Service Support Clause Samples
The Service Support clause defines the obligations and procedures for providing assistance and maintenance related to the contracted services. Typically, it outlines the types of support available, such as technical help, troubleshooting, or customer service, and may specify response times, contact methods, and hours of availability. This clause ensures that users have reliable access to help when issues arise, thereby maintaining service quality and minimizing disruptions.
POPULAR SAMPLE Copied 1 times
Service Support. Customer's MIS/Technical administrator or contact is solely responsible for all first line customer support for End-Users. If End-Users require additional support, only Customer's designated Help Desk or MIS/Technical contact may request support directly from PSINet's Customer Support Group (CSG).
Service Support. In accordance with an agreed upon Statement of Work and SLA, the Services may include Service Provider’s standard customer support services (the "Support Services") in accordance with the Service Provider’s service support schedule then in effect, available at ▇▇▇▇://▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇/msa (or a successor website address) or as otherwise set out in the applicable Statement of Work or SLA (the "Support Schedule"). Service Provider may amend the Support Schedule from time to time in its sole discretion. Customer may purchase enhanced support services (“Expertise on Demand”) separately at Service Provider’s then current rates, or as otherwise agreed upon in respect of such Expertise on Demand services.
Service Support. Minitab provides You, at no additional charge, reasonable amounts of technical support in accordance with Our published Support Policy.
Service Support. The Services include Provider’s standard customer support services in accordance with the Provider service support schedule then in effect. Provider may amend such support schedule from time to time in its sole discretion.
Service Support. Timewax's support consists of the following main activities: - Application management of the Software - Technical management of the Facility - Second-level user support The Application management of the Software leads to the following results: - working Functionality - repaired defects in the Functionality - introduced new versions of the Software - updated manuals and help function The Technical management of the Facility leads to the following results: - secured data - recovery of lost data - optimum performance of the production system - environment secure from unauthorised access - updated technical documentation For the Support of the Client in the use of the Software Timewax will equip a support desk for second-level user support. The Client may turn to this support desk for: - functional questions - reporting incidents - information supply Performing first-level user support and Functional Management of the Software are explicitly not covered by Timewax's Support. It is the Client's own responsibility to organise these, as described in chapter 4.
Service Support. Unless otherwise agreed in writing by the Parties, the Supplier will not, under this Call-Off Contract, provide any service not specified in clause 4.1, including:
Service Support. Hours Engineers Support Monday - Friday Telephone Support Monday - Friday Customer Complaints Process Customer Responsibilities
Service Support. Service Support is the service provided by the Supplier to the Buyer for the availability, time, and attention of the Supplier’s staff for non-emergency issues and non-Urgent priority Support Tickets related to the Web Service..
Service Support. After Service activation, Buyer shall be required to contact Seller to report any network outages or problems with any aspect of the Service. Buyer shall use Seller-Provided Equipment and other equipment in compliance with the associated manuals and Seller's operating procedures, and shall not abuse or modify any Seller-Provided Equipment used as part of the Service, regardless of whether it is owned by Buyer or Seller. If the Service utilizes Seller-Provided Equipment, then Seller shall furnish Service and Support of the Seller- Provided Equipment when required, provided that the Buyer is in compliance with the Agreement. Seller shall have no responsibility to provide any support of any aspect of the Service if Buyer has modified any aspect of the Service in any way. For the avoidance of doubt, Seller shall have no responsibility to provide any support for any Buyer- provided or owned equipment or equipment that is not a component of the Service, and in all such cases, all costs and expenses related to fault isolation, diagnosis, hardware repair or replacement and software updates shall be Buyer's sole and exclusive responsibility. Hours of support are as follows:
(a) Hosted PBX Hardware Coverage Hours. Hosted PBX hardware Service and Support coverage applies during standard business hours: 8:00a.m. to 5:00p.m. in the time zone of the covered Seller-Provided Equipment, Monday through Friday, excluding Seller observed holidays.
(b) Network Services Coverage Hours. Seller Network Service support is provided on a 24 x 7 x 365 basis.
Service Support. Subject to the Distributor's customer service policy and in union with the Supplier, the Distributor will provide sales support including, without limitation, returns processing, End-User inquiries, field account maintenance and mutually-approved sales incentives, in the form of "free goods," etc.