User Support. If the Agreement includes user support, such services shall be described in Appendix 6. The users or user groups at the Customer who may seek assistance may also be agreed in Appendix 6. A maximum annual volume of enquiries that shall be covered by the fixed price may also be agreed. If the Contractor guarantees a response within certain deadlines, this shall be set out in the service level agreement in Appendix 5.
Appears in 5 contracts
Sources: Maintenance Agreement, Maintenance Agreement, Maintenance Agreement
User Support. If the Agreement agreement includes user support, such services shall the service must be described in Appendix 65. The Appendix 5 can also be used to agree which of the Customer’s users or user groups at the Customer who may seek assistance may also be agreed in Appendix 6can request support. A maximum annual volume of enquiries that shall be covered by included in the fixed price may can also be agreed. If the Contractor Supplier guarantees a response within certain to respond by given deadlines, this shall must be set out specified in the service level agreement in Appendix 5.
Appears in 1 contract
Sources: Maintenance Agreement