Technical and Customer Support Clause Samples

Technical and Customer Support. 9.1 VGCS shall be responsible for dealing with all First Line Customer inquiries concerning the Content. The Company authorises VGCS to refer any Second Line Customer support inquiries to the Company’s nominated Relevant Contacts for technical matters. 9.2 The Company shall provide Second Line Customer support and general customer support (in respect of its hosting obligations Templates/VGCS Templates/Master Reseller Terms and Conditions which shall include application monitoring, application support and fault and change management, in accordance the with the terms of this Agreement). 9.3 The Company shall when requested by VGCS provide appropriate assistance in accordance with this Agreement and shall document and provide to VGCS operational processes for the transfer of any Customer from First Line Customer Support to Second Line Customer Support. 9.4 The following guidelines shall be used by the Parties to determine the priority of incidents and the Company’s corresponding obligation to respond and resolve such incidents involving the Content and other services delivered or under the responsibility of the Company: 9.4.1 Priority 1 (Critical): Complete failure of the Content or a significant part of the Content or the problem creates a definite business or financial exposure or affects a large number of Customers. Response within 10 minutes and resolution within 2 hours; 9.4.2 Priority 2 (High): Content not totally down, but the affected components form a significant part of the functionality of the Content and the problem creates a possible business or financial exposure. Response within 30 minutes and resolution within 6 hours; and 9.4.3 Priority 3 (Medium): The Content is largely available and the problem has little or no effect on the services provided by the Content and the problem creates no business or financial exposure. Response time within 3 hours and resolution time within 2 business days. 9.5 The Company shall use its best efforts to rectify bugs associated with any Content made available to Customers on the Directory at its own expense. 9.6 The Company shall, if requested by VGCS, document and agree in good faith, appropriate operational processes for the transfer of any Customer from First Line Customer Support to Second Line Customer Support.
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Technical and Customer Support. Programmer shall provide live master control and customer service support for the Service on a 24-hour, seven-day-a-week basis throughout the Term.
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Technical and Customer Support. Early Impact shall provide technical and customer support only as set forth in Exhibit B attached hereto and incorporated herein.
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Technical and Customer Support. Subject to the terms of this Agreement, Company agrees to provide Customer the Technical Support and Customer Support Services in accordance with the Service Level Terms attached hereto as Exhibit A.
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Technical and Customer Support. 7.1 Vodafone shall provide First Line Customer Support in respect of the Content and the Content Provider shall provide Second Line Customer Support in respect of the Content. The Content Provider authorises Vodafone to refer any Second Line Customer support inquiries to the Content Provider's nominated Relevant Contacts. 7.2 The Content Provider shall not be required to provide support directly to any Customers. 7.3 The following ratings shall be used by the Parties to determine the priority of incidents and the Content Provider's corresponding obligation to respond and resolve such incidents involving the Content and other services delivered or under the responsibility of the Content Provider.
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Technical and Customer Support. The PDP must provide a technical support number to the Program Administrator for use during normal business hours (8am to 5pm Pacific time, Monday through Friday, except holidays) to help resolve any data availability, format or corruption issues, communication problems, server access problems, or other technical issues. Within those normal business hours, the PDP must respond to Program Administrator requests within two business days with a status report and plan for correcting the issues. The PDP must also provide a customer support number to respond to customer inquiries within two business days from the initial customer contact. Program Administrators will have the discretion to set deadlines for the resolution of data transfer problems/issues.
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Technical and Customer Support. Two levels of support should be planned to handle both business and technical “issue” related support inquiries. For business related questions, end users should first raise their issues to the City system administrator(s). These individuals are considered to be application champion(s) and will be equipped to answer questions related to feature functionality and business processes. In the event users are having technical difficulties or experiencing application issues, City should identify one staff member who can work in conjunction with ▇▇▇▇▇ support engineers to resolve technical issues. To this end, during implementation and post-deployment, a resource from both ▇▇▇▇▇ and the City will be identified as primary support contacts. All support related inquiries and communication will be routed through these contacts to streamline and create consistency in the support process. The ▇▇▇▇▇ support contact will work with the designated City support resource to understand, document (email accepted), and create an action plan for issue resolution. ▇▇▇▇▇’▇ standard support services for the term of the contract include support hours for assistance via telephone from 8 am to 5 pm Eastern Standard Time. Up to 8 hours of support annually is included as part of the Common Point licensing. Upon City submitting a technical support issue either by phone or email, ▇▇▇▇▇ will respond within 24 hours to City’s primary support contact to review the issue and inform City of the plan of action for resolution. In order to maintain a record of all technical support issues, requests and resolutions, ▇▇▇▇▇ Common Point 360 comes standard with a “Help Desk Feature” which will be used to record and track all technical support issues. The standard support services ▇▇▇▇▇ provides during the term of the contract does not include onsite support services. Should a technical support issue occur that ▇▇▇▇▇ needs to be able to view the application from a specific end user’s perspective, ▇▇▇▇▇ will conduct a web sharing session in order to resolve the issue. If a technical support issue is submitted that requires a modification or a fix to the system ▇▇▇▇▇ will make every reasonable effort to deploy the update within 72 hours of receiving the issue as long as City is available to confirm and validate the issue and resolution approach. ▇▇▇▇▇’▇ standard support services are meant to provide our clients with easy access to report system technical issues and a quick time to resolution in order to...
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Technical and Customer Support 
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Related to Technical and Customer Support

  • Customer Support If Customer is entitled to receive Customer Support as part of a separately purchased Service Plan, Sage warrants that while Customer’s Service Plan is in effect and if it has paid all required Service Plan fees, Sage will use qualified personnel to provide Customer Support in a professional manner consistent with industry standards. Customer’s sole remedy under this section 5.2 is limited to Sage’s re-performance of the Customer Support services giving rise to Customer’s claim.

  • Technical Support Services 2.1 The technical support services (the "Services"): Party A agrees to provide to Party B the relevant services requested by Party B, which are specified in Exhibit 1 attached hereto ("Exhibit 1").

  • Customer Services Customer Relationship Management (CRM): All aspects of the CRM process, including planning, scheduling, and control activities involved with service delivery. The service components facilitate agencies’ requirements for managing and coordinating customer interactions across multiple communication channels and business lines. Customer Preferences: Customizing customer preferences relative to interface requirements and information delivery mechanisms (e.g., personalization, subscriptions, alerts and notifications).

  • Customer Support and Training System Agency will provide support for the CMBHS, including problem tracking and problem resolution. System Agency will provide telephone numbers for Grantees to obtain access to expert assistance for CMBHS-related problem resolution. System Agency will provide initial CMBHS training. Grantee shall provide subsequent ongoing end-user training.

  • Product Support Not applicable