{"component": "clause", "props": {"groups": [{"snippet": "For the term of this Agreement, RCDevs shall provide e-mail support in the following manner: Queries for specific technical problems and failures are possible at any time. For this purpose, the Licensee will generally send a message indicating the exact problem description and a classification in the following priority and error levels: \u2022 Level A Error (system does not work): means an Error, which (i) renders the Software inoperative; or (ii) substantially degrades performance; or (iii) causes any major feature to be unavailable or substantially impaired; or (iv) causes a complete failure of the Software. Level A Error will prohibit the Licensee from using complete Software or its main functions. \u2022 Level B Error (system works with limited functions): means an Error, which degrades the performance of the Software or restricts the Licensee\u2019s use of the Software. Level B Error will prohibit the Licensee from using one or more of the functionalities of the Software that cannot be considered as main functionalities, or other problems having moderate impact on Software. \u2022 Level C Error (system basically working with errors/problems with specific functions): means an Error, which causes only a minor impact on the use of the Software. Level C Errors will be minor, not belonging to Level A or Level B. RCDevs ensures the following response times (via telephone or e-mail): \u2022 Level A: Response within the next working day (Monday \u2013 Friday, 9 a.m. until 5 p.m. Luxembourg local time excluding Luxembourg public holidays). RCDevs shall allocate resources to work continuously during normal office hours to solve the problem as soon as possible and provide a Fix for the Error. If the Error can be circumvented by a Workaround, this will be communicated to the Licensee, and the Error will be re-classified accordingly. \u2022 Level B: Response within the working day after next (Monday \u2013 Friday, 9 a.m. until 5 p.m. Luxembourg local time excluding Luxembourg public holidays). RCDevs shall exercise commercially reasonable efforts to provide a Fix for the Error. \u2022 Level C: Response within the next five days (Monday \u2013 Friday, 9 a.m. until 5 p.m. Luxembourg local time excluding Luxembourg public holidays). RCDevs may include the Update or Fix for the Error in the next Update or New Version of Software. Exclusively applicable is the local time at the seat of RCDevs. Exclusively applicable regarding holidays are the legal holidays at the seat of RCDevs. RCDevs may supply solutions for reported Errors either in the form of a Workaround, a Fix, an Update or a New Version of the Software, whichever is necessary.", "snippet_links": [{"key": "the-term-of-this-agreement", "type": "clause", "offset": [4, 30]}, {"key": "technical-problems", "type": "clause", "offset": [114, 132]}, {"key": "at-any-time", "type": "clause", "offset": [159, 170]}, {"key": "the-licensee-will", "type": "clause", "offset": [190, 207]}, {"key": "problem-description", "type": "clause", "offset": [254, 273]}, {"key": "level-a", "type": "definition", "offset": [341, 348]}, {"key": "substantially-impaired", "type": "definition", "offset": [538, 560]}, {"key": "failure-of-the", "type": "clause", "offset": [588, 602]}, {"key": "prohibit-the", "type": "clause", "offset": [632, 644]}, {"key": "level-b", "type": "definition", "offset": [708, 715]}, {"key": "system-works", "type": "definition", "offset": [723, 735]}, {"key": "the-performance", "type": "clause", "offset": [792, 807]}, {"key": "use-of-the-software", "type": "clause", "offset": [852, 871]}, {"key": "other-problems", "type": "clause", "offset": [1030, 1044]}, {"key": "level-c", "type": "definition", "offset": [1083, 1090]}, {"key": "working-with", "type": "definition", "offset": [1115, 