Common use of BASIC MAINTENANCE Clause in Contracts

BASIC MAINTENANCE. The Licensor shall maintain a technical support entry point in Massachusetts, identified by a dedicated phone number, fax number and e-mail address, which will be staffed by knowledgeable employees capable of providing technical assistance regarding the Licensed Software, its functionality, databases, operations, utilities and supporting documentation. Such telephone or e-mail assistance will be available to the Licensee on a daily basis during regular working hours (9:00 a.m. to 6:00 p.m. Eastern time Monday through Friday). This technical support entry point will also coordinate problem resolution and keep the Licensee apprised of efforts to remedy any problem situation until complete restoration of the service. First line of support will be the Licensee's Help Desk, who will contact and escalate problem to Licensor when necessary.