Device Management Module (North America)

Size: px
Start display at page:

Download "Device Management Module (North America)"

Transcription

1 Device Management Module (North America) Part Number: MSFSEU-10 Motorola's device management module is designed to be utilized alongside an existing Motorola Service Center Support Bronze, Service Center Support Gold, Service from the Start Bronze, Service from the Start Gold, Service from the Start Bronze with Comprehensive Coverage or Service from the Start Gold with Comprehensive Coverage agreement. Together, these services provide complete management of an organization s mobile computing devices and/or micro kiosks. This module, when selected by the customer, becomes part of Motorola s Service Center Support Bronze, Service Center Support Gold, Service from the Start Bronze, Service from the Start Gold, Service from the Start Bronze with Comprehensive Coverage or Service from the Start Gold with Comprehensive Coverage Service Description Documents (whichever purchased by the customer), and therefore the parties respective rights, obligations and responsibilities, as well as the limitations and restrictions for this service, are all defined and governed by the terms of such documents, which are incorporated into this document as an integral part thereof, by way of this reference. For purposes hereof, Software shall mean computer programs in machine-readable form included in the product, which are essential to the functionality thereof as specifically stated in the product published specifications (also referred to as Core Product Software ). NOTE: It is a prerequisite for customer to have one of the following service agreements in place when purchasing the device management module: Service Center Support Bronze, Service Center Support Gold, Service from the Start Bronze, Service from the Start Gold, Service from the Start Bronze with Comprehensive Coverage or Service from the Start Gold with Comprehensive Coverage. If the Motorola service agreement has been in place for more than 30 days, customer must also purchase Managed Device Service Initiation/Setup (part number MDS-INIT-) at an additional charge. Service initiation tasks are described in Section 4 of Motorola Responsibilities below. Motorola Responsibilities 1. Overall Scope. Under this service, Motorola will: a. With the customer s team, review and understand current and projected device needs and desired objectives, and perform a review of customer s current device management processes b. Develop a device management module service initiation plan c. Deliver the device management module, consisting of: Responsive device management Proactive device management, which includes: i. Asset management ii. Monitoring and prevention activities iii. Software rollout management, planning and deployment iv. Device security Reporting 2. Project Management. Motorola will designate a project manager for the Service Initiation phase of the engagement (as described in Section 4) to coordinate logistics and scheduling, including any on-site activity, with the customer s designated point of contact for the service. 3. Customer Services Manager (CSM). Motorola will designate a CSM who will act as the single point of contact for customer satisfaction over the course of the contract. The CSM will engage with the customer and the Motorola Service Initiation team during the Service Initiation phase, and will assume the full responsibilities of the role once device management begins. Rev. 15 March 2011 Page 1 of 7

2 Motorola Responsibilities (continued) 4. Device Management Module Service Initiation. To facilitate the device management module, Motorola will complete the following service initiation tasks (referred to throughout this document as the Service Initiation ): a. Service Initiation Project Schedule. Prior to beginning the device management module engagement, Motorola will prepare a service initiation project schedule, which will define the scope and timeline of the Service Initiation phase of the service. b. Device Management Module Kick-Off. Motorola will schedule a device management module kick-off and contract design review meeting (the Kick-Off Meeting ). Motorola will review the customer s planned rollout schedule and current device management processes with the customer s management, technical and/or operations team. Motorola will also capture and document refinements and corrections to the service initiation project schedule based on this review. c. Service Initiation Document. Motorola will prepare a service initiation document, which may include: The project definition, including project background, high-level implementation objectives and roles. A connectivity diagram between the Motorola Managed Services Delivery Center ( Motorola MSDC ), the customer s network and the customer s mobile computing devices and/or micro kiosks. Documentation related to the customer s currently deployed device environment, including device configurations, gold images (as described in section 6 of Customer Responsibilities), device groupings and device population growth plans. The service initiation project schedule. d. Managed Service Profile Image. Motorola will create a managed service profile image as follows: - Motorola will receive gold image(s) from customer. - Motorola will create and test the managed service profile image and provide tested image to customer. (Herein referred to as the Managed Service Profile Image ) e. Pilot Deployment. Motorola will receive approval from customer to begin a pilot deployment based on customer testing the Managed Service Profile Image. f. Device Management Solution Configuration. Motorola will configure a device management solution as follows: Motorola will establish a customer account in the device management platform. - Motorola will establish VPN connection(s) between the Motorola MSDC and customer network and inscope mobile computing device and/or micro kiosk elements: i. Motorola s MSDC team will install any hardware and software necessary in the Motorola MSDC to establish the VPN connection to the customer network. ii. Motorola will establish connections over the VPN tunnel between Motorola s device monitoring and management tools located in the Motorola MSDC, the device management tools within the customer s network environment (if/where applicable), and the customer s monitored devices. iii. Motorola will test the communication and data collection from and between the Motorola MSDC, the customer s environment and the mobile computing devices and/or micro kiosks. - Motorola will prepare Event Reporting (as described in section 5c). g. Customer Support Plan (CSP). Motorola will provide the customer and the Motorola MSDC operations personnel with a CSP containing customer and Motorola contact information, escalation information and other operational data to enable close collaboration and alignment between the customer and Motorola. h. Device Management Pilot. Motorola will perform the following (referred to throughout this document as the Device Management Pilot ) : - Motorola will verify and test connectivity to devices under management. - Motorola will validate operational process and escalation procedures between the customer and Motorola. - Motorola will perform an acceptance test plan. - Motorola will notify the customer of the conclusion of the test period, and schedule the transition to the operational phase of device management. i. Device Management Module Operational Phase Transition. Motorola will transition to the device management module Operational Phase (as described in Section 5) by: Notifying the customer of the start of this phase. Commencing delivery of the operational device management service tasks and features described in Section 5. Rev. 15 March 2011 Page 2 of 7

