System Support. System Support includes all activities performed by Combell not included with Basic Support. This encompasses the following support requests: • Installation/configuration of specific patches, upgrades, hotfixes, and add-ons on existing software or modules installed by Combell, 1 • solving malfunctions not caused by Combell that negatively affect the services procured (e.g. a web server, mail server, or database server not responding), • setting up network equipment (switches, VPN, …) at a Combell data centre, • performing security audits, • recovering a backup (data or disaster recovery backup), • upgrading virtual hardware. Combell will process any System Support requests not related to incidents that need to be solved urgently, in accordance with the communication waiting time and recovery waiting time for non-business-critical incidents as per the Service Level Package chosen by the Customer. The hours included with the Service Level Package chosen by the Customer can only be used for services and applications that were installed and configured by Combell and are valid per calendar month. Thus, these cannot be transferred to the next month nor can these be used for installing new components. Man-hours for the latter type of actions will resort under Advanced Support as described in article 2.4. The availability of System Support depends on the Service Level package chosen. Any support beyond the above-mentioned will resort under Advanced Support. 1 The term ‘patches’ does not include distribution updates; this latter category by default resorts under Advanced Support.
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