Support Plans Sample Clauses

Support Plans. Solution Assurance under this CCSLA covers any issues directly relating to the Solution QDABRA created for CLIENT, such as: QDABRA designed forms and dashboards; web sites and solution configuration; collection of data; processing of data flows; and workflows and reporting. Solution Assurance under this CCSLA DOES NOT cover: Anything outside of the QDABRA solution; line of business processes downstream from the solution; machine configurations for users; or design change requests completed after the start of the support plan. The plan levels, fees, project reviews included, response time, and included support hours are set forth below: Plan Level Quarterly Payment Option Annual Payment Option Project Reviews Included Response Time for Support Requests During Normal Support Hours Included Support Hours/Qtr. Basic $625 $2,250 (Save 10%) Annual < 48 hours 4 Standard $1,250 $4,250 (Save 15%) Quarterly < 24 hours 8 Enterprise $2,500 $8,000 (Save 20%) B-Monthly < 12 hours 16 VIP $5,000 $15,000 (Save 25%) Monthly < 4 hours 32 Unused support hours roll over to the next quarter and become “Rollover Hours.” Unused Rollover Hours expire at the end of the Term in which they accrued (i.e. if accrued in the Initial Term, they expire at the end of the Initial Term; if accrued during an Extended Term, they expire at the end of the Extended Term in which they accrued). If CLIENT changes to a lower level of plan at the end of a Term, expired Rollover Hours from the prior Term can also be used during the Extended Term to attend QDABRA training classes or have QDABRA perform health checks if such services are offered by QDABRA during the Extended Term. Fees for the Initial Term are in U.S. Dollars and can be either paid quarterly or annually. If CLIENT selects the Annual Plan option, payment for the fee set forth in this Section 4.a is due on the Effective Date of this Agreement. If CLIENT selects the Quarterly Pay option, payment for the first quarterly fee set forth in this Section 4.a is due on the Effective Date of this Agreement and payment of the fee for each subsequent quarter of the Initial Term is due on the first day of each quarter.

Support Plans. Coverage parameters specific to the Support Plans under this Agreement are as follows: ● Service Hours: 9:00 A.M. to 6:00 P.M. (CST) Monday – Friday o Excludes Holidays. ● Response Time: within 5 business days. ● Service Hours: 9:00 A.M. to 6:00 P.M. (CST) Monday – Friday o Excludes Holidays. ● Response Time: within 2 business days. ● Service Hours: 9:00 A.M. to 6:00 P.M. (CST) Monday – Friday o Includes Holidays. ● Response Time: within 1 business day.

Support Plans. Tehama provides three tiers of support for the Service – Standard, Professional, and Enterprise. For more information about Support Plans, visit Support Plans.

Support Plans. With respect to and to the extent purchased under any applicable Order, Bandura will provide telephone support with response times as follows: Support Offerings PREMIUM STANDARD Business Hours Availability Mon – Fri, 8am to 5pm CT (excluding holidays) After Hours Availability Yes - 24x7x365 No Call Response Times Severity 1 – Critical Equipment is down, critically affects Customer Equipmention environment. No workaround available yet. ≤ 1 hour ≤ 1 Business hour Severity 2 – High Equipment is impaired, Customer Equipmention up, but impacted. No workaround available yet. ≤ 2 hours ≤ 2 Business hours Severity 3 – Medium A Equipment function has failed, Customer Equipmention not affected. Support is aware of the issue and a workaround is available. ≤ 4 hours ≤ 4 Business hours Severity 4 – Low Non-critical issue. Does not impact Customer business. Feature, information, documentation, how-to and enhancement requests from Customer. ≤ 8 hours ≤ 8 Business hours Contact Support: Website: ▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ Toll Free US: +▇.▇▇▇.▇▇▇.▇▇▇▇ ext.2 You must register Equipment for which you have purchased support at ▇▇▇▇▇://▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇, or any successor site thereto, as specified by Bandura ("Support Website") to access the features and benefits available to such Equipment. In connection with Customer’s purchase of a Support Plan described above, Bandura shall provide the services as set forth in the table entitled "Support Plans and Services Offered" above, including: a. Remote Technical Support 1. Telephone support available during the times specified for the Support Plan. 2. Support cases created via the web will have a response time based on the severity classification as set forth in the table entitled "Support Plans and Services Offered" above.

Support Plans. OUTCOME – Each service user will have their aspirations, needs and goals (and where appropriate their care plan objectives) met. 4 Capacity to meet needs OUTCOME – The service user is confident that the Provider is able to meet their needs.

Support Plans. Licensee may obtain services under this Agreement by issuing a purchase order to Eftia. No purchase order is binding on Eftia unless and until accepted by Eftia and nothing contained in any purchase order, P.O. Acknowledgment, or invoice shall in any way modify the terms of this Agreement or add any additional terms or conditions. The Basic Plan: Eftia will provide diagnostic assistance through telephone, facsimile or electronic mail to assist Licensee in isolating and resolving Errors and other problems during normal business hours. Response time is two (2) hours or less. The Basic Plan also includes updates to Licensed Software Product and Documentation or delivery of software patches and workarounds.

Support Plans. In order to obtain support, an authorized contact must request support via the support intake system (preferred) or, in an emergency, call toll-free 844-311-iFiF. You must always first make use of our dedicated toll-free telephone number and/or support intake system prior to calling any individual I.F. employees for our SLA commitments to apply. We make use of ticket tracking software to assist in tracking service requests. I.

Support Plans. At Licensee’s option, in addition to Standard Support, Licensee may purchase Advanced Support or Premier Support (each an “Advanced Support Plan”). Upon purchase, an Advanced Support Plan is activated immediately for Licensees who purchase the product directly from Binary Tree and will become active at the time the project transitions from BT Professional Services to BT product support for Licensees who utilize Binary Tree professional services. An Advanced Support Plan provides Licensee with access to BT product experts who will help the Licensee resolve issues related to the Software, including using commercially reasonable efforts to correct software defects in a timely manner; provided, that a software fix is not intended to fix previously completed uses of the Software. Licensee issues which span multiple encounters (phone calls, emails, etc.) with BT support experts, but relate to a single core issue, will be considered a single “BT Support Case.” A BT software developer or consultant may be brought in to assist in the resolution of such BT Support Case, as determined by BT in its sole discretion. If a Licensee who has purchased an Advanced Support Plan requires assistance relating to its operating system, infrastructure, or general platform questions (not related to the BT software) (“Non-Software Related Issues”), BT may, but has no obligation, to assist Licensee with such Non-Software Related issues. BT support does not support any customized code written by customer outside of or within the Software. If BT Support determines, in its sole discretion that a Licensee’s issue involves customized code, BT will notify Licensee and transfer the custom code issue to BT’s professional services practice. If Licensee and BT’s Professional Services practice agree, in their respective sole discretion, to a plan and fee or rates to resolve such issue, then BT’s

Support Plans. During the applicable Subscription Term, subject to the terms and conditions of this Agreement, Vendor shall provide Customer with the level of Support listed in Table 1 that corresponds to the support plan designated in Customer’s Order Form (“Support Plan”). Web Helpdesk tickets Unlimited Unlimited Unlimited Updates/Upgrade Yes Yes Yes Emergency Support by Phone or E-Mail within Business Hours Yes Yes Non-Emergency Support by Phone or E- Mail within Business Hours Yes After Business Hours Emergency Support Yes