ACDI s Professional Support Services

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "ACDI s Professional Support Services"

Transcription

1

2 ACDI s Professional Support Services 01. Customer Engagement It s what sets us apart. Customer calls or s ACDI with a support request between the hours of 8am and 6pm CST. Monday through Friday. At ACDI we offer many incredible products, but it s our professional support services that make them all work. Our support is unrivaled in the industry, and focuses solely on your needs and requirements. At ACDI, we offer two support options that will ensure that your transition to PaperCut is seamless and accurate. 04. Priority ACDI shall respond the same business day for all calls received before 2:00 pm CST and by 12pm the next business day for calls after 2pm CST. ProServices Support, how does it work? 03. Callback If a TSC is not available, callbacks will be processed in the order in which incidents are reported to ACDI. 02. Response An ACDI Technical Support Consultant (TSC) will respond Immediately to tech support incidents. How to engage ACDI s support. Phone Support Toll Free Support

3 ACDI s Support Service Options Before engaging ACDI s support services, it is helpful to understand which level of support you have purchased. Knowing the differences between support levels helps set the expectations for all parties involved and in many cases will expedite the solution to your issue. Professional Services Support The customer shall be entitled to receive technical support for the licensed products via to or telephone between the hours of 8:00 am and 6:00 pm CST, Monday through Friday, except for observed holidays of ACDI. An ACDI Technical Support Consultant (TSC) will respond to such technical support incidents immediately if one of our TSC support personnel is available. If a TSC support consultant is not available, callbacks will be processed in the order in which incidents are reported to ACDI. Customers with a ProServices Support agreement shall receive priority over all other support requests. In any event, ACDI shall respond the same business day for all calls received before 2:00 pm CST. If you call after 2 pm CST we will call you back before 12pm CST on the next business day. Upgrade Assurance Support The customer shall be entitled to receive technical support for the licensed products via s to or telephone between the hours of 9:00 am and 5:00 pm CST, Monday through Friday, except for observed holidays of ACDI. An ACDI Technical Support Consultant (TSC) will respond as one of its support consultants becomes available. If a technician is not available, callbacks will be processed in the order in which incidents are reported to ACDI. Customers with an Upgrade Assurance Support agreement shall receive priority over all other support requests. In any event, ACDI shall respond no later than the end of the next business day immediately following the day on which the call was received.

4 ACDI s Support Escalation Process Following completion of all contracted installation services, ACDI will provide a technical support role related to maintenance of the PaperCut MF product which includes product updates, configuration changes, and trouble shooting. All of this is offered via phone, , or remote assistance. Upgrades Access to all upgrades, both major and minor. PaperCut averages 6 to 8 upgrade releases a year. Priority You ll have priority access to developer-level support. Support requests sent via are placed in a priority queue. All s are answered within 8 hours and the current average response time is under 4 hours. You can contact us via or phone. Hotfixes We ll go the extra mile to keep you up and running, even if this means issuing a custom hotfix out of normal release cycles. Steady State / Ongoing Support: Phone Support by ACDI Users can call during normal business hours 8-6 CST for dedicated help desk support. Response time 4 hours; calls before 2 pm CST will get a return call same business day Support by ACDI ing will generate an automated support ticket in the ACDI help desk database. This support is available 24/7. Response time 4 hours during normal business hours Nights, Weekend and ACDI observed holiday support available upon advanced scheduled request. This support is not covered under the standard support options and could require an additional support fee. We recognize that there are different levels of issues that require higher priorities on our support queues. All support tickets logged via phone and will go into the support queue in the order it was received. The ACDI technical support consultant will prioritize based on the time of entry into our ticket system but items that are deemed critical will move to the top of the queue. Support Service Levels Critical Serious Routine Software crashes under normal use or is unusable as a whole Response Time Within: 2 Hours Corrective Action Plan Formulated Within: 1 Day Important software feature is unusable or product performance is unacceptable Response Time: 1 Day Corrective Action Plan Formulated Within: 2 Days Less important software feature is unusable or is resolvable by easy temporary End User workaround or degradation in software performance is slight. Response Time: 1 Day Corrective Action Plan Formulated Within: 5 Days

