Common use of Service Types Clause in Contracts

Service Types. The success of the Service Level Requirements depends fundamentally on the ability of the Client and Paradigm to communicate credible and reliable information. First, the Client and Paradigm acknowledge and agree that it is important that there be a clear chain of communication between Paradigm and the Client. Second, the Client and Paradigm acknowledge and agree that it is important that there be a clear matrix of responsibility between the Parties. The various service types are listed and described in this Section 4. The service types “Type 5” and “Type 6” are exclusive to Paradigm; in some instances, Clients/Partners may support Types 1-4 in part or in whole. During the provision of Standard Support Services, Paradigm is required to comply with the Client’s protocols for remote access and software change control. 4.1 Type 1 – Help Desk and Basic Configuration Support a) Respond to phone / mail / electronic communications b) Provide end users with how-to guidance c) Provide Administrative users with help on basic configuration d) Account setup configuration for Haulers and Jobs e) Inform Client of closure of Type 1 ticket f) Escalation / dispatch to Type 2 or Type 3 4.2 Type 2 – Hardware Support a) Initial Hardware configuration b) Initial Server Environment set-up c) Diagnostic assistance d) Troubleshooting devices and network e) Repair and supply of custom hardware (provided by Paradigm per manufacturer’s warranty) f) Inform Client of closure of Type 2 ticket g) Escalation / dispatch to Type 2 or Type 3 4.3 Type 3 – Advanced Support a) Advanced configuration settings b) Diagnostics of Incidents c) Problem replication