Support Description Clause Samples
The Support Description clause defines the scope and nature of support services that will be provided under the agreement. It typically outlines what types of assistance are included, such as technical help, troubleshooting, or customer service, and may specify response times, channels of communication, or service hours. By clearly detailing the support obligations, this clause ensures both parties have a mutual understanding of what support is available, thereby reducing misunderstandings and setting expectations for service delivery.
Support Description. Full off-site and telephone support between the hours of 8:30 am and 4:30 pm, EST – Monday through Friday. Training Description: N/A Backup Requirements: Service provider shall perform daily backups of Customer data with 30-day retention.
Support Description. This service follows the incident management policy, processes, and procedures as described in the Penn State Service Management Program Incident Management Policy, Process, and Procedures document available at ▇▇▇.▇▇▇.▇▇▇/▇▇▇▇▇▇▇▇▇. Please refer to that document for a detailed description of the policy, processes, and procedures.
Support Description. Pantheon’s description of available support services (“Support”) is made available at ▇▇▇▇▇://▇▇▇▇▇▇▇▇.▇▇/docs/support . Your selection of Support to be performed and associated fees will be set forth in an Order Form agreed upon by the parties. Pantheon will make reasonable efforts to provide the Support described in the applicable then-current support description posted on Pantheon’s support web site (each, a “Support Description”). Pantheon may change a Support Description at any time by posting a new Support Description on its web site. This Agreement only covers Support described in the Support Description. No other support will be provided under this Agreement.
Support Description. Owner agrees to pay franchise for the rights to own and operate this franchise location. Payment amount is shown in the table above and includes any deposits, discounts, and taxes related to said amount. Owner also agrees to pay said Company royalties up to [Dollar.Amount] on a monthly basis as agreed upon by both parties.Failure to pay any royalties and/or fees within agreed time period may result in termination, seizure or withdrawal of the Owner's franchise license.
Support Description. PNT will provide support for the service as described in the document available at the PNT website.
Support Description. 2.1 Services. Support includes the following with respect to Customer’s Covered Products:
(a) Telephone and Online Support. ▇▇▇▇▇▇▇ will provide support to Customer through telephone and/or through ▇▇▇▇▇▇▇’▇ online support web site (▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇▇.com). In addition, ▇▇▇▇▇▇▇ will provide Customer with (A) online Support Ticket entry; (B) online Support Ticket tracking and status updates; (C) online download areas for Service Packs, Hot Patches, and support information; and (D) online access to ▇▇▇▇▇▇▇ support resources as determined by ▇▇▇▇▇▇▇ (e.g., knowledgebase, FAQs, support papers and application notes, etc.).
Support Description. 2.1. Basic Support is the support provided by the Licensor to the designated Licensee Administration Users during normal business hours from Monday to Friday, 08h00 until 17h00 in the time zone that the Licensor is domiciled to adequately support the use of the Licensor System. Basic Support may include both chargeable Basic Support or non-chargeable Basic Support (“Covered Basic Support”) as detailed in a Work Order. This includes the following:
2.1.1. support required to assist Licensee Administration Users with using existing functionality;
2.1.2. meetings initiated by Licensee (excluding non-billable periodic Licensee visits initiated by the Licensor);
2.1.3. support relating to general enquiries by Administration Users that fall outside of the items listed in clause 2.2 of Annexure SLA.
2.2. Advanced Support consists of additional services and support thereof provided by the Licensor in terms of the agreement that do not form part of the scope of the Services (and support thereof) and includes (“Advanced Support”):
2.2.1. implementation of new modules or additional development work;
2.2.2. support provided for any non-system related enquiries, including, inter alia: accounting support ("Technical Support"); and
2.2.3. System training to Administrative Users over and above the training that is provided as part of the initial deployment of the System.
2.3. For the avoidance of doubt, support in the event of Bugs and support in case of an Unplanned Outage shall not be considered Advanced Support.
2.4. Should the Licensee require any of the Services and support in relation to the items in clause 2.2, the Licensor will provide Licensee with a separate quotation outlining the fees and terms for performing such work. The proposed fee will be calculated based on the Advanced Support Fee stipulated in the Work Order.
Support Description