1127]}, {"key": "specific-functions", "type": "clause", "offset": [1149, 1167]}, {"key": "minor-impact", "type": "clause", "offset": [1206, 1218]}, {"key": "response-times", "type": "definition", "offset": [1343, 1357]}, {"key": "via-telephone", "type": "clause", "offset": [1359, 1372]}, {"key": "working-day", "type": "definition", "offset": [1421, 1432]}, {"key": "local-time", "type": "definition", "offset": [1482, 1492]}, {"key": "public-holidays", "type": "definition", "offset": [1514, 1529]}, {"key": "normal-office-hours", "type": "clause", "offset": [1592, 1611]}, {"key": "the-problem", "type": "clause", "offset": [1621, 1632]}, {"key": "as-soon-as-possible", "type": "definition", "offset": [1633, 1652]}, {"key": "provide-a", "type": "definition", "offset": [1657, 1666]}, {"key": "the-working", "type": "clause", "offset": [1855, 1866]}, {"key": "commercially-reasonable-efforts", "type": "definition", "offset": [2003, 2034]}, {"key": "to-provide", "type": "clause", "offset": [2035, 2045]}, {"key": "five-days", "type": "definition", "offset": [2103, 2112]}, {"key": "new-version", "type": "definition", "offset": [2285, 2296]}, {"key": "holidays-are", "type": "definition", "offset": [2407, 2419]}, {"key": "legal-holidays", "type": "clause", "offset": [2424, 2438]}, {"key": "form-of", "type": "clause", "offset": [2524, 2531]}], "samples": [{"hash": "kWvkjJgy86w", "uri": "/contracts/kWvkjJgy86w#e-mail-support", "label": "Software Support and Maintenance Agreement", "score": 26.7878170013, "published": true}, {"hash": "fdq6qb5SDiK", "uri": "/contracts/fdq6qb5SDiK#e-mail-support", "label": "Software Support and Maintenance Agreement", "score": 26.4318962097, "published": true}, {"hash": "fqbPnIvXMeA", "uri": "/contracts/fqbPnIvXMeA#e-mail-support", "label": "Support and Maintenance Agreement", "score": 26.4072551727, "published": true}], "size": 5, "hash": "ba1f8b53022925b9a264ffee5bd345f1", "id": 2}, {"snippet": "E-mail support is available in response to support requests made via the online portal and is generally available 17 hours a day, 5 days a week.", "snippet_links": [{"key": "response-to-support-requests", "type": "clause", "offset": [31, 59]}, {"key": "online-portal", "type": "definition", "offset": [73, 86]}, {"key": "generally-available", "type": "definition", "offset": [94, 113]}, {"key": "a-day", "type": "definition", "offset": [123, 128]}, {"key": "a-week", "type": "definition", "offset": [137, 143]}], "samples": [{"hash": "j78Gtyydq10", "uri": "/contracts/j78Gtyydq10#e-mail-support", "label": "Subscription Services Agreement", "score": 32.3901863098, "published": true}, {"hash": "a6uoKs6rnhK", "uri": "/contracts/a6uoKs6rnhK#e-mail-support", "label": "Subscription Services Agreement", "score": 29.7869545722, "published": true}], "size": 2, "hash": "e6d591c1aca819e28015e94a81010fbe", "id": 4}, {"snippet": "(WEB). - Seller will continue to provide current e-mail system.", "snippet_links": [{"key": "seller-will", "type": "clause", "offset": [9, 20]}, {"key": "continue-to-provide", "type": "clause", "offset": [21, 40]}, {"key": "mail-system", "type": "clause", "offset": [51, 62]}], "samples": [{"hash": "5XUov19mPqX", "uri": "/contracts/5XUov19mPqX#e-mail-support", "label": "Transition Services Agreement (TBC Corp)", "score": 18.0, "published": true}], "size": 1, "hash": "2a3bba38125a3062d504795a136b003b", "id": 5}, {"snippet": "E-mail Support is available via e- mailing \u2587\u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587. No additional fees will be charged for e-mail support.", "snippet_links": [{"key": "no-additional-fees", "type": "definition", "offset": [72, 90]}, {"key": "for-e", "type": "clause", "offset": [107, 112]}], "samples": [{"hash": "1JQ1mSzejCE", "uri": "/contracts/1JQ1mSzejCE#e-mail-support", "label": "Terms of Service", "score": 26.3854179382, "published": true}], "size": 