3 Motorola Responsibilities (continued) 5. Device Management Module Operational Phase. Motorola will deliver the following individual components and associated service deliverables during the operational phase: a. Proactive Management: Operational Asset Management. Motorola will track and maintain detailed information about each mobile computing device and/or micro kiosk under management: i. Motorola will populate the asset register/database. ii. Motorola will maintain the database with devices and associated device profiles. Monitoring and Prevention. Through data capture and reporting, Motorola will identify potential performance impacting issues: i. Asset tracking: Motorola will identify devices in-service and by location, along with devices that are out of contact which may indicate that they are out of location, lost or stolen. ii. Battery monitoring: Motorola will monitor battery charge levels and discharge rates. iii. Memory usage monitoring: Motorola will monitor flash, storage card or storage memory. iv. Device behavior data: Motorola will monitor device behavior data for device reboots. Software Rollout Planning and Deployment. i. Software Updates. Motorola will provide up to two (2) software update rollouts per year; typically one rollout per six-(6) month period. ii. Gold Build. Motorola will receive a customer defined, provided, tested and approved Gold Build (as described in Section 3 of Customer Responsibilities), which may include a defined device operating system, customer applications, device settings, network control configurations, event capture configurations and WLAN settings. iii. Managed Service Profile Image. Motorola will develop an updated Managed Service Profile Image based on the customer defined, provided, tested and approved Gold Build. iv. Device Update Rollout Plan Development. Motorola will develop a device update rollout plan for the updated Managed Service Profile Image including schedule, targeted mobile computing devices and/or micro kiosks, and other information relevant to the plan. v. Device Update Rollout Plan Execution. Motorola will execute the update rollout plan and provide customer with a post-implementation plan summary report. Device Security. i. Device Alerting. Motorola will provide alerting for mobile computing devices and/or micro kiosks that have been out of contact for a specified period of time to enable security action(s). ii. Remote Device Actions. Motorola will execute remote device actions for devices identified as lost or stolen. Criteria will be set with the customer during Service Initiation phase. b. Responsive Management: Help Desk Support. Motorola will provide a first point of contact for users through the Motorola MSDC: Telephone and Support Coverage Hours. Motorola will provide telephone and support during standard business hours Monday Friday 8 a.m. to 6 p.m. (customer s local time) in North America, excluding Motorola-observed holidays. Telephone and Support Coverage. Motorola will provide telephone and support as defined in the customer s existing Service from the Start agreement. Remote Device Access. Motorola will provide remote device access to the Motorola MSDC delivery personnel to enable and assist in triage, troubleshooting and issue resolution. Escalation. When necessary, Motorola will use established escalation procedures to enlist higher levels of expertise including Motorola and third-party engineering development teams. Escalation Response Time. Motorola will provide callback response during standard business hours for escalated issues within two (2) business hours for customers with Service from the Start Gold agreements and within four (4) business hours for customers with Service from the Start Bronze agreements. Rev. 15 March 2011 Page 3 of 7

4 Motorola Responsibilities (continued) c. Reporting: The reporting module includes reporting capabilities and analytics to provide statistics and information regarding mobile computing device and/or micro kiosk performance in the operating environment. Operational metrics and reports to assist the customer in making management decisions regarding mobile computing devices and/or micro kiosks are generated at a baseline rate of once per month. Specific reports to be generated include: Asset Summary Report: lists all mobile computing devices and/or micro kiosks under management and their current status: available/commissioned; in repair; out-of-contact; or lost or stolen (as specified below) Devices Out-of-Contact Report: lists mobile computing devices and/or micro kiosks that have not been in contact with the device management server for a specified period of time. The standard time filter for a device to be added to the report will be defined during the Service Initiation phase Devices Lost or Stolen Report: lists any mobile computing devices and/or micro kiosks that have been confirmed by the customer as being lost or stolen Device Battery Charging Report: provides data on battery charging and discharge rates for the covered population of mobile computing devices and/or micro kiosks Device Utilization Report: provides device usage information over a defined period (weekly or monthly) to illustrate how many devices are actually being used by mobile workers during the defined time period Reboot Analysis Report: provides data related to device reboots that occur during a specified period Memory Usage Report: provides data related to volatile RAM, device storage and removable memory utilization Software Rollout Deployment Report: provides a post-implementation plan summary for the defined deployment Customer Responsibilities 1. Confirmation of Scope. Customer will receive and must acknowledge in writing this Device Management Module SDD and terms of service provided by Motorola in advance of Motorola beginning this engagement. 2. Existing Device Management Review. Prior to final definition of scope and not less than thirty (30) days prior to the Kick-Off Meeting, customer will provide to Motorola information on then-current device management processes and practices. The format and methodology for providing the information will be determined by the customer and Motorola. 3. Device Configuration Gold Build. Mobile computing devices and/or micro kiosks currently (as of the Kick-Off Meeting date) deployed in the operational environment typically have a defined and standard configuration referred to as the Gold Build. Where a population of mobile computing devices and/or micro kiosks has multiple defined groupings, each of these groups will have a defined and current standard Gold Build configuration. A current Gold Build configuration is a configuration whereby the device operating system and application(s) are at a current and standard release or release -1 version deployed to all devices. The standard configuration may include defined device operating system, customer applications, device settings, network control configurations, event capture configurations, and WLAN settings. Customer must provide documentation to Motorola, which defines the then-current standard Gold Build configuration(s), along with the test criteria utilized by the customer to approve the standard Gold Build configuration for deployment. 4. Network Readiness. Prior to starting Service Initiation of the device management module, customer must provide a WLAN networking environment that is stable and provides appropriate bandwidth for the specified mobile computing device/micro kiosk and mobile application use. Customer must provide operating metrics that demonstrate acceptable coverage, bandwidth and stability of the operating environment. 5. Device Inventory. Customer must provide Motorola with a then-current (as of the Kick-Off Meeting date) inventory of all mobile computing devices and/or micro kiosks to be managed under the Device Management Module service agreement, no less than fifteen (15) days prior to the Kick-Off Meeting. This inventory must include: the mobile computing device/micro kiosk serial number; asset tag, if applicable; the location of the device; the current profile of the device, including Gold Build information; and current applications. 6. Gold Images. Customer must provide Motorola with gold images so that Motorola can create the Managed Service Profile Image. Gold images include operating system, device settings, network settings and applications. Customer must define, test and approve gold images prior to providing them to Motorola as outlined in Section 3 Device Configuration: Gold Build above. Rev. 15 March 2011 Page 4 of 7

