This document outlines the terms and conditions, service descriptions, and service levels for Node4's Digital Support Services. It should be read in conjunction with the associated Order Form, Node4’s General Terms and Conditions, and the Acceptable Use Policy. Node4 provides Support Services as detailed in the Order Form, including incident resolution and support for the Client Solution.
The document defines key terms such as Client Solution, Client Service Desk, Consultant Response, Enhancement, Go-live Date, and Incident. It also details client responsibilities, including cooperation with Node4, providing timely and accurate information, and ensuring the health and safety of Node4 personnel on-site. The document specifies fees, invoicing, payment terms, and outlines the provision of support services, including support levels and response times based on incident priority.
The document also details service exclusions and conditions under which support may not be provided, such as unauthorized modifications to the Client Solution or issues caused by third-party software. It also states that there are no service levels or service credits associated with the Digital Support Service.
