RIM TECHNICAL SUPPORT

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "RIM TECHNICAL SUPPORT"

Transcription

1 RIM TECHNICAL SUPPORT Service Level Agreement September 2015 PAREXEL INTERNATIONAL / / PAREXEL INTERNATIONAL CORPORATION. ALL RIGHTS RESERVED.

2 Maintenance A subscription to Maintenance will entitle the Client to the most current released software version, subsequent version updates to the software and technical support for licensed software. Support Service Overview Support is delivered by PAREXEL Company via regional support for the EU, US and Japan. PAREXEL also provides customers with access to a Web based support facility, available 24x7 (with the exclusion of maintenance periods; prior notification of scheduled downtime will be given), offering customers a knowledge database of known issues to search for common problems, with the ability to check the status of their existing support calls and to log new issues. Telephone access to the Support Center is through a support number associated with customer s local time zone. Customers contact support through a UK support telephone number for Europe, Middle East and North Africa, through a US support telephone number for US, Canada, South and Central America, and through a Japanese support telephone number for Japan and the Asia Pacific basin. The customer will contact PAREXEL through the PAREXEL Support Center, via telephone, or the Web. Upon receipt of the issue raised by the customer, the PAREXEL Support Center will as part of their function: Log the issue into the CRM system with dispatch date and allocate a case number. Acknowledge receipt of the issue, confirm severity level, and allocate an analyst to handle the case Investigate the problem, maintain regular contact with the customer and provide updates on progress of their problem. As required, request assistance from PAREXEL Engineering resources to provide a resolution or acceptable workaround to the problem. Confirm problem closure with the customer. Standard Support PAREXEL provides standard maintenance support for the current version of licensed software products. In addition, PAREXEL provides support for the previous two supported minor versions for non-validation products, for a period of no more than 3 years from the date of release. There is an acknowledgement time of 2 hours for calls logged within Local Standard Service Hours. When calls are logged outside of these service hours, response times will commence from the start of the following business day. 2

3 . Contact Information Local Telephone Numbers: European Support number US Support number Japanese Support number Standard Technical Support Availability Service description Availability Local Standard Service Hours 09:00-17:00 UK Time Remarks Telephone and Support Mon - Fri Local Public UK, US & Japan holidays excluded 09:00 17:00 US Local Time 09:00 17:00 Requests for support outside these times will be acknowledged by 11:00 AM local time on the next working day. Web Support 7 days per week (Excluding maintenance periods) Japan Time Available 24 hours per day. New calls are responded to during local office hours as phone and support above. A secure on-line customer login facility provides new call logging and detailed up to date existing call information, access to the Knowledge Database for Support Solutions on PAREXEL products. 3

4 Customers must utilize the local time zone for standard technical support (i.e. U.S. customers must use U.S contact numbers within the allocated hours for technical support). Severity Levels and Response Times Severity is measured from Priority 1 to Priority 4, with P1 being the most critical level. Severity levels are allocated by PAREXEL Technical Support, for each incident, as part of the initial contact. Severity levels may be downgraded as solution/work-around are developed that reduce the impact of the issue or when the customer is unresponsive to attempts for case resolution by PAREXEL Technical Support. Responses to all issues are managed through the same Technical Support process. Based upon severity level, issue resolution attempts are prioritized and faster response times, along with higher levels of management oversight are allocated to higher priority issues. A response will be provided on a regular basis by the Technical Support Analyst who may request that further troubleshooting activities are undertaken. The Technical Support Analyst will advise of progress made in identifying the cause and potential resolution of the problem. For any support requests submitted to PAREXEL in accordance with the provisions of this Agreement, PAREXEL will use commercially reasonable efforts to respond to such problems in accordance with the following response times: Severity Level / Response Time Table Severity Level P1 P2 Response 4 Business Hours 1 Business Day Description Complete production system failure. Critical situation where customer s business is unable to continue and no work around is available. Demonstration of severe financial impact to the business is required. A problem that substantially restricts functional operations of the Software for which there is no alternative solution or work-around and affects many users and a resolution/fix is required in a specific time frame. Customer must demonstrate that failure to address the problem within two days will impact a customer deadline. P3 3 Business Days P4 5 Business Days A problem that does not substantially restrict the operations of the Software or other error for which there is an alternative solution or work-around. No immediate resolution is required and the issue may be resolved with a scheduled release. PAREXEL Escalation Process The PAREXEL escalation process is designed to achieve the following goals: Rapid problem resolution times. Management focus to apply the most effective resource to achieve problem resolution. High level of customer communications. 4

