2 failures caused by components out of the responsibility of the company X-GmbH – misuse of the software by the customer in rounded minutes. The downtime (AZ) is the hours during which the offer is not available due to disruptions due to X-GmbH in rounded minutes. The maximum monthly availability (Vmax) is: x days multiplied by x hours, less the deduction time. The parties agree on a minimum availability (Vmin) of 99.x % calculated according to the formula: (Vmax AZ) x 100: Vmax IV Assistance The support hotline is available to customers at least from Monday from 09:00-20:00 hours (except federal holidays). V. Maintenance X-GmbH provides contract maintenance services on hardware components, software and networks preferably between 3am and 7am. VI. Dysfunction management disruptions are recorded and treated as follows. Step Description 1. Message The message by the client administrator is made by specifying the most complete information possible, in particular: defect specification, in particular the timing of the outage, the application environment and the situation, the frequency of the problem, the error messages, the type and version of the Internet browser used, the user ID, the priority level. 2. Registration anomalies are recorded centrally and receive an identification number. 3.

Set priority The priority of disruption becomes community / 3 The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer (s) by the Service Provider (s). 1. Installation BES 10 Server Migration Path to BES 10 (1) 0 Download BES 10 Server (the server license is free and without life): de.blackberry.com/business/software/bes-10.html? LID:bb:business:productsservices:bes-10-LPOS de:bb:business The activities that fall on the service provider that is relevant to the operational requirements of the service. Coverage parameters specifics to the service (s) covered in this Agreement are as follows: Include the pricing models for each service type with detailed specifications. This is a Service Level Agreement (SLA) between [Customer] and [Service Provider]. This document identifies the services required and the expected level of services between MM/DD/YYYY to MM/DD/YYYY.

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