5 ACDI s Support Escalation Process Client Dealer Client has PaperCut issue. Client contacts either their dealer or ACDI software support. ACDI Software Support Troubleshooting Support Tickets Software Issues Multi-Lingual Support Post-Installation Issues Dealer performs initial troubleshooting and engages ACDI if needed. ACDI Software Support ACDI software support contacts the client for troubleshooting and/or resolution. Escalates to PaperCut if needed. PaperCut Hardware Support Hardware Technical Issues Hardware Connectivity Issues Hardware Customization Product Shipping ACDI software support contacts the dealer or the client for troubleshooting/resolution. Escalates to PaperCut if needed. PaperCut troubleshoots and relays the resolution back to ACDI. PaperCut PaperCut troubleshoots and relays the resolution back to ACDI.

ITS HELP DESK SUPPORT. Pace University and ITS Help Desk

ITS HELP DESK SUPPORT. Pace University and ITS Help Desk ITS HELP DESK SUPPORT Pace University and ITS Help Desk Summary This document covers the help desk support services offered from the ITS Help Desk for Pace University members. User Services ITS Help Desk

More information

Technical Support Services

Technical Support Services Description of Services Technical Support Services V2.0 October, 2013 KBZ Communications, Inc. Service Summary This document describes the service offerings of the KBZ ZCare Technical Support Program.

More information

SCRIBE SUPPORT POLICY

SCRIBE SUPPORT POLICY SCRIBE SUPPORT POLICY SCRIBE SUPPORT POLICY 21 DECEMBER 2015 WWW.SCRIBESOFT.COM CONTENTS Scribe Support Policy... 3 Types of Support... 4 Free Product Download... 4 Free Support... 4 Paid Support... 4

More information

IT Support for London

IT Support for London IT Support for London London Systems IT Support Your Helpdesk What s included; We are your IT Department, we are at the end of a phone to listen and work with you to resolve the situation no matter where

More information

Dynatrace Support Policy

Dynatrace Support Policy Dynatrace Support Policy Standard Support March 2015 v2 Dynatrace TECHNICAL Support ENGINEERING TEAM The Dynatrace Support team consists of seasoned technical professionals dedicated to helping you optimize

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

Customer Service Procedure Open a Support Case by Phone

Customer Service Procedure Open a Support Case by Phone Customer Service Procedure Open a Support Case by Phone CONTENTS Introduction...2 Quick Reference for NewNet Support...2 What is Included in Your Support Contract...2 How to open a Service Request...2

More information

ScerIS Support Options

ScerIS Support Options ScerIS Support Options Table of Contents Maintenance and Support... 3 Maintenance... 3 Support and Value Added Services... 4 Support and Value Added Services Pricing... 4 ScerIS Holidays... 8 Telephone

More information

Standard Success Program

Standard Success Program Support Services Apptio Customer Support is dedicated to providing customers with responsive, high-quality assistance to your inquiries regarding your use of the Apptio Subscription Services. Our support

More information

Handshake Customer Support Handbook

Handshake Customer Support Handbook Handbook Handshake Customer Support Handbook Document History Prepared By 8/1/2014 Handshake Software Version : 5.0 Caroline McManus +1 (850) 329-7845 cmcmanus@handshakesoftware.com Abstract: This Handbook

More information

Service Level Agreement

Service Level Agreement Standard i-tech as of: January 6, 2015 i-tech Client Response Time (SLA) This SLA agreement pertains to i-tech clients under a valid service contract only. Total Technology Support (TTS) clients will have

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

Enterprise UNIX Services - Systems Support - Extended

Enterprise UNIX Services - Systems Support - Extended 1 General Overview This is a Service Level Agreement ( SLA ) between and Enterprise UNIX Services to document: The technology services Enterprise UNIX Services provides to the customer. The targets for