5 Customer Responsibilities (continued) 7. Customer Help Desk. Customer must provide help desk functionality to validate that an issue is mobile computing device/micro kiosk related prior to escalating the problem to Motorola. Issues related to customer operational procedures and processes, applications, or non-device-related issues are to be resolved by the customer prior to transfer to Motorola. When the customer s help desk determines that the issue is mobile computing device/micro kiosk related, the customer s help desk can initiate contact with Motorola s MSDC help desk for problem resolution. 8. Device Software. Customer must provide a Gold Build of software updates to be deployed pursuant to the project plan developed for the up to two (2) software rollout upgrades per year provided with this service. Motorola will develop a software rollout plan together with the customer and execute that plan. 9. Contacts. Customer must appoint at least one (1) person to fulfill the following roles (NOTE: customer may or may not need to assign more than one (1) individual to fulfill these roles; the number of required individuals to complete these tasks is at the customer s discretion): a. Project manager for the service initiation phase and on-boarding process who will coordinate logistics, schedules and technical information with the Motorola project manager b. Technical point of contact who is trained and knowledgeable of the project objectives to assist the Motorola MSDC engineer(s) and answer any technical or business process questions c. Customer help desk point of contact who is responsible for customer s help desk and will interact with the Motorola MSDC d. Motorola s CSM point of contact who will be the primary customer interface once the Service Initiation phase is completed and transition to the device management module Operational Phase occurs 10. Access to Resources. Customer must provide appropriate access to the physical sites and personnel to enable Motorola to perform the service if needed. Customer is responsible for all fees incurred, including labor costs and any customer-contracted third-party services, to provide such access. Customer s partners, consultants or any third parties involved in the project shall likewise provide access to their resources, and shall not restrict access by Motorola to customer resources. 11. Access to Essential Documentation. Customer must provide access to applicable documents and other written information required by Motorola to perform this service. 12. Access to Network and Security Information. Customer must provide Motorola with access to network topology diagrams, and documented mobile computing device/micro kiosk operational and security policies and procedures that align with and support the performance of the device management module. 13. Network Access. Customer must provide network access to enable Motorola to complete the tasks listed in the Motorola Responsibilities section above. If access is unavailable, customer must provide appropriate technical resources and workaround to enable completion of Motorola Responsibilities. 14. Event Response and Resolution. Unless otherwise agreed to in writing, the customer must resolve fault events detected and reported by Motorola related to the network infrastructure (hardware/software) maintained by the customer for the support of the device management module. 15. Case Management. Unless otherwise agreed to in writing, customer is responsible for case management related to remediation of fault alarms reported by Motorola, and issues raised to Motorola s Level II help desk. 16. VPN Gateway. Customer must provide public Internet access with adequate bandwidth for purposes of interfacing the Motorola MSDC to the device management software. If customer is unable to provide the required connection speed, or desires a different method as an alternate, customer will coordinate with Motorola to provide the T1 service which will be managed via the Motorola MSDC. Customer is responsible for any additional charges that may apply to these alternatives. a. Customer s corporate IT will provide a secure VPN tunnel for Motorola personnel to access the device management architecture. Customer will provide, manage and pay for all equipment in its location required to maintain an Internet connection through the VPN into the device management server. This may include VPN router and a monthly Internet Service Provider (ISP) charge. b. The following delivery tool types may be necessary in execution of the device management module: Device management software platform and architecture to support the device management software VPN applications: communication between the MSDC and customer sites is via VPN Rev. 15 March 2011 Page 5 of 7

6 Customer Responsibilities (continued) 17. Monitored Device Configuration Change. Customer must notify the Motorola MSDC in advance when performing any activity that impacts monitored portions of the customer s environment, such as installing software or modifying default device image or modifying the hardware on which the device management software resides. Customer is responsible for charges that may be incurred by Motorola to assess monitoring changes necessitated by such modifications and for the continued monitoring thereof. 18. Project Support. Customer must complete any and all tasks assigned by Motorola as part of the service engagement in a timely manner in keeping with the overall engagement schedule. 19. Safety Rules. Customer must provide any site safety rules to Motorola in advance of the engagement. 20. Administrative Resources. To facilitate the on-site portions of this service, customer must provide reasonable office space, including customer s standard office furnishings, telephone with voic , Internet access, access to mail and systems, access to meeting/conference room, parking at or near the facility where the office space is provided, and such other reasonable requirement identified by Motorola. Customer is responsible for all costs incurred with the use of these amenities. 21. Serial Numbers. Prior to the first request for service, customer must provide a complete list, preferably in electronic format, of all hardware serial numbers to be covered under the service agreement. Serial numbers for any covered cradles or other accessories must also be included. 22. Remote Access. If required for complete diagnosis or remedy, customer must allow for remote system access. 23. Error Reporting. Customer must document and promptly report all detected errors to Motorola with enough detail to permit Motorola to reproduce the error. Customer must also assist Motorola with recreating and diagnosing each error. 24. Registration. Customer must register with Support Central (www.symbol.com/support) and obtain login access prior to requesting Software downloads from Motorola. Requests to download Software Releases are completed by submitting the Request Download form on Support Central. 25. Software Releases. Customer must promptly review all Software Releases downloaded from Motorola s customer support website, or otherwise provided by Motorola. These releases shall be considered by customer to be included in the next scheduled software rollout plan as defined for the device management module in Section 5a of Motorola Responsibilities above. 26. Supervision of Software. Customer must supervise, control and manage the use of the Software. Customer must also implement procedures for protecting its personal information and backup facilities from unauthorized access in the event of errors. 27. Systems Upgrade. To provide Software Releases and workarounds, Motorola may require customer to upgrade hardware and/or software systems, at its own expense, to Motorola s currently supported versions of system components. 28. Compliance with Terms of Agreement. Customer agrees to use, copy or download only those Software Releases for which it has received explicit approval from Motorola to obtain from Motorola s customer support website. This entitlement is granted only for the specific serial numbers of the products covered by this agreement, and does not include rights to provide copies, transfer or otherwise distribute any release of the Software to any other product or any third party. If customer is found in noncompliance with this condition, Motorola reserves the right to invoice for any support charges necessary to obtain compliance, discontinue support or take other action as it deems appropriate. Motorola reserves the right to audit customer records using an independent third-party auditor to verify compliance. 29. Compliance with License Terms. Customer is responsible for complying with the terms of all relevant End User License Agreements pertaining to the Software. Motorola reserves the right to suspend its provisioning of support or take further action if the customer is found in violation of such license agreements. Rev. 15 March 2011 Page 6 of 7

