Support Guidelines Clause Samples
The Support Guidelines clause defines the standards and procedures for providing assistance or technical support related to a product or service. It typically outlines the scope of support, response times, channels of communication (such as email or phone), and any limitations or exclusions. By clearly establishing what support is available and how it will be delivered, this clause helps manage customer expectations and reduces misunderstandings regarding the level of service provided.
Support Guidelines. These “Support Guidelines” govern the Support Services that Imatest provides Buyer for the Software.
Support Guidelines. TouchPoint will provide Software and Services support via TouchPoint’s Support portal during the term of this Agreement. Should a logged case necessitate it, TouchPoint can initiate other contact methods to resolve a case. TouchPoint’s Support team will assist Client’s designated Support administrators with questions that arise from accessing and using the Software or Services including questions about functionality and features unique to TouchPoint Services. All requests for support must be made in writing. Support services do not cover correcting actions by a Client or Client’s representative that create errors in Client’s TouchPoint configuration, Client data or Client’s mobile application. TouchPoint will evaluate each request and if the request requires corrective action by TouchPoint and falls within the definition and guidelines of Support, TouchPoint will work on the request to conclusion. If the request falls outside the definition and guidelines of Support, TouchPoint will provide recommendations and pricing for TouchPoint to perform the corrective action(s) as requested by Client.
Support Guidelines. Phoenix shall use best efforts to respond to and resolve Customer's requests for support hereunder within the time periods set forth in the Phoenix Response and Resolution Guidelines, the current version of which are attached hereto as Exhibit E.
Support Guidelines. Encoding will provide support as set out below in Table 1, (phone and/or email) directly to Provider for connectivity problems, Merchant user problems, end user problems and hosting problems associated with merchants accessing the Encoding server.
6.1 Encoding will provide to Provider the telephone numbers and URLs to which Provider will refer its technical support designates for Streaming Site support questions. Encoding's technical support staff will be available to Provider for immediate consultation regarding the Encoding services during the hours provided below in Table 1.
6.2 If Encoding detects, or Provider reports in writing any material defects, non-conformity to specifications or compatibility problems directly related to the Encoding service to Encoding, Encoding shall use best efforts to correct such defects, non-conformity or compatibility problems as set forth in Table 2.
6.3 At Providers request, Encoding will give access to appropriate areas of Encoding to allow Provider to provide 1st line support to end users.
6.4 Encoding will offer initial training to designated Provider support personnel for Provider's initial launch. This will include training to allow Provider to manage a read only remote administration service. Ongoing training will be offered to Provider support personnel, on Provider's request, at Encoding's standard commercial rates.
6.5 Encoding will maintain and offer Provider Knowledge Base Documents for tips and techniques on the most common development/integration issues as well as Frequently Asked Questions (FAQ's) and other online help information as appropriate for end users' use.
6.6 Encoding Holidays are celebrated on the day on which it falls during a normal workweek, or the Monday or Friday closest to the Holiday when it falls on a weekend. Holidays are: New Years Day, President's Day (third Monday in Feb), Memorial Day (May 31), Independence Day (July 4th), Labor Day (first Monday in September), Thanksgiving Day and day following (fourth Thursday in November), Christmas Eve and Christmas Day (Dec 24-25). The clock will stop at 6PM PT on the last normal working day and restart at 6AM PT the next working day.
6.7 Encoding will provide Provider with a minimum of 30 working days written notice of any proposed enhancements to the service including any new releases.
Support Guidelines. We strive to support a highly-available, scalable and dependable solution. ZynBit support defines and measures certain service level objectives (SLOs) to easily incorporate into your existing corporate service frameworks. Providing these simple and measurable objectives presents your internal business users and IT departments with a transparent framework for understanding how ZynBit customer success & support will work with you. Our primary inbound support communications are automated error logging, online chat – ▇▇▇.▇▇▇▇▇▇.▇▇▇/▇▇▇▇, and email support ▇▇▇▇@▇▇▇▇▇▇.▇▇▇. ZynBit Support Team Location & Availability We are available 24 hours a day/7 days a week to respond to production down severity level (S0) support cases. Regular support hours are 8am to 6pm US EST 5 days a week for all other severity level (S1, S2, S3) support cases. Support tickets can be filed anytime using ▇▇▇▇@▇▇▇▇▇▇.▇▇▇. Please note, weekend support is only available for S0 support cases and response/resolution time is in US EST time zone. Severity of Support Case S0: No Access to ZynBit-System meltdown [24/7 Support Available] Phone/Remote-in ZynBit production environment is down and none of your users can login or access ZynBit Same Business Day Same Business Day S1: Major Issue- Help me now [12/5Support Available] Phone/Email/Chat Significant functionality is impaired for most users. Example issues: -Login/authentication issues -Data uploads -Admin access is blocked Same Business Day 3 Business Days S2: Normal- Take a look please [12/5 Support Available] Phone/Email/Chat Minor functionality is impaired Example issues: -Login/authentication issues affecting at least 1 user -Error messages, individual failure Same Business Day 5 Business Days S3: Low- I am surviving but need assistance [24/7 Support Available] Email Minor issues, information requests, new feature suggestions. 24 Hours 10 Business Days In the event after hours services are required by Customer, ZYNBIT will ▇▇▇▇ at the agreed upon hourly rate; provided, that Customer has in writing pre-authorized the after-hours services and the agreed upon hourly rate.