5 Escalation Steps Each subsequent step in the escalation process involves additional management focus and PAREXEL resources to resolve the reported problem. Escalation steps are triggered according to the severity of a problem in accordance with the table below. Escalation Process Timeframes Table Description P1 P2 P3 P4 Support Analyst Immediate Immediate 5 Business Days 10 Business Days escalates to Local Technical Support Manager Local Technical Immediate Immediate 10 Business Days Manager Discretion Support Manager escalates to Director Technical Support Director Technical Support escalates to appropriate VP Immediate 1 Business Day Director Discretion Director Discretion Customer Named Contacts The customer is required to nominate a minimum of 2 and maximum of 4 primary contacts. One Systems Administrator and one Business User are required and must have received training on PAREXEL products. These contacts have the following responsibilities as part of their function: Report incidents to PAREXEL Technical Support, via telephone, or the Web Technical ability to provide required investigative material to PAREXEL Support Center, as requested Articulate priorities for incidents, based upon the impact to their business Request escalations and co-ordinate communications within the customer environment. 5

6 Not Included with Standard Support Software/Hardware upgrade assistance Client environment configuration changes Software/Hardware performance analysis Prohibited under Standard Support Change, replacement or maintenance of hardware Modifications to the Software Failure to apply an update provided by PAREXEL or failure to follow PAREXEL s reasonable instructions Failure or delay in accessing the customer site to help provide a resolution Use other than in accordance with the software documentation. Correcting issues which may arise from direct client XML override modifications. On-Demand Support On-Demand Support is the highest level of support available providing support during critical times of project or submission periods (technical or regulatory). This service is only available when prebooked and is chargeable in addition to Standard Support. This service is most widely used by customers who are implementing new systems, upgrading software on critical production systems, completing critical submissions, or delivering new services. PAREXEL will customize the On-Demand Support needed on a case by case basis. Services may include dedicated support, nominated contacts, extended hours support and/or facilitated regular meetings to review support activity. On-Demand Support details should be discussed with your account manager. Revised 11/19/2014 6

CHRISTIE ONSITE AGREEMENT

CHRISTIE ONSITE AGREEMENT CHRISTIE ONSITE AGREEMENT EFFECTIVE FEBRUARY 1 ST, 2013 www.christieemea.com Christie ONSITE Agreement is a bespoke onsite call to repair service providing Customers access to a team of Christie engineers

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

Technical Support Services Guide

Technical Support Services Guide Intelligent HPC Workload Management Technical Support Services Guide A guide to the technical support services available to current Adaptive Computing customers to extend the value of your software investment

More information

Technical Support SLA and Escalation Matrix

Technical Support SLA and Escalation Matrix Technical Support SLA and Escalation Matrix We, at Cyberoam value our customers and their needs. Although we are continuously trying to make our product as the best UTM appliance, at times there are some

More information

Technical Support User Guide

Technical Support User Guide Technical Support User Guide 2015 Websense, Inc. Page 1 BRAVE THE NEW WORLD. 2015 Websense, Inc. All rights reserved. Websense, the Websense logo, TRITON and ThreatSeeker are registered trademarks of Websense,

More information

IAR Support and Update Service

IAR Support and Update Service IAR Support and Update Service www.iar.com Professional developers deserve both professional tools and professional support IAR Support and Update Service 1 Introduction 3 IAR Systems technical support