7 Limitations and Restrictions 1. This service can only be utilized alongside an existing Service Center Support Bronze, Service Center Support Gold, Service from the Start Bronze, Service from the Start Gold, Service from the Start Bronze with Comprehensive Coverage or Service from the Start Gold with Comprehensive Coverage agreement. 2. If the device management module is not purchased upfront with the Motorola service agreement or within 30 days thereafter, customer must also purchase Managed Device Service Initiation/Setup, part number MDS-INIT-, at an additional charge. 3. Unless otherwise agreed upon, device management tasks (as described in this document) are delivered Monday Friday 8 a.m. to 6 p.m. (customer s local time) in North America, excluding Motorola-observed holidays: a. All support in North America will be in the English language unless otherwise contracted. b. A customer help desk number will be available outside of normal business hours; that help desk will log the call and open a ticket, and the customer will receive a call back during standard business hours as described in Section 5b of Motorola Responsibilities above. 4. Motorola s device management module does not guarantee the security of customer data. Customer bears full responsibility at all times for the protection of this data. Motorola disclaims all responsibility, financial or otherwise, for breaches of security that compromise or potentially compromise customer data. See Motorola s terms and conditions of service for additional details. 5. Motorola s device management module does not include new hardware devices or the deployment thereof. 6. Motorola s device management module does not include Motorola s Managed Infrastructure Service to manage the customer s wireless infrastructure. 7. Motorola s device management module does not monitor the customer s entire network. Only the specific hardware serial numbers covered under the service agreement are monitored. 8. Motorola is not responsible for addressing and/or correcting problems with customer- or partner-provided software or applications as part of this service. 9. If customer designates an alternative versus Motorola s standard VPN interface to the Motorola MSDC, additional charges for the effort to complete and validate the Motorola MSDC interface to the customer s network may apply. 10. Any event notification reporting or process for this service does not include interfacing to customer s internal ticketing or help desk systems. It may be possible for such an interface to be developed and deployed at an additional cost, if desired. Standard response is to notify customer-named staff via telephone/ Customer can request changes to the device management module. However, any such changes to the service must be confirmed in writing and signed by authorized representatives of both the customer and Motorola. A reasonable price adjustment may be made if any change affects the time of performance or the cost to perform the services. 12. If delays occur in Motorola s performance of the device management module (as described in this document) that are caused by the customer s actions or omissions during the project, Motorola reserves the right to modify the performance schedule or identify a reasonable increase in the service price. 13. This service may require at least four (4) weeks advance notice from the acceptance by Motorola of a purchase order to begin the Service Initiation planning and any tasks as outlined in the document. Final initiation date will be agreed to by Motorola and customer and documented in the Service Initiation Project Schedule. 14. Unless otherwise specified, travel and subsistence expenses for on-site work at customer facilities are not included. Following the on-site portions of this service, Motorola will invoice customer for actual travel- and subsistence-related expenses. 15. This service requires a minimum of 500 units of a single product configuration on the service agreement. 16. Motorola is not obligated to provide support for any product if customer fails to comply with the obligations contained in the product purchase agreement and/or the applicable software license agreement and/or Motorola s terms and conditions of service. Availability Motorola s device management module is available in the United States and Canada. For further details, please contact an Enterprise Mobility Services representative by visiting: Rev. 15 March 2011 Page 7 of 7

Service from the Start Bronze with Comprehensive Coverage

Service from the Start Bronze with Comprehensive Coverage Service from the Start Bronze with Comprehensive Coverage Part Number: SSB- Service from the Start Bronze with Comprehensive Coverage is a unique prepaid program that includes normal wear and tear, as

More information

Service from the Start with Comprehensive Coverage for TETRA Terminals (Europe and Africa)

Service from the Start with Comprehensive Coverage for TETRA Terminals (Europe and Africa) Service from the Start with Comprehensive Coverage for TETRA Terminals (Europe and Africa) Service from the Start with Comprehensive Coverage is a unique prepaid service that includes normal wear and tear,

More information

Service from the Start with Comprehensive Coverage for MOTOTRBO (Europe and Africa)

Service from the Start with Comprehensive Coverage for MOTOTRBO (Europe and Africa) Service from the Start with Comprehensive Coverage for MOTOTRBO (Europe and Africa) Service from the Start with Comprehensive Coverage is a unique prepaid service that includes normal wear and tear, as

More information

Description of Services, Target Response Times and Customer Responsibilities:

Description of Services, Target Response Times and Customer Responsibilities: MAINTENANCE AND SUPPORT SERVICE TERMS CloudShield s products are initially offered with a basic Standard Warranty when shipped from CloudShield. Standard Warranty provides that the (a) CloudShield Hardware

More information

STANLEY HEALTHCARE SUPPORT POLICY

STANLEY HEALTHCARE SUPPORT POLICY STANLEY HEALTHCARE SUPPORT POLICY The following describes the Support which Stanley Healthcare or an authorized Stanley Healthcare third party partner (collectively Stanley Healthcare ) provides to Buyer

More information

SERVICE CONTRACT. and

SERVICE CONTRACT. and SAMPLE SERVICE CONTRACT SERVICE CONTRACT BETWEEN and VOICE PRODUCTS SERVICE, LLC Regarding the maintenance of Equipment installed at: VOICE PRODUCTS SERVICE, LLC 8555 East 32 nd Street North Wichita, KS

More information

ExtremeWorks Remote Monitoring Service

ExtremeWorks Remote Monitoring Service SERVICE DESCRIPTION DOCUMENT (SDD) ExtremeWorks Remote Monitoring Service Service: ExtremeWorks Managed Service Remote Monitoring Service Version: 1.0 Date: November 2015 Availability: Global Order Code:

More information

1. Schedule 1 Maintenance and Support Agreement

1. Schedule 1 Maintenance and Support Agreement 1. Schedule 1 Maintenance and Support Agreement The following terms and conditions represent an Agreement for Klyp Pty Ltd ACN 115 436 363 (Klyp) to provide Software Maintenance and Support Services to

More information

EXHIBIT B SOFTWARE SUPPORT SERVICES

EXHIBIT B SOFTWARE SUPPORT SERVICES 1. SCOPE EXHIBIT B SOFTWARE SUPPORT SERVICES This Exhibit B sets forth the terms and conditions under which SevOne will provide Software support services purchased by Customer pursuant to the Agreement

More information

Prepared by: OIC OF SOUTH FLORIDA. May 2013

Prepared by: OIC OF SOUTH FLORIDA. May 2013 OIC OF SOUTH FLORIDA REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES Proposals will be received by OIC of South Florida for Information Technology Support Services. Interested vendors should

More information

III. Services Required The following details the services to be provided to the Town of North Haven in the area of information services:

III. Services Required The following details the services to be provided to the Town of North Haven in the area of information services: TOWN OF NORTH HAVEN REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY NETWORK SUPPORT SERVICES Issue Date: March 7, 2016 Due Date: 10:00 AM, Monday, March 28, 2016 I. Introduction The Town of North Haven is

More information

REQUEST FOR PROPOSAL-INFORMATION TECHNOLOGY SUPPORT SERVICES

REQUEST FOR PROPOSAL-INFORMATION TECHNOLOGY SUPPORT SERVICES Isothermal Planning & Development Commission (IPDC) REQUEST FOR PROPOSAL-INFORMATION TECHNOLOGY SUPPORT SERVICES Proposals will be received by the IPDC for Information Technology Support Services. Interested

More information

GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION

GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION 1. INTRODUCTION This document contains product information for the GMS Network Service. If you require more detailed technical information, please

More information

Request for Proposals (RFP) Managed Services, Help Desk and Engineering Support for Safer Foundation www.saferfoundation.org

Request for Proposals (RFP) Managed Services, Help Desk and Engineering Support for Safer Foundation www.saferfoundation.org Request for Proposals (RFP) Managed Services, Help Desk and Engineering Support for Safer Foundation www.saferfoundation.org IMPORTANT NOTICE All proposal question and inquiries must be sent by email to

More information

Virtual Instruments Corporation. Maintenance and Support Services Supplement. Last updated on November 26, 2013.