More information

Department of Information Technology

Department of Information Technology Lines of Business LOB #132: END USER SERVICES Department of Information Technology Purpose The End User Services LOB in the Department of Information Technology is responsible for providing direct technical

More information

SERVICE LEVEL AGREEMENT

SERVICE LEVEL AGREEMENT SUPPORT SERVICES SERVICE LEVEL AGREEMENT SUPPORT SERVICES (SERVICE LEVEL AGREEMENT) Definitions: Acknowledged means an acknowledgement of the Receipt either by phone or email; Additional Services means

More information

Customer Service Procedure RMA Support Case By Phone

Customer Service Procedure RMA Support Case By Phone Customer Service Procedure RMA Support Case By Phone CONTENT Introduction...02 Quick Reference for NewNet Support...02 What is Included in Your Support Contract...02 How to Open a Service Request...02

More information

Managed Security Services SLA Document. Response and Resolution Times

Managed Security Services SLA Document. Response and Resolution Times Managed Security Services SLA Document Appendix A Response and Resolution Times The following table shows the targets of response and resolution times for each priority level: Trouble Priority Response

More information

Hosted Contact Centre (HCC) Customer Service Plan

Hosted Contact Centre (HCC) Customer Service Plan Hosted Contact Centre (HCC) Customer Service Plan December 2014 1. Introduction The purpose of this Customer Service Plan (CSP) is to set out the agreed day to day working practices between BT Wholesale

More information

Unitrends, Inc. Software and Hardware Support Handbook

Unitrends, Inc. Software and Hardware Support Handbook 1 Unitrends, Inc. Software and Hardware Support Handbook Overview This Customer Support Handbook details support services, contact information and best practices for contacting Unitrends Support to ensure

More information

Systems Support - Standard

Systems Support - Standard 1 General Overview This is a Service Level Agreement ( SLA ) between document: and Enterprise Windows Services to The technology services Enterprise Windows Services provides to the customer The targets

More information

odyssey a tyler courts & justice solution

odyssey a tyler courts & justice solution odyssey a tyler courts & justice solution Real Value Every Day Support Services that maximize your Odyssey investment Our promise: predictable pricing, industry-leading technology and reliable performance

More information

Unitrends, Inc Support Handbook for Unitrends Virtual Backup (UVB) Formerly PHD Virtual Backup (PHDVB)

Unitrends, Inc Support Handbook for Unitrends Virtual Backup (UVB) Formerly PHD Virtual Backup (PHDVB) Support Handbook, Inc Support Handbook for Virtual Backup (UVB) Formerly PHD Virtual Backup (PHDVB) 2 Overview This Customer Support Handbook details support services, contact information and best practices

More information

Support Policies and Procedures

Support Policies and Procedures Support options Nintex provides support for Nintex software products in the form of software assurance (also known as maintenance), and support services (also known as help desk or incident response).

More information

Symmetry Networks. Corporate Managed Services Schedule

Symmetry Networks. Corporate Managed Services Schedule Symmetry Networks Corporate Managed Services Schedule A Managed Services Solution version 1.0 January 2015 This Service Schedule forms part of the Agreement between Us (Symmetry Networks Pty Ltd) and You

More information

Technical Support Service Description

Technical Support Service Description Technical Support Service Description www.ipanematech.com Application Performance Guarantee Ipanema Technical Support 01/10/2013 TABLE OF CONTENTS Introduction... 4 A. Technical Support Gold Service overview...

More information

C U S T O M E R GUIDE. Support Level Descriptions

C U S T O M E R GUIDE. Support Level Descriptions C U S T O M E R GUIDE Support Level Descriptions Table of Contents 1. SUPPORT LEVELS... 3 2. SUPPORT SPECIFICATIONS... 4 3. SUPPORT TERMS AND CONDITIONS... 5 3.1 Definitions... 5 3.2 Support Services Provided...