More information

QVIDIAN PROPOSAL AUTOMATION AND CONTENT LIBRARY PRODUCTS SCHEDULE B CUSTOMER SUPPORT SERVICE

QVIDIAN PROPOSAL AUTOMATION AND CONTENT LIBRARY PRODUCTS SCHEDULE B CUSTOMER SUPPORT SERVICE QVIDIAN PROPOSAL AUTOMATION AND CONTENT LIBRARY PRODUCTS SCHEDULE B CUSTOMER SUPPORT SERVICE 1.0 CUSTOMER SUPPORT SERVICE 1.1 While in effect by a fully paid license fee for the Customer s named user licenses

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

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

Managed Services Policies and Procedures. Guidelines for interacting with MicroStrategy Managed Services

Managed Services Policies and Procedures. Guidelines for interacting with MicroStrategy Managed Services Managed Services Policies and Procedures Guidelines for interacting with MicroStrategy Managed Services 1 MANAGED SERVICES POLICIES AND PROCEDURES... 3 2 ENGAGING MANGAGED SERVICES RESOURCES... 3 2.1 MANAGED

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

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

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

Technical Support Services Guide

Technical Support Services Guide Agile Automated Adaptive Technical Support Services Guide 2011 A guide to the technical support services available to current Adaptive Computing customers to extend the value of your software investment

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

IT Help Desk Call Priorities

IT Help Desk Call Priorities Author Zachary Nashed Document Name Call Priorities Version Control IT Help Desk Priorities_1.01 03/07/08 -Updated IT Help Desk Priorities_1.02 05/08/09-Updated IT Help Desk Priorities_1.03 24//08/09-Updated

More information

Sure Managed Networks Essential Level Support Service Terms & Conditions

Sure Managed Networks Essential Level Support Service Terms & Conditions Essential Level Support Service Description Sure s Support Service combines traditional maintenance and technical support services to support your Customer Premises Equipment. It enables enhanced service

More information

means the charges applied by Ancar B Technologies Limited which recur annually;

means the charges applied by Ancar B Technologies Limited which recur annually; This Service Schedule is supplemental to the Master Service Agreement Net-L1-3. CONTENTS Schedule 1 - DEFINITIONS... 1 Schedule 2 - MANAGED INTERNET ACCESS SERVICE PRODUCT INFORMATION... 3 1 MANAGED INTERNET

More information

Maintenance Program Guide

Maintenance Program Guide Maintenance Program Guide www.tibco.com http://spotfire.tibco.com/ www.datasynapse.com Global Headquarters 3303 Hillview Avenue Palo Alto, CA 94304 Tel: +1 650-846-1000 Toll Free: 1 800-420-8450 Fax: +1

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

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

A s c e r t i a S u p p o r t S e r v i c e s G u i d e

A s c e r t i a S u p p o r t S e r v i c e s G u i d e A s c e r t i a S u p p o r t S e r v i c e s G u i d e A S C E R T I A LTD J A N U A R Y 2 0 1 4 D O C U M E N T V E R S I O N - 4.0. 1. 0 Copyright Ascertia Ltd, 2014 Commercial-in-Confidence 1 Ascertia

More information

AVEVA Standard Support Service Policy for the AVEVA Product Suite

AVEVA Standard Support Service Policy for the AVEVA Product Suite AVEVA Standard Support Service Policy for the AVEVA Product Suite Issue 4 December 2012 Page 1 of 13 CONTENTS 1 Introduction... 3 1.1 Purpose... 3 1.2 Scope... 3 1.3 Terminology... 4 2 Service Scope...

More information

Service Level Agreement

Service Level Agreement Customer Support Service Level Agreement Document version 2.2 May 27, 2015 By comforte 21 GmbH www.comforte.com This document was produced by: comforte 21 GmbH Steubenstr. 5 65189 Wiesbaden Germany Copyright

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

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

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

This Service Level Agreement applies to the Services as defined in the Service Supply Agreement.