Virtual Instruments Corporation. Maintenance and Support Services Supplement. Last updated on November 26, 2013. Virtual Instruments Corporation Maintenance and Support Services Supplement Last updated on November 26, 2013. This Maintenance and Support Services Supplement ( Supplement ) states Virtual Instruments

More information

AeroScout Industrial Support Policy

AeroScout Industrial Support Policy AeroScout Industrial Support Policy February 20, 2015 AEROSCOUT INDUSTRIAL SUPPORT POLICY The following describes the Support which AeroScout Industrial or an authorized AeroScout Industrial third party

More information

ADDITIONAL TERMS FOR HOSTED EXCHANGE SERVICES SCHEDULE 2Z

ADDITIONAL TERMS FOR HOSTED EXCHANGE SERVICES SCHEDULE 2Z ADDITIONAL TERMS FOR HOSTED EXCHANGE SERVICES SCHEDULE 2Z CONTENTS 1 Service Description... 3 2 Definitions... 3 3 Service Terms... 4 3.1 Scope of Hosted Exchange Services... 4 3.2 Data centre locations...

More information

Community Anchor Institution Service Level Agreement

Community Anchor Institution Service Level Agreement Community Anchor Institution Service Level Agreement Date: 3/13/2014 Version: 2.0 Prepared by: DC-Net Table of Contents 1 Service Level Agreement... 3 2 Definitions... 3 3 Service Delivery... 5 3.1 Network

More information

HPE Foundation Care Service

HPE Foundation Care Service Data sheet HPE Foundation Care Service Support Services HPE Foundation Care Service is composed of comprehensive hardware and software services aimed to help increase the availability of your IT infrastructure.

More information

Managed Services Agreement

Managed Services Agreement The Agreement This Agreement between Client and the Service Provider Business Technology Centre, is effective upon the date signed, and shall remain in force for a period from To Company Trading ABN/ACN

More information

SafeHaven. Support Service Plans

SafeHaven. Support Service Plans SafeHaven Support Service Plans For the most up-to-date version of this document, please forward requests to: support@datagardens.com T: 1-888-893-8045 2012 DataGardens, Inc. All rights reserved. DataGardens

More information

Annual maintenance agreement

Annual maintenance agreement Annual maintenance agreement $24,999 per year Support for an Archivematica software installation on your servers. Includes support for AtoM software. Direct telephone or support@artefactual.com access

More information

SYSTEM SOFTWARE AND OR HARDWARE SUPPORT SERVICES (PREMIUM 24x7)

SYSTEM SOFTWARE AND OR HARDWARE SUPPORT SERVICES (PREMIUM 24x7) SYSTEM SOFTWARE AND OR HARDWARE SUPPORT SERVICES (PREMIUM 24x7) These System Software and or Hardware System Support Services terms and conditions ( Terms and Conditions ) apply to any quote, order, order

More information

MRV Communications Customer Support Program. 1. Overview

MRV Communications Customer Support Program. 1. Overview 1. Overview This describes MRV s support and service capabilities and terms within the. MRV shall provide the Services described below as selected and detailed on the Purchase Order for which MRV has been

More information

Service Experience Group 10/1/2014. Support Level Agreement Version 2.0

Service Experience Group 10/1/2014. Support Level Agreement Version 2.0 Service Experience Group 10/1/2014 Version 2.0 Table of Contents 1. Purpose... 1 2. Scope of Support... 2 2.1 Included... 2 2.2 Not Included... 2 3. Support Fees... 3 4. Customer Obligation... 4 5. Spirent

More information

ADVANCED CUSTOMER SUPPORT ORACLE FUNCTIONAL HELP DESK EXHIBIT

ADVANCED CUSTOMER SUPPORT ORACLE FUNCTIONAL HELP DESK EXHIBIT ADVANCED CUSTOMER SUPPORT ORACLE FUNCTIONAL HELP DESK EXHIBIT This exhibit incorporates by reference the terms of the order for Oracle Functional Help Desk services. A. Definitions. End Users means those

More information

SERVICE LEVEL AGREEMENT. Open Source Support Desk B.V. Hargray, Inc.

SERVICE LEVEL AGREEMENT. Open Source Support Desk B.V. Hargray, Inc. SERVICE LEVEL AGREEMENT between Open Source Support Desk B.V. and Hargray, Inc. Copyright 2011 by Open Source Support Desk B.V. All rights reserved. This document is protected by copyright. No part of

More information

Service Catalog. it s Managed Plan Service Catalog

Service Catalog. it s Managed Plan Service Catalog Service Catalog it s Managed Plan Service Catalog 6/18/2012 Document Contents Contents Document Contents... 2 Overview... 3 Purpose... 3 Product Description... 3 Plan Overview... 3 Tracking... 3 What is

More information

Managed Support Policy

Managed Support Policy TABLE OF CONTENTS 1. SERVICE DESCRIPTION 2 2. SUPPORT OPTIONS 2 3. SERVICE SUPPORT HOURS 3 4. MONITORING AND OUTAGES 3 5. SERVICE LEVEL AGREEMENT 4 6. PLANNED MAINTENANCE AND UPGRADES 5 7. TARGET UPTIME

More information

HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S.

HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S. HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S. HP Care Pack Services Technical data HP Hardware Support Onsite 6-Hour Call-to-Repair Service provides an IT manager with a team of support

More information

BridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS)

BridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS) BridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS) 1. Introduction This Statement of Work (SOW) is an appendix to the existing Master Services Agreement between

More information

CRM Support Services Agreement

CRM Support Services Agreement CRM Support Services Agreement Agreement Number: Start Date: Renewal Date: Minimum Term: Points Purchased in Initial Minimum Term: This Agreement sets forth the terms and conditions under which The CRM

More information

CRM in a Day Support Services Agreement

CRM in a Day Support Services Agreement CRM in a Day Support Services Agreement Agreement Number: Start Date: Renewal Date: Minimum Term: This Agreement sets forth the terms and conditions under with CRM in a Day shall support the Microsoft

More information

Maintenance Service 1.1 ANNUAL PREVENTIVE MAINTENANCE 1.2 ON-SITE REMEDIAL SERVICES

Maintenance Service 1.1 ANNUAL PREVENTIVE MAINTENANCE 1.2 ON-SITE REMEDIAL SERVICES Maintenance Service Statement of Work 1.0 Executive Summary - 1 - UPS/PDU Advantage Ultra UPS/PDU Advantage Ultra Service Service Table of Contents 1.0 Executive Summary 2.0 Features & Benefits 3.0 Details

More information

HP Foundation Care Service

HP Foundation Care Service Technical data HP Foundation Care Service HP Services HP Foundation Care Service (HP Foundation Care) is composed of comprehensive hardware and software services aimed to help increase the availability

More information

Service Schedule for MANAGED SERVICES

Service Schedule for MANAGED SERVICES Service Schedule for MANAGED SERVICES This Service Schedule is effective for Managed Services provided on or after 1 September 2013. Terms and Conditions applicable to Managed Services provided prior to

More information

Schedule A Support and Maintenance Agreement

Schedule A Support and Maintenance Agreement Page 1 of 5 During the Term and upon SSN s acceptance of an executed Order Form that specifies the Customer s designated support plan for the applicable Software (the Covered Services ), SSN shall provide

More information

Magento Enterprise Edition Technical Support Guide

Magento Enterprise Edition Technical Support Guide Magento Enterprise Edition Technical Support Guide AUGUST 2013 Thank you for using Magento Enterprise Edition. Technical support is a vital part of the total Magento Enterprise Edition customer experience.

