity number or site identification number, incident severity, SaaS/software name, area of SaaS (Production or Sandbox), incident description, and a technical contact familiar with Ordering Activity’s environment or the problem to be solved. Ordering Activity must use reasonable efforts to communicate with CA in order to verify the existence of the problem and provide information about the conditions under which the problem could be duplicated. 8.3. Upon receiving Ordering Activity’s technical contact information, SaaS Support will be provided in a timely and professional manner by qualified support engineers as defined below: i. Access to CA help desk and the ability to open and manage support incidents via CA support online or by telephone. ii. Production environment support: 24x7 for severity 1 incidents; normal business hours for severities 2-4. iii. Sandbox environment support: Normal business hours for incidents of all severities. iv. Access to CA support website (currently: ▇▇▇▇://▇▇▇▇▇▇▇.▇▇.▇▇▇) for 24x7x365 online support and access to CA software product and documentation, global user communities and regional user groups, FAQs, samples, webcast recordings and demos, usage tips, technical updates and HYPER notifications, as such are made available by CA. v. Interactive remote diagnostic support allowing CA support engineers to troubleshoot an incident securely through a real-time browser-based remote control feature. vi. Additional support such as file storage, point in time backup, periodic file refresh and basic reporting may be available at CA’s discretion according to the SaaS provided. Any additional support requirements are only by prior written agreement with CA. 8.4. In order to respond to an issue raised through SaaS Support, CA may request Ordering Activity to upgrade to appropriate operating systems and or third party applications as required in order to properly operate and access the SaaS offering. Any such upgrades or installations shall be at the Ordering Activity’s sole option and discretion. The costs associated with any upgrades required and any such installations are not included as SaaS Support and all such costs shall be the responsibility of the ...

SAAS SUPPORT. During the Term, IDVerifact will provide Customer with support services (the “SaaS Support”) in accordance with IDVerifact’s SaaS Support Policy as described on IDVerifact’s website at ▇▇▇▇▇://▇▇▇▇▇▇▇▇▇▇.▇▇▇/legal, as may be amended from time to time.

SAAS SUPPORT. 9.1. Licensor shall provide Customer with initial onboarding services to include data cleansing and import, initial training, initial consulting, and general SaaS Support during the onboarding process (“Onboarding Services”). Once these initial services have been completed, in the Licensor’s determination, the Onboarding Services shall be complete. 9.2. Ongoing support services during Subscription Term includes error report handling and incident management and work-around solutions as and when needed, in accordance with the Support Terms found at ▇▇▇▇▇▇▇▇▇▇▇.▇▇▇/▇▇▇▇▇▇▇-▇▇▇▇▇.▇▇▇ (“Support Terms”). 9.3. All other requests outside of initial Onboarding Services, including but not limited to additional training, data conversion, data cleansing, data import, and consulting are considered Advisory Services. A separate Statement of Work (SOW) and scoping is required for all Advisory Services and are out of the scope of this Agreement and Onboarding Services. 9.4. Licensor will send an email to Customer's technical contact identified in the Transaction Document, setting out the SaaS URL(s) and other information necessary for initial use of the SaaS. Customer shall provide information as requested within 7 days of receiving the email. 9.5. Customer will utilize the Licensor Support website, or other site or notification mechanism as Licensor may designate from time to time, to notify Licensor of SaaS availability issues, request other in-scope technical support assistance, or for Customer to provide feedback or approvals on requests as applicable.