Support Time – a time-based unit purchased by the Customer or given by the Supplier, to be used against the Service provided by the Supplier under the agreement of this Support Services Agreement.īackground Intellectual Property Rights – the Intellectual Property Rights owned by or licenced to a party prior to the commencement of the Contract Period.Ĭonsultant – any suitably qualified engineer or consultant provided by Strategy 365 Limited for the performance of the Services. On-Site – the business premises of the Customer.
#Office 365 support sla software
Publisher – the supplier of any software application, including Microsoft.Ĭall – an email message, case logged via the online portal or telephone call from the Customer notifying the Supplier of an Issue. Resolution Time – the time interval between the Supplier first starting to resolve the Issue, whether remotely or at the Site address, and the final resolution of the Issue.Ĭustomer – the Customer as named in this Agreement. This does not include outside normal business hours. Response Time – the time interval between the first report by the Customer of an Issue and the first intervention by the Supplier’s Support Staff. Request – Any requisition of new features that do not constitute failure, malfunction, or abnormal performance of products and applications as identified in Appendix A, reported by the Customer to the Supplier. Issue – Any failure, malfunction, or abnormal performance of products and applications as identified in Appendix A reported by the Customer to the Supplier.
Strategy 365 Limited, a company registered in England & Wales under company number 10480400 whose registered office is at 10 Brittain Road, Cheddleton, Leek, Staffordshire, ST13 7EH (“the Supplier”) and.This Agreement sets forth the terms and conditions under which Strategy 365 Limited shall provide Office 365 related Support Services.Īgreements are for a minimum term of 12 months (“the Minimum Term” as defined below) and is made between: Last updated – January, 2021 (v21.01-01) Office 365 Support Services Agreement Terms & Conditions For more information on the service this agreement refers to, please visit our Office 365 Support page.
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