Support Service Definition Sample Clauses

Support Service Definition. The table below outlines the support services provided as a part of this agreement. Hosting Services The Service Provider shall provide hosting services through its preferred hosting partner, Microsoft Azure, or any other such partner as may be chosen by the Service Provider at its sole discretion. Application Administration Services Management of the Application Software provided under this agreement will be the responsibility of the Service Provider. Software Maintenance and Upgrade Services The Service Provider will provide software maintenance and upgrade services to the Client in respect of standard features of the Software forming a part of the Services under this agreement. Application and Data Recovery Services The Service Provider will provide the following Recovery Services in line with the response times defined within this schedule: • Hosting Infrastructure and environment recovery processes. • Application recovery processes. Client Help Desk Services Client assistance and help desk services • Online Ticketing and Support System • Remote assistance using Remote tools • Planned or Emergency On-site assistance (extra costs and response times apply) • Regular system health checks Contact with end-users will be coordinated by and through the Client’s staff. The Client shall assign Support Contacts for the project.
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Related to Support Service Definition

  • Service Definition Access connects the Customer Site to the edge of the Verizon network from which Customer can connect to other Verizon services. Access Service may be provided via Verizon Facilities or from a Third Party, as Verizon may determine from time to time, including, for any reason, changes in or substitution of facilities.

  • Grievance Definition A grievance is an allegation by an employee or a group of employees that there has been a violation, misapplication, or misinterpretation of this Agreement, which occurred during the term of this Agreement. The term “grievant” as used in this Article includes the term “grievants.”

  • FTE Definition Part-time teacher FTE will be determined by the ratio of the teacher’s actual assignable time to the teacher assignable time of a full-time assignment in the teacher’s school. This FTE will be used to calculate the maximum prorated portion of a teacher’s instructional time.

  • Grievance Definitions A grievance shall be defined as any difference arising out of an interpretation, application, administration or alleged violation of this Collective Agreement. A grievance shall be categorized as follows: (a) an individual grievance is a dispute affecting one (1) Employee. Such grievance shall be initiated at Step 1 of the grievance procedure as outlined in Clause 8.05 except in cases of suspension which will commence at Step 2 or dismissal which will commence at Step 3; or (b) a group grievance is a dispute affecting two (2) or more Employees. Such grievance shall be initiated at Step 2 and processed there from in the same manner as an individual grievance as outlined in Clause 8.05. A group grievance shall list all Employees affected by the grievance and the results of such grievance shall apply, proportionately if applicable, to all Employees listed on the original grievance; or (c) a policy grievance is a dispute between the Parties which, due to its nature, is not properly the subject of an individual or group grievance. Such grievance shall be initiated, in writing, within twenty (20) days of the date the aggrieved Party first became aware of or reasonably should have become aware of the event leading to the grievance. If the policy grievance is a Union grievance, it shall commence at Step 2. If the policy grievance is an Employer grievance, it shall be directed to the Union President and the President shall render a written reply within five (5) days of receipt. Upon receipt of response or failure to reply, the Employer may advance the grievance to arbitration. Notwithstanding Clause 8.01(a), (b) and (c) and Clause 8.05 the Parties may mutually agree to advance the grievance to a subsequent step in the grievance process. In the event any management officers as named in the grievance steps are one and the same, the subsequent steps will be deemed to have been complied with.

  • Employee Definitions A Regular Full-Time Employee is an employee who is employed on a full-time basis of 35, 37½, 40 or such other number of weekly hours as is recognized in the Collective Agreement as normal for a particular class of positions, for an indefinite period of time.