Common use of Silver Level Services Clause in Contracts

Silver Level Services. Silver level scope of Services shall be as set forth below: 2.1 8X5 Remote Support. (i) Technical telephone support eight (8) hours a day, five (5) days a week between the hours of 9:00 AM and 5:00 PM local time for the assigned TAC, Monday through Friday, excluding Dialogic holidays (“Standard Support Hours”), for queries and assistance related to the Applicable Products. (ii) Use of remote diagnostic capabilities in the Applicable Products by Dialogic engineers to assist in the diagnosis and resolution of problems. Customers are obligated to provide Dialogic with remote access to all the equipment in order to receive services. Such access will be through VPN or other means. (iii) Access to Dialogic call tracking web site, which will provide current details and status of all Customer's open and recently closed calls and allow the Customer to log new Service Requests, subject to registration of individual users and adherence to Dialogic security requirements.

Silver Level Services. Silver level scope of Services shall be as set forth below: 2.1 8X5 Remote Support. (i) 2.1.1. Technical telephone support eight (8) hours a day, five (5) days a week between the hours of 9:00 AM and 5:00 PM local time for the assigned TAC, Monday through Friday, excluding Dialogic holidays (“Standard Support Hours”), for queries and assistance related to the Applicable Products. (ii) 2.1.2. Use of remote diagnostic capabilities in the Applicable Products by Dialogic engineers to assist in the diagnosis and resolution of problemsissues. Customers are obligated to provide Dialogic with remote access to all the relevant equipment in order to receive services. Such access will be through VPN or other appropriate means. (iii) 2.1.3. Access to Dialogic call tracking web site, which will provide provides current details and status of all Customer's open and recently closed calls Tickets and allow allows the Customer to log new Service Requests, subject to registration of individual users and adherence to Dialogic security requirements.