This Service Level Agreement applies to the Services as defined in the Service Supply Agreement. Service Level Agreement This Service Level Agreement applies to the Services as defined in the Service Supply Agreement. DEFINITIONS Billing Period One calendar month, commencing from the Commencement

More information

Winshuttle, LLC Technical Support and Maintenance Program

Winshuttle, LLC Technical Support and Maintenance Program Winshuttle, LLC Technical Support and Maintenance Program Overview The Winshuttle Technical Support and Maintenance Program ( Support Program ) is the comprehensive technical support and maintenance service

More information

ONE Mail Service Availability and Support

ONE Mail Service Availability and Support ONE Mail Service Availability and Support Document Version: 0.01 Document ID: 4038 Copyright Notice Copyright 2015 ehealth Ontario All rights reserved No part of this document may be reproduced in any

More information

Mindjet Software Assurance and Support

Mindjet Software Assurance and Support Mindjet Corporation Toll Free: 877-MINDJET 1160 Battery Street East San Francisco CA 94111 USA Phone: 415-229-4200 Fax: 415-229-4201 www.mindjet.com 2011 Mindjet Contents Introduction... 3 Mindjet Software

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

Control Module, Inc. Software Support Plans

Control Module, Inc. Software Support Plans Control Module, Inc. Software Support Plans In addition to the resources of the Control Module, Inc. support Web site, the company offers annual support plans to meet your support needs. Each support plan

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

ACDI s Professional Support Services

ACDI s Professional Support Services ACDI s Professional Support Services 01. Customer Engagement It s what sets us apart. Customer calls or emails ACDI with a support request between the hours of 8am and 6pm CST. Monday through Friday. At

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

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 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

Global Support Services

Global Support Services Global Support Services Supporting your investment in Sophos Technical Support has the highest priority within Sophos. Our comprehensive support service delivers the full range of benefits you would expect

More information

APM Support Services Guide

APM Support Services Guide COMPUWARE APM APM Support Services Guide December 2013 COMPUWARE APM SUPPORT SERVICES GUIDE When you partner with Compuware, you get the education, advice and direct support you need to maximize the benefits

More information

Student Computer Labs Pharos Print Service

Student Computer Labs Pharos Print Service 1 General Overview This is a Service Level Agreement ( SLA ) between and the Student Computer Labs to document: The technology services Student Computer Labs provides to the customer The targets for response

More information

Wave Consulting Support Desk User Guide

Wave Consulting Support Desk User Guide Support Desk User Guide Wave Consulting Support Desk User Guide Date: Wave Consulting Limited 1 st Floor 723-725 Green Lanes Winchmore Hill London N21 3RX Support Desk & Switchboard: 020 7043 9357 Wave

More information

Magento Technical Support Guide

Magento Technical Support Guide Magento Technical Support Guide April 2012 Thank you for using Magento products and services. Technical support is a vital part of the total Magento customer experience. We want you to get the most from

More information

PROIV On Premise Support Services

PROIV On Premise Support Services SOFTWARE SERVICES PROIV On Premise Support Services www.ngahr.com TABLE OF CONTENTS DOCUMENT CONTROL... 1 INTRODUCTION... 2 V8 SUPPORT SERVICES... 3 SUPPORT SERVICE EXCLUSIONS... 6 LEGACY (PRE VERSION

More information

Customer Service Agreement. Switch Communications

Customer Service Agreement. Switch Communications Customer Service Agreement Switch Communications Customer Service Agreement Page 1 of 20 Printed: 24/06/2014 Contents 1 Version Control 2 Document Overview 3 Definitions 4 Switch Communications Contact

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

MASTER SERVICE LEVEL AGREEMENT (MSLA)

MASTER SERVICE LEVEL AGREEMENT (MSLA) MASTER SERVICE LEVEL AGREEMENT (MSLA) Charles Darwin University Document Owner Service Level Manager Zubair NAQVI Zubair NAQVI Version Date Revision/Description Author 1.00 16 February 2010 Creation Zubair

