Support Options. Standard or Premier (a) ScienceLogic will provide Standard telephone support in Americas from 8:30 AM to 6:00 PM Eastern Time, and Standard telephone support for international customers from 1:00 AM to 6:00 PM Eastern Time Monday through Friday, excluding regularly scheduled holidays of ScienceLogic. Service requests transmitted during non-business hours shall be considered received by ScienceLogic on the next business day. (b) Customer may choose to purchase optional 24/7 Premier after-hours break-fix support. If this support is purchased customer will have access to telephone support outside of the above hours. This after-hours support is to be used only in case of EM7 system failure that prevents the normal operation and/or use of EM7. If such Premier support is purchased, Customer will be provided a unique after-hours support identification number and phone system navigation number that should be used when requesting after-hours support.
Appears in 2 contracts
Sources: Support and Maintenance Agreement, Support and Maintenance Agreement