More information

Magento Enterprise Edition Customer Support Guide

Magento Enterprise Edition Customer Support Guide Magento Enterprise Edition Customer Support Guide April 2015 Thank you for using Magento Enterprise Edition Customer support is a vital part of the total Magento Enterprise Edition customer experience.

More information

HP IT Professional Help Desk for SMB Service HP Care Pack Services

HP IT Professional Help Desk for SMB Service HP Care Pack Services HP IT Professional Help Desk for SMB Service HP Care Pack Services Technical data HP IT Professional Help Desk for SMB Service gives Small to Medium Business customers a single source of 2nd and 3rd Level

More information

ExtremeWorks Managed Services MonitoringPLUS - Onsite

ExtremeWorks Managed Services MonitoringPLUS - Onsite SERVICE DESCRIPTION DOCUMENT (SDD) ExtremeWorks Managed Services MonitoringPLUS - Onsite Service: ExtremeWorks Managed Services MonitoringPLUS Onsite (Next Business Day & 4 Hour Response) Version: 1.0

More information

QIPoint Software Technical Support Policies Effective Date: 25-March-2015

QIPoint Software Technical Support Policies Effective Date: 25-March-2015 QIPoint Software Technical Support Policies Effective Date: 25-March-2015 Table of Contents Overview... 2 Support Terms... 2 Technical Support Fees... 2 Support Period... 2 License Set... 3 Unsupported

More information

NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES

NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES 1. Definitions. The definitions below shall apply to this Schedule. All capitalized terms not otherwise defined herein

More information

HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S.

HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S. HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S. HP Care Pack Services Technical data HP Hardware Support Onsite 6-Hour Call-to-Repair Service provides an IT manager with a team of support

More information

QIPoint Software Technical Support Policies Effective Date: 01-December-2014

QIPoint Software Technical Support Policies Effective Date: 01-December-2014 QIPoint Software Technical Support Policies Effective Date: 01-December-2014 Table of Contents Overview... 2 Support Terms... 2 Technical Support Fees... 2 Support Period... 2 License Set... 3 Unsupported

More information

HP Global Call Management Service

HP Global Call Management Service HP Global Call Management Service HP Services Technical data HP Global Call Management (GCM) Service will provide your enterprise with a single point of contact that will log, route, and manage support

More information

ZEBRA OneCare ESSENTIAL Support Services for Enterprise Products. Service Description Document LAUNCH DATE: JUNE 8, 2015

ZEBRA OneCare ESSENTIAL Support Services for Enterprise Products. Service Description Document LAUNCH DATE: JUNE 8, 2015 ZEBRA OneCare ESSENTIAL Support Services for Enterprise Products Service Description Document LAUNCH DATE: JUNE 8, 2015 ---DISCLAIMER--- The following document is a Work in Progress of the Service Description

More information

Technical Support Policies Effective Date: 25-OCTOBER-2006

Technical Support Policies Effective Date: 25-OCTOBER-2006 Technical Support Policies Effective Date: 25-OCTOBER-2006 OVERVIEW Unless otherwise stated, these Technical Support Policies apply to technical support for all Oracle product lines. These Technical Support

More information

Custom Application Support Program Guide Version 3.2.0 March 02, 2015

Custom Application Support Program Guide Version 3.2.0 March 02, 2015 Custom Application Support Program Guide Version 3.2.0 March 02, 2015 Genesys Custom Application Support Program Guide CASPG100-0215 Genesys Custom Application Support Program Guide Page 2 The information

More information

CRAY GOLD SUPPORT SUPPORT OPERATIONS HANDBOOK. GOLD-SOHB 2.2-90213 Page 1 of 22 www.cray.com

CRAY GOLD SUPPORT SUPPORT OPERATIONS HANDBOOK. GOLD-SOHB 2.2-90213 Page 1 of 22 www.cray.com CRAY GOLD SUPPORT SUPPORT OPERATIONS HANDBOOK GOLD-SOHB 2.2-90213 Page 1 of 22 www.cray.com Table of Contents Document Version History... 4 About Cray Customer Service... 5 About this document... 6 1.

More information

Product and Services Agreement BT Conferencing Maintenance Service Schedule

Product and Services Agreement BT Conferencing Maintenance Service Schedule Product and Services Agreement 1. DEFINITIONS The following definitions shall apply, in addition to those in the General Terms and Conditions of the PSA. Ancillary Devices BT Authorized Service Representative

More information

ADTRAN ProServices Description of Service Offering. ProCare International

ADTRAN ProServices Description of Service Offering. ProCare International ADTRAN ProServices Description of Service Offering ProCare International This Description of Service Offering is provided by ADTRAN, Inc., to describe the support services generally available under ADTRAN

More information

Fully Managed IT Support. Proactive Maintenance. Disaster Recovery. Remote Support. Service Desk. Call Centre. Fully Managed Services Guide July 2007

Fully Managed IT Support. Proactive Maintenance. Disaster Recovery. Remote Support. Service Desk. Call Centre. Fully Managed Services Guide July 2007 Fully Managed IT Support Proactive Maintenance Disaster Recovery Remote Support Service Desk Call Centre London Office ITVET Limited 2 nd Floor 145 157 St John Street London EC1V 4PY t: +44(0)8704 232

More information

HP Hardware Support Onsite Service

HP Hardware Support Onsite Service Technical data HP Hardware Support Onsite Service HP Technology Services - Contractual Services HP Hardware Support Onsite Service provides remote assistance and onsite support for your eligible covered

More information

CTERA Support Policy

CTERA Support Policy CTERA Support Policy May 2015 Version 2.0 2015, CTERA Networks. All rights reserved. Contents Our Commitment to Support ------------------------------------------------------------------------ 2 Terms

More information

Rekoop Limited Standard Terms of Business

Rekoop Limited Standard Terms of Business Rekoop Limited Standard Terms of Business 1 Copyright 2012, rekoop Limited 1. DEFINITIONS... 3 2. BASIS OF AGREEMENT... 6 3. PROVISION OF THE SOFTWARE AND SERVICES... 6 4. TERM... 6 5. ACCESS AND SECURITY...

