Services and Service Levels. DAG TECH will provide A+ Animal Information Technology Support Services (“Services”) to the Master Account. Services mean those services covered in the applicable subscription plan, incorporated herein by reference, to which the CLIENT subscribes. Further, the Services are subject to the following service levels: a. Priority Level Definition. The Services shall be categorized and addressed in accordance with the following Priority Levels: i. Urgent – Critical Services down, company data loss, urgent security response, time sensitive offboarding. ii. High – Non-critical Services down, User data loss, security response, normal offboarding. iii. Normal – Resolutions, configuration modifications, Services optimization, onboarding, standard maintenance. iv. Low – User preferences, User device optimization, low priority maintenance. The Priority Level shall be determined by DAG TECH at its sole discretion.
Appears in 2 contracts