Support Overview Clause Samples

The "Support Overview" clause defines the scope and nature of support services provided under the agreement. It typically outlines what types of assistance are available, such as technical help, troubleshooting, or customer service, and may specify the channels (like phone, email, or online portal) and hours during which support is accessible. By clearly delineating the support offerings, this clause ensures that both parties have a mutual understanding of the support expectations and helps prevent disputes regarding the level or availability of assistance.
Support Overview. The Demandware support model follows a 3-tier industry best practice to effectively handle inquiries at all levels. The table below outlines the support structure and escalation flow to address simple end user inquires to more complex technical issues requiring Demandware expertise. Level Support Group Description Level 1 Customer Service Customer Service is the initial contact point which all end users of the site log their issues or questions. The function of this support level is to provide the primary communication channel for end-users as well as lo provide basic inquiry handling. Customer Service personnel isolate eCommerce platform issues from other types of user inquiries and escalate them onto the Solution Support team. Responsibility: Customer or designated 3rd party. Level 2 Solution Support The Solution Support team is responsible for all inquires and issue resolution related lo the custom application deployed on the Demandware platform. This team is staffed by Demandware trained personnel and is typically provided by the same organization which was responsible for the deployment. This could be the customer’s internal IT staff, a Demandware certified partner, or directly by Demandware for a fee. This group is authorized to engage Demandware Product Support team for additional assistance in resolving product related issues. Responsibility: Customer or designated 3rd party; or Demandware if Solution Support option is contracted. Level 3 Product Support Product Support is provided by Demandware to authorized, designated contacts trained or certified on our products. The Product Support team has ultimate responsibility for problem resolution of the Demandware platform and manages all technical escalation into Demandware engineering via support processes. Responsibility: Demandware.
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Support Overview. 2.1. The following statements address primary operating requirements SCS shall provide to the Customer: 2.1.1. SCS will provide warehouse and inventory management (the "Services") for the Customer's Goods (the "Goods") at the Facility. The Services performed hereunder are to support inventory management, distribution, and returns processing for the Goods distributed by ▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇. 2.1.2. SCS will assign account management personnel, which will serve as Customer's main day-to-day contact, to coordinate overall program implementation, training and on-going operations. 2.2. Unless otherwise noted within this SOW, Goods will be stored in ambient warehouse temperatures. 2.3. The Facility will be a non-food grade facility. SCS will not store or handle any food products under this SOW.
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Support Overview. This plan provides on-demand support services for a flat monthly fee. Client’s employees get direct access to the CNS Service Desk.
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Support Overview. Fuse is committed to providing responsive and effective support to ensure the smooth operation of your services. Our support team is available during Standard Support Hours: 24/5, from 1:00am on Monday to 1:00am on Saturday SAST (South Africa Standard Time), excluding International Public Holidays. During these hours, our dedicated support agents are ready to assist with any issues, questions, or requests you may have. Support is provided through the following channels: ● Support Portal: Access our support services via our portal at ▇▇▇▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇▇, where you can log issues, track ticket status, view the Fuse knowledge base and ask questions via Live Chat ● Email: You can email ▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ to contact our Support Team. Each email generates a ticket that will be tracked under our SLA commitment. ● Phone: Telephone support is operated during Standard Support Hours. We provide phone numbers for multiple countries in each global region. Phone numbers are listed on our support portal, allowing direct access to our Support team. ● Live Chat: Available during Standard Support Hours for general questions and guidance only.
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Support Overview. The following table provides an overview of the three support levels. SERVICE OVERVIEW SUPPORT LEVEL Global Support 24x7 ✓ ✓ ✓ Access to Riverbed Support Site ✓ ✓ ✓ Software Updates & Upgrades ✓ ✓ ✓ RCPE Foundations and Associate Videos & Resources ✓ ✓ ✓ Faster P2 & P3 Initial Response Targets* ✓ ✓ Faster RMA Hardware Replacement** ✓ ✓ (including onsite) Enhanced Support Program*** ✓
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Support Overview. The Customer shall designate on the Subscription Form, via subsequent support case, or in the Immuta Community website, one primary and one secondary Customer contact who are capable and authorized to perform necessary diagnostic steps at Immuta’s instruction and to provide diagnostic information to Immuta. Customer must ensure such contacts are trained in the use of the Software and have skills similar to the staff provided by Immuta as indicated below. Support Level Entitlements may allow for additional Customer staff in this contact role.
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Related to Support Overview