More information

EXHIBIT FOR MANAGED SERVICES (2013V3)

EXHIBIT FOR MANAGED SERVICES (2013V3) EXHIBIT FOR MANAGED SERVICES (2013V3) This Exhibit for Managed Services, in addition to the General Terms, the OnDemand Exhibit, and any applicable PDM, applies to any Managed Services offering licensed

More information

ExtremeWorks Managed Services ResponsePLUS - AHR (Advanced Hardware Replacement)

ExtremeWorks Managed Services ResponsePLUS - AHR (Advanced Hardware Replacement) SERVICE DESCRIPTION DOCUMENT (SDD) ExtremeWorks Managed Services ResponsePLUS - AHR (Advanced Hardware Replacement) Service: ExtremeWorks Managed Services ResponsePLUS - AHR (Next Business Day & 4 Hour

More information

CUSTOMER GUIDE. Support Services

CUSTOMER GUIDE. Support Services CUSTOMER GUIDE Support Services Table of Contents Nexenta Support Overview... 4 Support Contract Levels... 4 Support terminology... 5 Support Services Provided... 6 Technical Account Manager (TAM)... 6

More information

Essential Support Information 2016 Q2 Edition

Essential Support Information 2016 Q2 Edition Intel Security Hardware Support User Guide Essential Support Information 2016 Q2 Edition 2 Table of Contents 1 Hardware Support 3 1.1 Getting Assistance 1.2 Updating Hardware Location 1.3 Hardware Support

More information

RL Solutions Software Support & Maintenance Guide

RL Solutions Software Support & Maintenance Guide RL Solutions Software Support & Maintenance Guide Revision December 5, 2014 2014 RL Solutions. All rights reserved. RL Solutions and the RL Solutions logo, among others, are trademarks of Radicalogic Technologies

More information

ExtremeWorks Managed Services ResponsePLUS - Onsite

ExtremeWorks Managed Services ResponsePLUS - Onsite SERVICE DESCRIPTION DOCUMENT (SDD) ExtremeWorks Managed Services ResponsePLUS - Onsite Service: ExtremeWorks Managed Services ResponsePLUS - Onsite (Next Business Day & 4 Hour Response) Version: 1.0 Date:

More information

AriesoGEO Support Services Terms and Conditions (12x5)

AriesoGEO Support Services Terms and Conditions (12x5) AriesoGEO Support Services Terms and Conditions (12x5) These Standard Support Services terms and conditions ( Terms and Conditions ) apply to any quote, order, order acknowledgment, and invoice, and any

More information

REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SUPPORT SERVICES. Bid Packets are Due:

REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SUPPORT SERVICES. Bid Packets are Due: REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SUPPORT SERVICES Issue Date: Friday, March 15 th, 2013 Closing Date: Monday, April 15 th, 2013 University City District is requesting proposals from qualified,

More information

1 Introduction. 2 Design and Functionality. 3 Client Support

1 Introduction. 2 Design and Functionality. 3 Client Support Changefirst Enterprise Service Level Agreement 1 Introduction This Service Level Agreement between Changefirst and the Client describes the support processes and services which Changefirst provides to

More information

GMS NETWORK BASIC PRODUCT SPECIFICATION 1. INTRODUCTION 2. SERVICE DEFINITION. 2.1 Service Overview. GMS Network Basic

GMS NETWORK BASIC PRODUCT SPECIFICATION 1. INTRODUCTION 2. SERVICE DEFINITION. 2.1 Service Overview. GMS Network Basic GMS NETWORK BASIC PRODUCT SPECIFICATION 1. INTRODUCTION This document contains product information for the GMS Network Basic Service. If you require more detailed technical information, please contact

More information

Exhibit A Subscription Services

Exhibit A Subscription Services Exhibit A Subscription Services 1. Mirantis Subscription Services. Mirantis Subscription Services includes Mirantis OpenStack Support for Mirantis OpenStack Software and Open Source Components in consideration

More information

California Department of Technology, Office of Technology Services WINDOWS SERVER GUIDELINE

California Department of Technology, Office of Technology Services WINDOWS SERVER GUIDELINE Table of Contents 1.0 GENERAL... 2 1.1 SUMMARY...2 1.2 REFERENCES...2 1.3 SUBMITTALS...2 1.3.1 General...2 1.3.2 Service Request...3 1.4 EXPECTATIONS...3 1.4.1 OTech...3 1.4.2 Customer...3 1.5 SCHEDULING...4

More information

REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES

REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES CITY OF RICHLAND HILLS, TEXAS REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES Proposals will be received by the City of Richland Hills for Information Technology Support Services. Interested

More information

[name of project] Service Level Agreement

[name of project] Service Level Agreement [name of project] Service Level Agreement Policies and Procedures Posting: Nov.2008 Rev# xxx CIO Sign-Off: Approved and Reviewed By: Date: Document ID: SLA Revision 001 Authors: Disclaimer: Document sign-off

More information

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES IN CONFIDENCE TABLE OF CONTENTS 1 CONTACT DETAILS 1 1.1 The Client Contract Management

More information

PENELOPE SUPPORT SERVICE Athena Software Effective Date: May 13, 2015

PENELOPE SUPPORT SERVICE Athena Software Effective Date: May 13, 2015 PENELOPE SUPPORT SERVICE Athena Software Effective Date: May 13, 2015 This Agreement is provided in addition to the Order Form addendum which accompanies it and, governs the purchase and delivery of the

More information

BCS Premier Services Service Description

BCS Premier Services Service Description Service Overview The Symantec Business Critical Services Premier services (the Service ) are value added support services that can be configured to meet the discrete needs of Customer that combine personalized

More information

ZEBRA OneCare SELECT Support Services for Printer Products. Service Description Document for Depot Service V1.0 July 8, 2015

ZEBRA OneCare SELECT Support Services for Printer Products. Service Description Document for Depot Service V1.0 July 8, 2015 ZEBRA OneCare SELECT Support Services for Printer Products Service Description Document for Depot Service V1.0 July 8, 2015 Introduction This document describes the Services provided by Zebra under Zebra

More information

HP Hardware Technical Support

HP Hardware Technical Support HP Hardware Technical Support HP Technology Services - Contractual Services Technical data HP Hardware Technical Support service provides a remote hardware telephone support service on selected HP and

More information

AnceroAir Mobile Device Management (MDM) Service Guide

AnceroAir Mobile Device Management (MDM) Service Guide AnceroAir Mobile Device Management (MDM) Service Guide Contents Service Overview... 3 Core Mobile Device Management... 3 Mobility Management Bundle... 3 Secure Productivity Suite... 4 TouchDown (with Exchange

More information

TECHNICAL SUPPORT AND MAINTENANCE SCHEDULE

TECHNICAL SUPPORT AND MAINTENANCE SCHEDULE TECHNICAL SUPPORT AND MAINTENANCE SCHEDULE I. SUPPORT AND MAINTENANCE PROVIDED A. Support Contact and Hours Information. Support for Customers who subscribe to Empirix Technical Support and Maintenance

More information

HP PC Helpdesk Service

HP PC Helpdesk Service HP PC Helpdesk Service HP Care Pack Services Technical data HP PC Helpdesk Service gives professionals in small and medium-sized businesses access to advice and assistance for popular software applications,

More information

BUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION

BUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION BUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION Table of Contents 1. INTRODUCTION 3 2. PROVISIONING 3 3. DEVICE AND ACCESSORY ORDERING 4 4. ACCOUNT DEVELOPMENT 5 5. CUSTOMER AND

More information

Applaud Solutions Technical Support Policies

Applaud Solutions Technical Support Policies Applaud Solutions Technical Support Policies Effective Date: 06-May-2011 Overview Unless otherwise stated, these Technical Support Policies apply to technical support for all Applaud Solutions products.