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

Support Request Ticketing System User Guide

Support Request Ticketing System User Guide Support Request Ticketing System User Guide Prepared by: Last Updated Document Ref: Document Version: Rapid4Cloud March 2016 Support Request Ticketing System User Guide 1.1 Copyright 2016, Rapid4Cloud

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

SERVICE LEVELS GUIDE

SERVICE LEVELS GUIDE SERVICE LEVELS GUIDE Contents 1 Maintenance/Support Service Levels... 3 1.1 TIBCO Maintenance Service Levels... 3 1.2 TIBCO DirectConnect SM Maintenance Level Options... 4 1.3 TIBCO Spotfire Maintenance

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

S1200 Technical Support Service Overview

S1200 Technical Support Service Overview S1200 Technical Support Service Overview Nic Chalk March 2015 V1.13 The information contained herein is believed to be accurate at the time of publication, but updates may be posted periodically and without

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

COUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD

COUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD SCHEDULE 2D SERVICE DESK SERVICES SOW for COUNTY OF ORANGE, CA Date TBD Schedule 2D Service Desk Services SOW Table of Contents 1.0 Service Desk Services Overview and Service Objectives... 1 1.1 Service

More information

Your IT Helpdesk and On-Site and Remote Support Terms and Conditions. Document Revision 1 Sept 09

Your IT Helpdesk and On-Site and Remote Support Terms and Conditions. Document Revision 1 Sept 09 Your IT Helpdesk and On-Site and Remote Support Terms and Conditions These terms and conditions are in addition to our standard Terms of Business (available at http://www.tripod-it.co.uk) Our company details

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

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

Tripwire Support Policies Technical Support and Tripwire Customer Center

Tripwire Support Policies Technical Support and Tripwire Customer Center Tripwire Support Policies Technical Support and Tripwire Customer Center Tripwire provides global support services to customers using our North America, European and Japan support teams during our customer

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

PROIV On Premise Support Services

PROIV On Premise Support Services SOFTWARE SERVICES PROIV On Premise Support Services www.ngahr.com TABLE OF CONTENTS DOCUMENT CONTROL... 1 INTRODUCTION... 2 V8 SUPPORT SERVICES... 3 LEGACY (PRE VERSION 8.0) SUPPORT SERVICES... 7 SERVICE

More information

Navajo Nation Department of Information Technology (NNDIT) Helpdesk Policy P100

Navajo Nation Department of Information Technology (NNDIT) Helpdesk Policy P100 Navajo Nation Department of Information Technology (NNDIT) Helpdesk Policy P100 HelpDesk Problem & Request Management Process The following discussion of Problem Management procedures is intended to provide

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

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

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

RJmetis Support Pack

RJmetis Support Pack RJmetis Support Pack Contents Page Contents 2 1.0 RJmetis Support Guidelines & Price List 3 1.1 Introduction 3 1.2 RJmetis Support Levels Comparison 3 1.3 Definition of Support Features 4 1.3.1 Software

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

CAMMS ONLINE SUPPORT PORTAL USER MANUAL

CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS ONLINE SUPPORT PORTAL USER MANUAL September 2014 PREPARED BY CAM Management Solutions Level 17, 45 Grenfell St, Adelaide SA 5000 Telephone: 08 8212 5787 Facsimile: 08-8212-5288 www.cammanagementsolutions.com

More information

TVision Support Service Guidelines

TVision Support Service Guidelines TVision Support Service Guidelines TVision Technology Ltd 1 st Floor Premier House 15-19 Church Street West Woking Surrey GU21 6DJ MainTel: + 44 (0) 1483 751888 Support Tel: + 44 (0) 1483 713480 Fax: +

More information

Accruent Customer Support Policy

Accruent Customer Support Policy Accruent Customer Support Policy» Policies & Procedures Governing Accruent Maintenance & Support Offerings June 2014 Accruent, LLC 10801-2 N. MoPac Expressway, Suite 400, Austin, TX 78759 www.accruent.com

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

Tools & Resources. A Guide to the Credit Management Service. How to get the most out of your Invoice Finance service

