Common use of Application Support Clause in Contracts

Application Support. 6.1.1 Application support is available to the ‘Client’ as part of this agreement. This means the ‘Client’ may send the ‘service provider’ requests for help and clarifications about the normal usage of the ‘software’. The ‘service provider’ then responds by phone, instant messaging or email within 24 hours of receipt of the request for support. 6.1.2 Application support also includes support for the following: • Response to fix an issue related to the ‘application software’ like a specific bug or unexpected behaviour; • Response to let the Client know if a particular feature exists in the ‘application software’ and indication to the Client where to look for the best place for this in the documentation provided with the ‘application software’ (i.e., guides, manuals, online training videos,…) • Further examples of non-bug-related issues that are covered: error messages, repeated fails on sending, software not responding, strange screens, extreme slow sending,… 6.1.3 This support does not include performing any tasks that the ‘Client’ would otherwise perform himself using the ‘application software’. These exclusions cover accessing the Client’s hosting server and performing any installation or configuration work with the Client’s own data. If support is given via VPN it is only given to point out where to look for specific things in the application software and excludes performing any installation or configuration. If the ‘Client’ requests that the ‘application provider’ perform such work, then notice will be given in writing to him/her that this works constitutes outsourced and/or training work (and so falls outside normal ‘application support’) and will advise him/her if additional charges might apply. If the ‘Client’ acknowledges this and gives his tacit agreement to it, then a separate invoice will be issued for this work. 6.1.4 This support is unlimited in terms of the number of hours given to the ‘Client’ and is valid for 12 month from the date of this agreement. 6.1.5 Application support is available within normal working hours (8.30am - 12.00pm & 2.00pm - 6.30pm, Monday to Friday, UK time) by phone, email or VPN. The ‘service provider’ normally charges for any help outside these times separately but will communicate in writing to the Client whenever such charges apply. 6.1.6 As part of this service, the ‘service provider’ will endeavour to include the free development of small features or changes that the ‘Client’ might require. However, this part of the support service is purely discretionary in that the ‘service provider’ can decide to do this work free of charge or submit to the ‘Client’ a bespoke quotation for any such work that the ‘Client’ needs.

Application Support. 6.1.1 Application support is available to the ‘Client’ as part of this agreement. This means the ‘Client’ may send the ‘service provider’ requests for help and clarifications about the normal usage of the ‘software’. The ‘service provider’ then responds by phone, instant messaging or email within 24 hours of receipt of the request for support. 6.1.2 Application support also includes support for the following: • Response to fix an issue related to the ‘application software’ like a specific bug or unexpected behaviour; • Response to let the Client know if a particular feature exists in the ‘application software’ and indication to the Client where to look for the best place for this in the documentation provided with the ‘application software’ (i.e., guides, manuals, online training videos,…) • Further examples of non-bug-related issues that are covered: error messages, repeated fails on sending, software not responding, strange screens, extreme slow sending,… 6.1.3 This support does not include performing any tasks that the ‘Client’ would otherwise perform himself using the ‘application software’. These exclusions cover accessing the Client’s hosting server and performing any installation or configuration work with the Client’s own data. If support is given via VPN it is only given to point out where to look for specific things in the application software and excludes performing any installation or configuration. If the ‘Client’ requests that the ‘application provider’ perform such work, then notice will be given in writing to him/her that this works constitutes outsourced and/or training work (and so falls outside normal ‘application support’) and will advise him/her if additional charges might apply. If the ‘Client’ acknowledges this and gives his tacit agreement to it, then a separate invoice will be issued for this work. 6.1.4 This support is unlimited in terms of the number of hours given to the ‘Client’ and is valid for 12 month from the date of this agreement. 6.1.5 Application support is available within normal working hours (8.30am - 12.00pm & 2.00pm - – 6.30pm, Monday to Friday, UK time) by phone, email or VPN. The ‘service provider’ normally charges for any help outside these times separately but will communicate in writing to the Client whenever such charges apply. 6.1.6 As part of this service, the ‘service provider’ will endeavour to include the free development of small features or changes that the ‘Client’ might require. However, this part of the support service is purely discretionary in that the ‘service provider’ can decide to do this work free of charge or submit to the ‘Client’ a bespoke quotation for any such work that the ‘Client’ needs.