More information

Solace Systems Support Services

Solace Systems Support Services Solace Systems Support Services 1 PRODUCT AND RELEASE DEFINITIONS Solace Systems Product Types SolOS : The package of operating system, firmware, associated environment and executables which runs on a

More information

BRANDEIS UNIVERISTY DESKTOP SERVICES SERVICE LEVEL AGREEMENT

BRANDEIS UNIVERISTY DESKTOP SERVICES SERVICE LEVEL AGREEMENT BRANDEIS UNIVERISTY DESKTOP SERVICES SERVICE LEVEL AGREEMENT 1.0 Purpose 2.0 Term and Scope of Agreement 3.0 Desktop Services Responsibilities 3.1 Supported Hardware 3.2 Supported Operating Systems 3.3

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

Kennebec Valley Community College Information Technology Department Service Level Agreement

Kennebec Valley Community College Information Technology Department Service Level Agreement Kennebec Valley Community College Information Technology Department Service Level Agreement 1. Introduction 1.1 Information Technology Department Mission Statement 1.2 Information Technology Department

More information

Publish Date: 19/06/14 Version: 1.2. Call Recording/Logging Service Level Agreement. Page: 1. Call Recording/Logging Service Level

Publish Date: 19/06/14 Version: 1.2. Call Recording/Logging Service Level Agreement. Page: 1. Call Recording/Logging Service Level Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 3 5. Hardware RMA Process 4 6. Supported Coverage

More information

University Systems Desktop Support Service Level Commitment

University Systems Desktop Support Service Level Commitment University Systems Desktop Support Service Level Commitment The Purpose of this Service Level Commitment (SLC) is to formally define the level of service University Systems will provide to UVic faculty,

More information

Sentinel Platform/Managed IT Services Agreement Page 1 of 6. 1. Term of Agreement

Sentinel Platform/Managed IT Services Agreement Page 1 of 6. 1. Term of Agreement Page 1 of 6 1. Term of Agreement This Agreement between, herein referred to as Client, and Word of Mouth Computers and Electronics, LLC hereinafter referred to as Service Provider, is effective on the

More information

SUPPORT POLICY SUPPORT POLICY

SUPPORT POLICY SUPPORT POLICY SUPPORT POLICY SUPPORT POLICY Copyright This document is provided "as- is". Information and views expressed in this document, including URL and other Internet Web site references, may change without notice.

More information

IBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management

IBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management IBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management Contents Overview... 1 1.0 MONITORING... 2 2.0 SCHEDULED MAINTENANCE... 2 2.1 Notification... 2 2.2 Regular

More information

DESKTOP SUPPORT SERVICE LEVEL AGREEMENT

DESKTOP SUPPORT SERVICE LEVEL AGREEMENT DESKTOP SUPPORT SERVICE LEVEL AGREEMENT Pace University and Client Support Offices Summary This document covers the desktop support services offered from the Client Support Office for Pace University members.

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

ESXi Cluster Services - SLA

ESXi Cluster Services - SLA 1 General Overview This is a Service Level Agreement ( SLA ) between the customer and IST Infrastructure Services (IST-IS) to document: The technology services IST-IS provides to the customer The targets

More information

Intrado Inc. (as successor in interest to Connexon Telecom Inc) Support Policy

Intrado Inc. (as successor in interest to Connexon Telecom Inc) Support Policy (as successor in interest to Connexon Telecom Inc) Version L_September 2 nd 2014 Contents INTRADO SUPPORT POLICY... 1 1 OVERVIEW... 2 2 SUPPORT SERVICES... 3 2.1 What is included in the Intrado Support

More information

Technical Support User Guide

Technical Support User Guide Technical Support User Guide Lightspeed Systems Technical Support User Guide 1 Table of Contents Welcome... 3 Technical Support Overview... 3 Lightspeed Systems Global Technical Support Program... 3 Hardware

