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ServicePlus Support Services Agreement Avoce+-Fe <br />Contents <br />ServicePlus Vendor Services Agreement.............................................................................................. <br />ScheduleA Services: .............................................................................................................................. <br />ii <br />1 Terms of Contract................................................................................................................................. <br />ii <br />1.1 Vendor's Obligations..................................................................................................................... <br />ii <br />1.2 Client's Obligations...................................................................................................................... <br />iii <br />1.3 Contract Price and Payment Terms............................................................................................. <br />iii <br />1.4 Termination.................................................................................................................................. <br />iil <br />1.5 Non-Hire....................................................................................................................................... <br />iv <br />1.6 General......................................................................................................................................... <br />iv <br />1.7 Signatures.................................................................................................................................... <br />iv <br />2 Schedule 'W' _ Basic.............................................................................................................................1 <br />2.1 ServicePlus Basic Service...............................................................................................................1 <br />2.2 Service Levels................................................................................................................................1 <br />2.3 ServicePlus Service Levels.............................................................................................................2 <br />2.4 Service Level Reporting.................................................................................................................3 <br />2.4.1 Service Level Meetings...................................................................................................3 <br />2.4.2 Service Level Report.......................................................................................................3 <br />2.5 Service Delivery.............................................................................................................................4 <br />2.6 Service Request Management......................................................................................................4 <br />2.7 Incident Management...................................................................................................................4 <br />2.8 Incident Management Process.....................................................................................................5 <br />2.9 Request Management...................................................................................................................6 <br />2.9.1 Request Management Process......................................................................................6 <br />2.10 Approach to Maintaining Service Levels.......................................................................................8 <br />2.11 Facilities and Equipment Requirements.......................................................................................8 <br />2.12 Support Team........................................................................................................I............:......I...8 <br />2.13 Additional Services......................................................................................................................10 <br />AppendixA: Definitions...............................................................................................................................1 <br />