Telephone and Email Support Clause Samples
The "Telephone and Email Support" clause defines the provider's obligation to offer assistance to the client via phone and email. Typically, this clause outlines the hours during which support is available, the types of issues covered, and any limitations or response time expectations. Its core function is to ensure that clients have reliable channels for obtaining help or resolving problems, thereby enhancing service accessibility and customer satisfaction.
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Telephone and Email Support. Parthus will provide free of charge during the Maintenance period telephone and email support to explain functionality of, or detect and correct within reason difficulties in the Licensee’s use of the Licensed Materials. If a problem cannot be resolved remotely, Licensee may a) document the problem for Parthus’s analysis and Parthus will investigate and correct the problem for the Resolution Fee set out in Exhibit C; or b) request Parthus’s assistance in identifying and resolving the problem at the Licensee’s site for the Resolution Fee set out in Exhibit C.
Telephone and Email Support. Licensor shall provide email and telephone support to NT in connection with the Services [ * ]
Telephone and Email Support. GUARDIAN RFID will provide telephone and email support, available Monday-Friday during the hours of 8 a.m. to 5 p.m. Central time, excluding federal holidays, for the GUARDIAN RFID Software licensed under this Agreement and GUARDIAN RFID OnDemand and will maintain a support center database to track any reported issues. For weekends and federal holidays, GUARDIAN RFID will provide a contact number in the event of an emergency. Provided that Updates to the GUARDIAN RFID Software have been made available to the Customer, no support will be provided for any earlier version of GUARDIAN RFID Software if more than thirty (30) days have elapsed since GUARDIAN RFID provided the Customer with an end of life notice for that earlier version of the GUARDIAN RFID Software. In addition, the technical support for GUARDIAN RFID OnDemand does not include support for the Customer’s jail management system unrelated to GUARDIAN RFID OnDemand, such as any of the Customer’s Third-Party Software. The telephone and email support provided under this Section does not include custom programming services or training.
Telephone and Email Support. Provider shall provide designated contacts for telephone and email support that will be available during regular County business hours and after hours for specific technical problems and questions. Repair Service. Repair service includes prompt response and resolution of any repair request within the applicable Response Time, which includes identifying the cause of malfunction or problem; provision of any applicable temporary solutions or workarounds until repair can be completed; permanent repair of the problem; correction, to the extent necessary, of any repercussions of the problem; and thorough inspection of the Equipment post-repair to ensure optimal functioning of the Equipment. Regular Response Times. Provider shall provide response times as follows from the time Provider receive a repair request from County (calculated according to regular business hours): two (2) hour telephone response, four (4) hour local arrival time (or networked access, if applicable), and eight (8) hour resolution time. All systems are to operate to the user’s satisfaction within eight
Telephone and Email Support. GMI will provide telephone and electronic support services to GE's Designated Support Contacts from 8 a.m. to 5 p.m. Pacific Time, Monday through Friday, excluding regularly scheduled GMI holidays ("Support Hours"). Telephone and electronic support will consist of the following:
a. GMI will provide support regarding clarification of functions and features of the licensed Software, guidance in the installation, operation and performance of the licensed Software, and clarification of the Documentation of the licensed Software; and
b. Assistance in diagnosing and resolving suspected Errors in the licensed Software. An "Error" means a reproducible defect or deficiency in the licensed Software that causes the licensed Software not to operate substantially in accordance with the Documentation and that, despite GE's commercially reasonable efforts, cannot be resolved by reference to the Documentation, to GMI's technical support information database or to other materials made available by GMI to GE for such purposes.
Telephone and Email Support. For the period of the contract, the designated representative will have 24 hour unlimited access through telephone or email for support problems and issues.
Telephone and Email Support. The possibility to contact the support team via telephone and/or email. This type of support is often used for questions, issues or requests.
Telephone and Email Support. Telephone support is provided during Working Hours. Email support is provided during Working Hours. Emails received outside of Working Hours will be collected, but no action can be guaranteed until commencement of Working Hours on the next Business Day. Contact details for support are as follows: Email ▇▇▇▇▇▇▇@▇▇▇▇▇.▇▇▇ Phone ▇▇▇ ▇▇▇▇ ▇▇▇▇
Telephone and Email Support. Jalian Systems will provide telephone and email support during Jalian Systems's normal business hours, from 9:30 a.m. through 6:30 p.m., Monday through Friday, Indian Standard Time (GMT +5.30), excluding holidays. Such support will include the opportunity to consult with a member of the Jalian Systems’s technical support staff who will assist the Customer with the Software capabilities, functionality and characteristics and provide basic problem resolution assistance as required. This assistance does not cover training or consulting services. Contact information can be found on our website at ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇.
Telephone and Email Support. GRA shall provide telephone and email support so as to allow Licensee’s designated support contact to report problems and to seek assistance in the use of the Software during GRA’s standard technical support hours of operations as established from time to time and listed on GRA’s website. GRA shall return support calls or emails within a commercially reasonable time, normally twenty four (24) hours, after receipt of Licensee's call or email. During this contact via telephone or email, GRA will either (i) resolve the problem or provide the requested assistance or (ii) provide Licensee with an estimate as to when such resolution or assistance will be available. As part of its support obligations, GRA shall not be obligated to: Provide telephone assistance (beyond an initial telephone call) or consulting time relating to problems, errors or malfunctions caused by (i) malfunction of the computer system and communications network on which Licensee has installed and is using the Software, (ii) software not licensed pursuant to this Agreement, (iii) any use of the Software in disregard of any known adverse consequences, including without limitation the failure of user to make appropriate backups, warning messages, and other written instructions, or (iv) any other cause not attributable to GRA; Provide extensive training that would normally be provided in formal training classes; or Perform consulting services that would normally be provided at Licensee's business location. If, after GRA notifies Licensee that a problem, error or malfunction, for which Licensee has requested telephone or other support, is not covered by annual support, Licensee requests GRA to provide telephone assistance or consulting services to correct the problem, error or malfunction, time relating to such assistance and services, and any other consulting services that Licensee may request, will be charged to Licensee at GRA's standard hourly rates.