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

NETWRIX CUSTOMER SUPPORT REFERENCE GUIDE

NETWRIX CUSTOMER SUPPORT REFERENCE GUIDE NETWRIX CUSTOMER SUPPORT REFERENCE GUIDE Overview This Customer Support Guide details our support services, contact information, and best practices for contacting support to ensure quick response and issue

More information

Technical Support. Technical Support. Customer Manual v1.1

Technical Support. Technical Support. Customer Manual v1.1 Technical Support Customer Manual v1.1 1 How to Contact Transacta Support 1.1 Primary Contact: support@transacta.com.au 1.2 Escalation Telephone Number: +61 (2) 9459 3366 1.3 Hours of Operation 9:00 a.m.

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

[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

Support Plan Terms and Conditions

Support Plan Terms and Conditions Support Plan Terms and Conditions 1) SOFTWARE WARRANTY: A. AVST represents and warrants that all replacement parts or other software or equipment supplied under this Plan will perform substantially in

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

RevShield Service Level Agreement

RevShield Service Level Agreement RevShield Service Level Agreement 1. General. Under this Service Agreement Stonehenge Properties, Ltd. dba Revcord ( Revcord ) Revcord will repair or replace, at Revcord s option, products that have failed.

More information

Telestream Maintenance and Support Guide

Telestream Maintenance and Support Guide Maintenance & Support Telestream Maintenance and for Vantage, Vantage Lightspeed, Vantage Cloud Subscriptions, FlipFactory, Pipeline, CaptionMaker, and MacCaption 1 Copyright and Trademark Notice 2015

More information

The Hotchkiss School Information Technology Services. Service Level Agreement (SLA) with the Hotchkiss Community for Technology User Support

The Hotchkiss School Information Technology Services. Service Level Agreement (SLA) with the Hotchkiss Community for Technology User Support I. Summary The Hotchkiss School Information Technology Services Service Level Agreement (SLA) with the Hotchkiss Community for Technology User Support The Hotchkiss Information Technology Services (ITS)

More information

IT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001

IT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001 IT HELPDESK POLICY & PROCEDURE IT-P-001 Date:25 September, 2013 Amemberof, LAUREATE I'.;TlRNAT'Oi'lAl. UWII[RSITIB Stamford International University Policy Policy Statement This Policy has been written

More information

Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division

Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division 1/9 1. Executive Summary This Service Level Agreement ( SLA ) is between Computing

More information

TECHNICAL SUPPORT. and HARDWARE/SOFTWARE/NETWORK MAINTENANCE

TECHNICAL SUPPORT. and HARDWARE/SOFTWARE/NETWORK MAINTENANCE IT Services Service Level Agreement TECHNICAL SUPPORT and HARDWARE/SOFTWARE/NETWORK MAINTENANCE for ROOM RESERVATION SYSTEM IT Services Service Level Agreement: Room Reservation System This service level

More information

TECHNICAL SUPPORT. and HARDWARE/SOFTWARE/NETWORK MAINTENANCE. for TICKETING DATABASE

TECHNICAL SUPPORT. and HARDWARE/SOFTWARE/NETWORK MAINTENANCE. for TICKETING DATABASE IT Services Service Level Agreement TECHNICAL SUPPORT and HARDWARE/SOFTWARE/NETWORK MAINTENANCE for TICKETING DATABASE IT Services Service Level Agreement:Ticketing Database This service level agreement

More information

.trustwave.com Updated October 9, 2007 TECHNICAL ASSISTANCE CENTER (TAC) SUPPORT GUIDE

.trustwave.com Updated October 9, 2007 TECHNICAL ASSISTANCE CENTER (TAC) SUPPORT GUIDE .trustwave.com Updated October 9, 2007 TECHNICAL ASSISTANCE CENTER (TAC) SUPPORT GUIDE Legal Notice Copyright 2015 Trustwave Holdings, Inc. All rights reserved. This document is protected by copyright