  • Agreement Overview This SLA operates in conjunction with, and does not supersede or replace any part of, the Agreement. It outlines the information technology service levels that we will provide to you to ensure the availability of the application services that you have requested us to provide. All other support services are documented in the Support Call Process.

  • Project Overview The Developer of this Project is Consolidated Edison Company of New York, Inc., the local electric utility serving the five (5) boroughs of New York City. The Project responds to a Reliability Issue that arose during December of 2011, and February 2012, when Astoria Generating Company, L.P. gave formal notice to the NYS PSC and NYISO of its intent to mothball both Astoria Unit 2 and Astoria Unit #4, respectively. In order to mitigate the Reliability Issue beginning the summer of 2012, the Developer has embarked on an aggressive project schedule to implement the Project. All of the work required will not be completed by summer of 2012, so a two (2) phase approach is being utilized. The Project consists of a transmission connection between the Con Edison 138kV Astoria East Substation and the New York Power Authority’s (NYPA) 345kV Astoria Annex GIS Substation (the “Astoria Annex”). NYPA is the Connecting Transmission Owner, as it is the owner of the Astoria Annex Substation, the Q 35L and Q 35M transmission feeders, and associated shunt reactors, breakers, grounding equipment, fencing and other equipment. The Point of Interconnection for Phase 1 (POI-Phase 1”) of the Project will be at the Connecting Transmission Owner’s Astoria Annex 345 kilovolt (“kV”) Gas Insulated Switchgear (“GIS”) substation (“the Astoria Annex”) between existing circuit breaker R2 and Reactor 2. As part of Phase 1, new relay protection panels and associated equipment, as indicated in figure A-1 are being installed in the Astoria Annex relay rooms, designated as the Line 1 and Line 2 relay panels in their respective relay rooms. The Point of Interconnection for Phase 2 (“POI-Phase 2”) of the Project will be on a permanent basis at the air to GIS bushing on the Connecting Transmission Owner’s Astoria Annex 345 kilovolt (“kV”) GIS, which is between existing circuit breaker 3 and circuit breaker 5, as indicated in figure A-2. Phase 2 includes additional relay protection panels and associated equipment. Upon completion of Phase 2, the relay protection system will be moved to bus section 3-5, and the relay panels installed during Phase 1 will be retired, removed, and replaced by Developer at no cost to the Connecting Transmission Owner. Upon completion of Phase 2, three wood poles, with their cross arms and guide wires will also be removed at no cost to the Connecting Transmission Owner. The Astoria Annex 345kV Substation is an existing indoor GIS design and is configured as a ring bus as shown on Figures A-1 and A-2.

  • Overview (a) The Employer is committed to maintaining a stable and skilled workforce, recognising its contribution to the operation of the Employer. As such, full time direct and ongoing employment is a guiding principle of this Agreement. (b) The Employer will take all measures to achieve employment security for the direct permanent employees of the Employer. The Parties agree upon the measures in this Clause to protect and enhance the employment security, health and safety, terms and conditions of employment and career development of the employees. (c) The employer agrees that it is highly important to ensure that work is performed effectively, efficiently and without undue pressure or bullying, and in a way that promotes OHS and EO principles and practices in the workplace and appropriate representation of employees should they so request. The employer will ensure that its employment practices are consistent with the above principles and practices.

  • Child Support Obligation Under Section 231.006(d) of the Texas Family Code regarding child support, Contractor certifies that the individual or business entity named in this Contract and any related Solicitation Response is not ineligible to receive the specified payment and acknowledges that the Contract may be terminated and payment may be withheld if this certification is inaccurate. If the certification is shown to be false, Contractor may be liable for additional costs and damages set out in 231.006(f).