The services and commitments contained in this Exhibit shall be known as the “Service Levels.” The parties agree to revisit the Service Levels contained herein during each quarter of the Term, to determine whether and in what manner the Service Levels can be enhanced and improved. Any changes to the Service Levels shall be agreed to in writing by the parties and then added to the Agreement.
Archive will provide support for the Archive System for problems that Customer has or experiences with the Archive System (“Support”). Support is provided for any problem which is verifiable and reproducible as a failure of the Archive System to conform to applicable documentation for the Archive System and the requirements of this Agreement.
2. SUPPORT AVAILABILITY
- Email support hours: Monitored 9:00 A.M. to 5:00 P.M. EST Monday – Friday
- Emails received outside of support hours will be accepted and logged, however no action can be guaranteed until the next business day