Tools & Resources. A Guide to the Credit Management Service. How to get the most out of your Invoice Finance service Tools & Resources A Guide to the Credit Management Service How to get the most out of your Invoice Finance service 2 Introduction This guide is designed to help you understand the actions you should take

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

Beam Software User Policies

Beam Software User Policies Beam Software User Policies Table of Contents Technical Support... 1 What Do I Do When I Have a Question or Encounter a Problem?... 2 Incoming Telephone Calls for Critical Issues and Down Systems... 2

More information

Polycom Global Services

Polycom Global Services SUPPORT SERVICES OVERVIEW Polycom Global Services Support Services Polycom Global Services wants to help you select the best support option for your needs. We understand your decision will be based on

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

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

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

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

Capita SIMS Partner Development Support Charter

Capita SIMS Partner Development Support Charter Capita SIMS Partner Development Support Charter 2013 Last updated 17/10/2013 Support Charter Customer Charter Introduction As an MIS provider, we are very much aware of the need to offer both efficiency

More information

Microsoft Dynamics Cloud Services Support Benefits. Quick Start Guide

Microsoft Dynamics Cloud Services Support Benefits. Quick Start Guide Microsoft Dynamics Cloud Services Support Benefits Quick Start Guide Welcome to your Microsoft Dynamics Cloud Services Support Plan Quick Start Guide. Use this guide as a quick reference to maximize the

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

FortiCompanion to Technical Support

FortiCompanion to Technical Support FortiCompanion to Technical Support Consistent service and the reliability of your security infrastructure are critical to the business success of your organization. To address these requirements the FortiCare

More information

Customer Support Guide Book

Customer Support Guide Book Customer Support Guide Book Welcome To Customer Support Rapid7 Support Phone: 1-866-390-8113 Email: support@rapid7.com http://support.rapid7.com Table of Contents RAPID7 CUSTOMER SUPPORT GUIDEBOOK... 3

More information

The remedies set forth in this SLA are your sole and exclusive remedies for any failure of the service.

The remedies set forth in this SLA are your sole and exclusive remedies for any failure of the service. (SLA) The remedies set forth in this SLA are your sole and exclusive remedies for any failure of the service. Network Internal Network The internal network includes cables, switches, routers, and firewalls

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

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

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

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

HP Support Plus and Support Plus 24 - U.S.

HP Support Plus and Support Plus 24 - U.S. HP Support Plus and Support Plus 24 - U.S. HP Care Pack Services Technical data HP Support Plus Service is composed of comprehensive hardware and software services that enable you to increase the availability

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

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

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

User s Guide. Support Services. Ver. 1.1

User s Guide. Support Services. Ver. 1.1 User s Guide Support Services Ver. 1.1 May 2011 Table of Contents 1 Support Services Description... 3 Product Warranty... 3 Premium Support... 3 2 Support Resources... 4 Self-Help Support... 4 Direct Support...

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

Compuware Customer Support

Compuware Customer Support Compuware Customer Support Mainframe Vantage Uniface Compuware Customer Support Services: Mainframe Vantage Uniface 1 Compuware Customer Support Mainframe Vantage Uniface Solutions Compuware is dedicated

More information

MARKETO CUSTOMER SUPPORT

MARKETO CUSTOMER SUPPORT MARKETO CUSTOMER SUPPORT Marketo s award winning Customer organization is committed to your success. All Marketo subscriptions include a level of support that provides easy access to our highly skilled

More information

Help Desk Structure Policy

Help Desk Structure Policy Chan & Naylor Australia Help Desk Structure Policy Support Resolution Process Chan & Naylor Australia Head Office Suite 4, 55 Grandview St PYMBLE NSW 2073 P. 02 9391 5000 F. 02 9391 5050 Distribution Establishment

More information

Lifecycle Services for Syncade Logistics

Lifecycle Services for Syncade Logistics Service Data Sheet Lifecycle Services for Syncade Logistics Offering the Right Service at the Right Time to Help You Operate Safely, Optimize Asset Reliability and Improve Process Capabilities. Introduction

More information