More information

Service Level Agreement Between Jolly Technologies Inc. And [Customer Name] For [Level of Service Gold/Silver/Bronze Coverage] Technical Support Plan

Service Level Agreement Between Jolly Technologies Inc. And [Customer Name] For [Level of Service Gold/Silver/Bronze Coverage] Technical Support Plan Service Level Agreement Between Jolly Technologies Inc. And [Customer Name] For [Level of Service Gold/Silver/Bronze Coverage] Technical Support Plan Submitted to: Submitted by: [Customer Name] [Customer

More information

Conditions for ICT Partner Solutions Service Schedule for SecureData Service

Conditions for ICT Partner Solutions Service Schedule for SecureData Service 1. Definitions & Interpretations Conditions for ICT Partner Solutions Service Schedule for The following definitions shall apply to the provisions of the Service, in addition to those in the General Terms

More information

Customer: Address: Support Contact:

Customer: Address: Support Contact: MaxxVault MaxxDocs Software Subscription and Support Agreement 3340 Veterans Memorial Highway Suite 400 Bohemia, NY 11716 631-446-4800 www.maxxvault.com Customer: Address: Support Contact: Effective Date:

More information

Oracle Fixed Scope Services Definitions Effective Date: October 14, 2011

Oracle Fixed Scope Services Definitions Effective Date: October 14, 2011 Oracle Fixed Scope Services Definitions Effective Date: October 14, 2011 "You" and "your" refers to the individual or entity that has ordered Advanced Customer Services from Oracle or an authorized distributor.

More information

SOFTWARE UPDATE SERVICES (SUS)

SOFTWARE UPDATE SERVICES (SUS) SOFTWARE UPDATE SERVICES (SUS) These Software Update Services terms and conditions ( Terms and Conditions ) apply to any quote, order, order acknowledgment, and invoice, and any sale or provision of Software

More information

exist-db Subscriptions

exist-db Subscriptions !! exist-db Subscriptions Terms and Conditions exist Solutions GmbH Dr-Ludwig-Opel-Straße 50, 65428 Rüsselsheim, Germany 1. Definitions Software means the exist-db Open Source Native XML database, its

More information

CUSTOMER SERVICE SLA. Support, Product & Services. Support, Product & Services Page 1

CUSTOMER SERVICE SLA. Support, Product & Services. Support, Product & Services Page 1 Support, Product & Services Support, Product & Services Page 1 Copyright Notice 2015 Copyright SIMBERRY JSC. All rights reserved. The service and its related documentation are protected by copyright and

More information

HP Autonomy Software Support Foundation

HP Autonomy Software Support Foundation Data sheet HP Autonomy Software Support Foundation HP Autonomy Software Support provides comprehensive technical support and updates for HP Autonomy Software. Your IT staff can have fast, reliable access

More information

Flexagon Support Services Policy

Flexagon Support Services Policy Flexagon Support Services Policy This Support Services Policy sets forth the terms and conditions under which Flexagon will provide Support Services for certain proprietary Software licensed to Client

More information

SPRINT PCS DATA LINK - WIRELESS WAN PRODUCT ANNEX

SPRINT PCS DATA LINK - WIRELESS WAN PRODUCT ANNEX SPRINT PCS DATA LINK - WIRELESS WAN PRODUCT ANNEX The following terms and conditions in this Sprint PCS Data Link Wireless WAN Product Annex ( Annex ), together with the Sprint Standard Terms and Conditions

More information

Digital Advisory Services Professional Service Description Network Assessment

Digital Advisory Services Professional Service Description Network Assessment Digital Advisory Services Professional Service Description Network Assessment 1. Description of Services. 1.1. Network Assessment. Verizon will perform Network Assessment services for the Customer Network,

More information

IBM Implementation Services for Power Systems IBM Systems Director

IBM Implementation Services for Power Systems IBM Systems Director Sample Statement of Work for Services This an example and your Statement of Work may vary given your specific requirements and the related IBM engagement. IBM Implementation Services for Power Systems

More information

X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3

X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3 X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3 Date : 09/08/06 Issue: 6 This is an unpublished work the copyright in which vests in X2 Connect Limited. All rights reserved. The

More information

Dynamics CRM - Support Service Description

Dynamics CRM - Support Service Description Service Description Contents CRM SUPPORT PLANS... 3 SUPPORT DEFINITIONS... 4 Incident Management... 4 Request Fulfilment... 4 Event Management... 4 Service Availability... 4 Response Time... 5 Resolution

More information

HPE Installation and Startup Service for IMC

HPE Installation and Startup Service for IMC Data sheet HPE Installation and Startup Service for IMC Support Services HPE Installation and Startup Service for HPE Intelligent Management Center (IMC) products coordinates installation, configuration,

More information

DOT.Comm Oversight Committee Policy

DOT.Comm Oversight Committee Policy DOT.Comm Oversight Committee Policy Enterprise Computing Software Policy Service Owner: DOTComm Operations Effective Date: TBD Review Schedule: Annual Last Review Date: Last Revision Date: Approved by:

More information

Technical Support Policies

Technical Support Policies Page 1 of 6 Effective Date :01.03.05 Document No. :IPM 128B Technical Support Policies Schedule - A This document describes the Technical Support Policies ( Support Policies ) of IP Momentum. These Support

More information

Software Maintenance Program Handbook Handbook for Open Text Products

Software Maintenance Program Handbook Handbook for Open Text Products Software Maintenance Program Handbook Handbook for Open Text Products July 2013 Version 8 Page 1 Contents 1. Introduction... 4 2. Support Services... 5 2.1 General... 5 2.1.1 Hours and OTC Support Services

More information

Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1.

Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1. Communicate: Data Service Level Agreement Author: Service Date: October 13 Communicate: Data Service Level Agreementv1.1 Page 1 of 12 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3

More information

Managed Services Agreement. Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043

Managed Services Agreement. Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043 Managed Services Agreement Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043 SERVICE DESCRIPTIONS By purchasing these Services from Hilliard Office

More information