More information

Liquidware Labs Customer Support Policy

Liquidware Labs Customer Support Policy Liquidware Labs Customer Support Policy Version 2.0 Introduction This guide has been authored by experts at Liquidware Labs in order to provide information and guidance concerning Liquidware Labs Customer

More information

Customer Support Handbook. Designed to Guide Customers in How Best to Engage Edify Product Support

Customer Support Handbook. Designed to Guide Customers in How Best to Engage Edify Product Support Designed to Guide Customers in How Best to Engage Edify Product Support September, 2006 Contents About Edify Customer Support...1 Customer Support Service Offering...1 Standard Maintenance Program...1

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

Panorama Software Software Maintenance and Technical Support Services Policy

Panorama Software Software Maintenance and Technical Support Services Policy Panorama Software Software Maintenance and Technical Support Services Policy Panorama Software Customer Support July 2010 Note: Due to the fast pace of the industry and market conditions, from time to

More information

State of Washington. BHAS Help Desk Support Services. July 2015 V1.0

State of Washington. BHAS Help Desk Support Services. July 2015 V1.0 State of Washington BHAS Help Desk Support Services July 2015 V1.0 WA-Behavioral Health Assessment Solution (BHAS ) BHAS supports the Child and Adolescent Needs and Strengths Assessment (CANS) and Adult

More information

QuantaStor SDS Support

QuantaStor SDS Support QuantaStor SDS Support OSNEXUS support packages include platform upgrades, software maintenance packs and technical assistance from our in-house engineering team. OSNEXUS support is bundled with each QuantaStor

More information

CUSTOMER SUPPORT DETAILS (CSD)

CUSTOMER SUPPORT DETAILS (CSD) CUSTOMER SUPPORT DETAILS (CSD) Thank you for your recent purchase with NEWT, the Business Services Division of Fibernetics Corporation. You are a valued customer to us. We welcome you to contact us at

More information

ez PUBLISH PLATFORM SUBSCRIPTION SERVICES DESCRIPTION

ez PUBLISH PLATFORM SUBSCRIPTION SERVICES DESCRIPTION ez PUBLISH PLATFORM SUBSCRIPTION SERVICES DESCRIPTION 1. GENERAL The ez Publish Platform Subscription Services includes access to a range of services related to the ez Publish Platform Software and ez

More information

Operating Level Agreement By Network Department For Provided Services

Operating Level Agreement By Network Department For Provided Services Operating Level Agreement By Network Department For Provided Services Effective Date: 6-1-2012 Document Owner: Network Manager TABLE OF CONTENTS I. Scope of Operating Level Agreement a. Overview b. Purpose/Scope

More information

Exhibit E - Support & Service Definitions. v1.11 / 2015-07-03

Exhibit E - Support & Service Definitions. v1.11 / 2015-07-03 Exhibit E - Support & Service Definitions v1.11 / 2015-07-03 Introduction - Support Services Table of Contents 1 Introduction... 4 2 General Definitions... 5 2.1 Support Services... 5 2.2 2.3 License or

More information

EXTENSION Assurance Policy Revised 12/13/2012

EXTENSION Assurance Policy Revised 12/13/2012 Page 1 of 6 EXTENSION, LLC ( VENDOR ) Assurance Policy EXTENSION Assurance Policy Revised 12/13/2012 This Service Policy describes the software support services, referred to as EXTENSION Assurance, which

More information

ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT. Schedule 3 Support Services

ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT. Schedule 3 Support Services ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT Schedule 3 Support Services December 2013 Table of Contents 1. SERVICE SCHEDULE 3 SUPPORT SERVICES... 3 1.1 OVERVIEW... 3 1.2 STANDARD

More information

One Hope United Help Desk Service Level Agreement. Help Desk Mission... 1. Scope... 1. Availability of Services... 1. Phone Response...