Support Guidelines. 3.1 IDEXX will provide support during normal business hours at IDEXX service locations, except holidays. You must make any claim within the applicable coverage period. In case of malfunction, you must first contact IDEXX Customer Support by telephone at IDEXX’s number provided in your product Documentation. IDEXX telephone support is available 24 hours a day, seven days per week, except holidays. IDEXX’s support personnel will guide you in your attempt to correct your reported problems. If telephone or electronic support (as described in Sections 3.2 and 3.3) is not successful, IDEXX will provide you with further instructions. IDEXX has no obligation to provide on-site service; if it is necessary to return the product, you must do so to IDEXX’s designated facility for examination. Products may not be returned unless IDEXX has issued you a Return Material Authorization (“RMA”) prior to the return. Shipping costs for authorized returns to and from IDEXX authorized facilities are payable by IDEXX. You are responsible for costs associated with unauthorized returns, and for returns not covered by IDEXXCare Plus. Shipping costs and repairs for products returned without an approved RMA are payable by you, and repairs for such products will be billed at IDEXX’s then- standard rates for such work. All parts and products subject to exchange for different parts and products from IDEXX become the property of IDEXX.
3.2 If you wish to receive electronic support on instruments for which such support is available, you must maintain an electronic link-up with IDEXX as IDEXX may direct from time to time. IDEXX will ship you loaner equipment if IDEXX elects to repair rather than replace your equipment and the time required to complete repairs exceeds 72 hours from receipt at IDEXX’s repair facility, or otherwise at IDEXX’s sole discretion. You shall pack and return- ship to IDEXX the malfunctioning equipment the next business day after your receipt of loaner equipment. IDEXX will ship you the repaired equipment and you shall pack and return-ship the loaner equipment to IDEXX within two (2) business days after your receipt of the repaired equipment. If IDEXX elects to replace your equipment, IDEXX will ship you a replacement unit within 24 hours, during normal business hours, Monday-Friday, excluding holidays. You shall pack and return-ship IDEXX the malfunctioning equipment within two business days after your receipt of the replacement equipment. ▇▇▇▇▇▇▇ returns are subject...
Support Guidelines. Unitrends Technical Support is intended to resolve Problems with the currently supported versions of Unitrends Products that do not meet product design criteria and impact customer business processes as described in the Severity Level Assignment section above. Other issues or situations outside the scope of Technical Support do not qualify for support. These situations can include: • Non-Unitrends hardware or software not supplied and installed by Unitrends • Issues with non-supported versions of Unitrends Products which includes any Release of the Software other than the Current Release • Product installation problems with Products not installed by Unitrends or Certified Partners Option 1 – Basic Warranty. Applies to Recovery-Series Appliances All Support Plans include the Basic Hardware Support. The following warranty is made available to Customer in accordance with and for the time period specified in the Agreement if Customer has elected to receive and pay for Unitrends Platinum Support: • Hardware Parts Warranty2 • Next business day hardware parts replacement shipment (does not include Chassis Replacements) in the event of a hardware failure that is the result of a material defect in Unitrends hardware • 3-5 business day replacement unit quick shipment in the event of a hardware failure that is the result of a material defect in Unitrends hardware • Firmware upgrades All Support Plans include the Basic Hardware Support. Unitrends will use commercially reasonable efforts to diagnose Severity Level 1 and 2 Problems on Hardware within one business day of its initial response to Customer. Unitrends reserves the right to repair Supported Hardware by providing On-Site Support, request shipment of the Supported Hardware to Unitrends for repair, or replace failed Supported Hardware. Replacement units may be newly manufactured or refurbished. For Severity Level 1 and 2 Problems, a registered Technical Contact must be in the location of the Supported Hardware in order for diagnostic services to be provided. Should the Technical Contact leave the site or be unavailable to work with the Unitrends Customer Support Engineer, diagnostic activities will stop and resume only once the Technical Contact is in the location of the Supported Hardware and available to assist with the diagnostic process. All repairs on Supported Hardware must be conducted by a Unitrends designated, qualified hardware service technician. Unitrends reserves the right to void any warranty and n...
Support Guidelines