Premium Support. In the event Licensee purchases Micro Focus’ optional Premium Support offering, such services shall be additionally governed by the terms and conditions set forth in the then-current Premium Support program guide published on xxxx://xxxxxxx.xxxxxxxxxx.xxx/support/premium.
Premium Support. If Customer purchases Tanium Premium Support (“TPS”), Tanium will provide an expanded support offering over the duration of the TPS Support Term that, in addition to Tanium's standard Support Services, includes:
Premium Support. Premium Support is a paid support offering intended for organizations requiring faster response times, expanded contact-hours, and heightened issue priority. Premium Support includes all features of Standard Maintenance, plus the following: • Calls and tickets are routed to IPRO technical experts, who have deep product knowledge across IPRO product offerings. • Support hours are broadened, and response time is shortened. • After-hours coverage is expanded to include 'High' priority issues (as defined in Section 1.2). To purchase Premium Support, contact IPRO Sales or your Customer Success Manager. Standard Premium Cost Included 15% of Contract (minimum $15,000 per year) Business Hours 9 AM - 5 PM (ET) Mon-Fri 8 AM - 12 AM (ET) Mon-Fri After-Hours Critical Issues Only Critical and High Issues Only Support Team Technical Support Engineers Pre-Qualified Technical Support Engineers Calls and Tickets Standard Prioritization Elevated priority (using a unique PIN) Installs, Upgrades, & Patches Included Included with Priority Initial Response Time (IRT) Critical (P1) 1 hour 1 hour High - (P2) 4 hours 2 hours Medium (P3) 1 business day 4 hours Low / Inquiry (P4) 1 business day 14 hours 1.5 Additional Terms IPRO will provide the Maintenance services described in this Agreement if (i) Customer has paid all fees for such services; (ii) the issue has not been fixed in a subsequent release; (iii) Customer has not made any modifications to the Solution or Services; and (iv) Customer is not in breach of this Agreement or any other agreement between Customer and IPRO. Customer will have at least two representatives certified in the IPRO Solution where an enterprise product has been deployed on-premise. Once the Solution has been released to Customer, IPRO will provide Customer’s designated representative(s) with administrative access to the Solution to enable Customer to manage its data and users’ access to the Solution or Services.
Premium Support. Telephone, e-mail and web-based support provided by HyperSpace to End User pursuant to the HyperSpace Official Support Guide and Service Level Agreement and Section 2.2 of Part III of this Agreement, which support shall be available at all times on a continuous basis.
Premium Support. Twenty-four-hour-a-day, seven-day-a-week Premium Support is available for OSI Software at an extra charge as shown in the Price List. If Licensee purchases this option, the following additional Support will be provided for resolution of Priority 1 Defects:
Premium Support. Company agrees to provide the following support and maintenance services to Microsoft for the period described in Section 2.6 of this Agreement. ----------------------------------------------------------------------------------------------- Deliverable Premium Level Support Specifications ----------------------------------------------------------------------------------------------- Technical Expertise Senior Resources ----------------------------------------------------------------------------------------------- Response (call back) . 15 minute call back for Severity 1 and 2 calls (as defined below) . 60 minute call back for Severity 3 and 4 (as defined below) ----------------------------------------------------------------------------------------------- Time to begin problem resolution . 60 minutes for Severity 1 and 2 (as defined below) . 1 business day for Severity 3 and 4 (as defined below) ----------------------------------------------------------------------------------------------- Availability 24 x 7 by telephone or, for Severity 1 and 2, as defined below, beeper ----------------------------------------------------------------------------------------------- Queue Priority for Call Back Highest ----------------------------------------------------------------------------------------------- Knowledge of Customer Known environment, applications and business sensitivities Environment ----------------------------------------------------------------------------------------------- Fault Management Reporting Problem report within 24 hours of problem resolution for Severity 1 and 2 calls (as defined below) ----------------------------------------------------------------------------------------------- Service Activity Review Hardware/Software monthly review ----------------------------------------------------------------------------------------------- Account Management Escalation/coordination of resources ----------------------------------------------------------------------------------------------- Product Engineering Elevations Priority by problem severity ----------------------------------------------------------------------------------------------- Proactive Support: . Proactive Patch Reporting . Notification of known problems and fixes . Monthly call review . O/S upgrade impact planning -----------------------------------------------------------------------------------------------
Premium Support. If purchased, Premium Support is provided by telephone, email, and the Netskope support portal twenty-four (24) hours per day, seven (7) days per week (including holidays).
Premium Support. A Premium Support agreement is entered for a period of twelve (12) months from Delivery Date and is independent of the current Major Release. Technical support will be executed during normal business hours, Central European time (CET). If Licensee purchase Premium Support from Highsoft, Highsoft shall provide the following during the term of Premium Support: i. Ten (10) hours of personalized technical support per Developer,
Premium Support. Premium support is available 24 hours per day, 7 days a week, 365 days a year and can be purchased by Customer pursuant to an Order.
Premium Support. In consideration of Authorized User’s payment of the applicable premium support fees, Trend Micro agrees to provide Authorized User with the applicable services set forth in Attachment A (“Premium Support Services”) of this Agreement. In addition to product registration information, Trend Micro must process and store certain information about a Authorized User’s network and equipment to provide Maintenance and related support services. When premium support is ordered, Authorized User will pay an Authorized Reseller the applicable annual Premium Support fees within thirty (30) days after receiving an invoice. Fees for all subsequent one (1) year renewal terms shall be due on or before the anniversary of the start date of the Service and will be paid within thirty (30) days after receiving an invoice. Any other sums payable by the Authorized User are due within thirty (30) days of receipt of an Authorized Resellers invoice. Trend Micro reserves the right to modify the annual fees for Premium Support Services due during the Agreement.