One Hope United Help Desk Service Level Agreement. Help Desk Mission... 1. Scope... 1. Availability of Services... 1. Phone Response... One Hope United Help Desk Service Level Agreement Table of Contents Help Desk Mission... 1 Scope... 1 Availability of Services... 1 Phone Response... 2 Service Level Response (SLR)... 3 Escalation of Tickets...

More information

Ohio University Office of Information Technology

Ohio University Office of Information Technology Standard Desktop Support General Overview Standard Desktop Support service level of the Office of Information Technology (OIT) is comprised of: The Standard Desktop Support (SDS) Service The general levels

More information

Ancero Virtual Private Network (AVPN) Service Guide

Ancero Virtual Private Network (AVPN) Service Guide Ancero Virtual Private Network (AVPN) Service Guide Contents Service Overview... 3 Ancero Virtual Private Network Service (AVPN): Reliable, flexible, any-to-any connectivity... 3 AVPN Benefits... 3 AVPN

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

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

Scomis Service Report Spring 2015 (1 January 2015 to 12 April 2015)

Scomis Service Report Spring 2015 (1 January 2015 to 12 April 2015) Scomis Service Report (1 January to 12 April ) Service Desk The Scomis Service Desk provides front-line telephone support for over 600 establishments. During the Service Desk received a total of 9,320

More information

Appendix D to DIR Contract No. DIR-SDD-2102. SYNNEX Corporation STATEMENT OF WORK / SUPPLEMENTAL AGREEMENT for <DIR CUSTOMER> END USER SERVICES

Appendix D to DIR Contract No. DIR-SDD-2102. SYNNEX Corporation STATEMENT OF WORK / SUPPLEMENTAL AGREEMENT for <DIR CUSTOMER> END USER SERVICES Appendix D to DIR Contract No. DIR-SDD-2102 SYNNEX Corporation STATEMENT OF WORK / SUPPLEMENTAL AGREEMENT for END USER SERVICES TABLE OF CONTENTS 1. Introduction... 3 2. Term of SOW...

More information

Binary Tree Support. Comprehensive User Guide

Binary Tree Support. Comprehensive User Guide Binary Tree Support Comprehensive User Guide Updated: 5/14/2013 TABLE OF CONTENTS About this Guide... 4 Standard Support... 4 Advanced Support... 4 Service Level Agreement (SLA)... 5 Binary Tree Support

More information

Intrado Call Handling CPE. Standard Maintenance and Support Services ( MSS Terms )

Intrado Call Handling CPE. Standard Maintenance and Support Services ( MSS Terms ) Intrado Call Handling CPE Standard Maintenance and Support Services ( MSS Terms ) These Maintenance and Support Services terms ( MSS Terms ) describe the current offerings for maintenance and support services

More information

StorageCraft Technical Support Guide

StorageCraft Technical Support Guide StorageCraft Technical Support Guide StorageCraft Technical Support Services 2014 StorageCraft Technology Corporation. All Rights Reserved. This brochure is for informational purposes only. STORAGECRAFT

More information

Hillstone Customer Service Overview

Hillstone Customer Service Overview Hillstone Customer Service Overview www.hillstonenet.com TWNO: SW-KB-UNI-EN-V1.7-Y15M11 Service and Support Hillstone Customer Service Overview The Hillstone Service and Support is designed to help our

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

Customer Support Policy

Customer Support Policy Customer Support Policy This Customer Support Policy ( Policy ) describes the Support that Invenias provides to Customers that have paid all applicable fees and that are using Licensed Software in a Supported

More information

Product Support Centre Policy and Procedures

Product Support Centre Policy and Procedures Wizard Systems UK Product Support Centre Policy and Procedures Wizard Systems UK Unit 7 Badminton Court Station Road Yate United Kingdom BS37 5HZ WIZARD SYSTEMS PRODUCT SUPPORT... 3 Objectives... 3 HOW

More information

Publish Date: 19/06/14 Version: 1.2. Internet Connectivity Service Level Agreement. Page: 1. Internet Connectivity Service Level

Publish Date: 19/06/14 Version: 1.2. Internet Connectivity Service Level Agreement. Page: 1. Internet Connectivity Service Level Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported Coverage Window 4 5. Incident and Service Request Targets 5 6. Manufacturer

More information

Professional CRM Support

Professional CRM Support Professional CRM Support Professional CRM Support Maximising the benefit from your CRM investment The CRM Business is proud to work with our clients to deliver great CRM Solutions. We understand that once

More information

Nexus Support and Maintenance Policy ( SMP )

Nexus Support and Maintenance Policy ( SMP ) Nexus Support and Maintenance Policy ( SMP ) This Policy document defining Nexus Support and Maintenance Services for Nexus Products and the rules that govern them, hereinafter referred to as the SMP,

More information

Responsible for: To provide 1 st and 2 nd line support to users of the College ICT facilities and assist with software and hardware installation.

Responsible for: To provide 1 st and 2 nd line support to users of the College ICT facilities and assist with software and hardware installation. JOB DESCRIPTION Job Details Post: ICT Helpdesk Technician Grade: Pay Scale Range Point 12-17 Responsible to: Responsible for: Key Purpose: ICT Services Manager None To provide 1 st and 2 nd line support

More information

CCIT Technical Support Policy

CCIT Technical Support Policy Executive Summary In order to ensure that your experience with CCIT is as effective and efficient as possible, CCIT outlines in this policy its technical support process, request submission mechanisms,

More information

Publish Date: 30/06/14 Version: 1.2

Publish Date: 30/06/14 Version: 1.2 Publish Date: 30/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 4 5. Hardware RMA Process 4 6. Supported Coverage

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

Helpdesk Incident & Request Management Procedure For

Helpdesk Incident & Request Management Procedure For IT HELPDESK PROCEDURE Helpdesk Incident & Request Management Procedure For Author: Helpdesk Owner: IT Head Organisation: Karvy Stock Broking Ltd. Document No: CIT ITHP 01 Version No: 1.1 Release Date:

More information

UCOP DESKTOP and SERVER SUPPORT SERVICE LEVEL AGREEMENT (SLA)

UCOP DESKTOP and SERVER SUPPORT SERVICE LEVEL AGREEMENT (SLA) UCOP DESKTOP and SERVER SUPPORT SERVICE LEVEL AGREEMENT (SLA) Information Resources and Communications University of California Office of the President June 22, 2010 Desktop and Server Support Agreement

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

RIM TECHNICAL SUPPORT

RIM TECHNICAL SUPPORT RIM TECHNICAL SUPPORT Service Level Agreement September 2015 PAREXEL INTERNATIONAL / + 1 781 487 9900 / WWW.PAREXEL.COM 2014 PAREXEL INTERNATIONAL CORPORATION. ALL RIGHTS RESERVED. Maintenance A subscription

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

For more information, please visit the IST Service Catalog at http://ist.berkeley.edu/services/is/calweb-iis

For more information, please visit the IST Service Catalog at http://ist.berkeley.edu/services/is/calweb-iis 1 General Overview This is a Service Level Agreement ( SLA ) between and the Enterprise Windows Team to document: The technology services the Enterprise Windows Team provides to the customer The targets

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 Level Agreement and Management By: Harris Kern s Enterprise Computing Institute

Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute Service Level Management Service Level Management deals with how user service requirements are understood and managed.

More information

Data Center & Helpdesk Services Documentation

Data Center & Helpdesk Services Documentation Data Center and Helpdesk Services Service Levels of Understanding Last updated 03/26/2008 LH DCHS SERVICE LEVELS OF UNDERSTANDING Purpose Data Center and Helpdesk Services (DCHS) provide Service Levels

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

Customer Support Handbook

Customer Support Handbook Customer Support Handbook Revision: v3.2 08/12/2014 Prepared by: Grant Payne Contents 1.0 Objective 2.0 Purpose of this Document 3.0 Customer Support Definition 4.0 Support Request / Incident Reporting

More information