1, "hash": "f5fb698cf7d226807742b9f03253538a", "id": 6}, {"snippet": "Customers may contact LogRhythm support via email 24 hours a day, 7 days a week. Support emails may be sent to \u2587\u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587.", "snippet_links": [{"key": "a-day", "type": "definition", "offset": [59, 64]}, {"key": "a-week", "type": "definition", "offset": [73, 79]}, {"key": "may-be-sent", "type": "definition", "offset": [96, 107]}], "samples": [{"hash": "5sq7BEZfC2l", "uri": "/contracts/5sq7BEZfC2l#e-mail-support", "label": "Terms and Conditions", "score": 28.1034679413, "published": true}, {"hash": "ljggMd28tm8", "uri": "/contracts/ljggMd28tm8#e-mail-support", "label": "Software License Agreement", "score": 27.0358963013, "published": true}, {"hash": "k0xJ0KlRWQ3", "uri": "/contracts/k0xJ0KlRWQ3#e-mail-support", "label": "Software License Agreement", "score": 27.0358963013, "published": true}], "size": 16, "hash": "62f471eac4d6156ca043bf8257f672ca", "id": 1}, {"snippet": "The supplier will provide email support during normal business hours, from 9:00 am to 5:00 pm, Monday to Friday, Western European Time, excluding holidays. This support includes the opportunity to consult with a member of the IrisBG technical support staff, which can assist the customer with the capabilities, functionality and characteristics of the software and provide basic problem resolution assistance as required. This assistance does not cover training or consulting services. Contact information can be found on our website at \u2587\u2587\u2587.\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587.", "snippet_links": [{"key": "will-provide", "type": "clause", "offset": [13, 25]}, {"key": "email-support", "type": "definition", "offset": [26, 39]}, {"key": "normal-business-hours", "type": "clause", "offset": [47, 68]}, {"key": "monday-to-friday", "type": "clause", "offset": [95, 111]}, {"key": "western-european", "type": "definition", "offset": [113, 129]}, {"key": "opportunity-to-consult", "type": "clause", "offset": [182, 204]}, {"key": "a-member-of-the", "type": "clause", "offset": [210, 225]}, {"key": "technical-support-staff", "type": "definition", "offset": [233, 256]}, {"key": "the-customer", "type": "definition", "offset": [275, 287]}, {"key": "the-software", "type": "clause", "offset": [348, 360]}, {"key": "problem-resolution", "type": "clause", "offset": [379, 397]}, {"key": "as-required", "type": "clause", "offset": [409, 420]}, {"key": "consulting-services", "type": "definition", "offset": [465, 484]}, {"key": "contact-information", "type": "clause", "offset": [486, 505]}, {"key": "our-website", "type": "definition", "offset": [522, 533]}], "samples": [{"hash": "5gsx5ojcnur", "uri": "/contracts/5gsx5ojcnur#e-mail-support", "label": "Annual Support & Maintenance Agreement", "score": 31.2223453522, "published": true}, {"hash": "9gNENBPfm4R", "uri": "/contracts/9gNENBPfm4R#e-mail-support", "label": "Annual Support & Maintenance Agreement", "score": 30.9294471741, "published": true}], "size": 3, "hash": "9030ff9a0ece0d590b54817ea380038f", "id": 3}, {"snippet": "E-mail support will be provided via the designated links on the 504 Management Message Board page.", "snippet_links": [{"key": "the-designated", "type": "definition", "offset": [36, 50]}, {"key": "message-board", "type": "clause", "offset": [79, 92]}], "samples": [{"hash": "5ioQdiD111o", "uri": "/contracts/5ioQdiD111o#e-mail-support", "label": "504 Agreement", "score": 31.0301303864, "published": true}], "size": 1, "hash": "9dbc4f9c7f99cce096cd213d8bcec6bf", "id": 7}, {"snippet": "ATEME will provide You with e-mail support in English language with respect to the use of the Software Products. Inquiries should be sent to \u2587\u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587", "snippet_links": [{"key": "will-provide", "type": "clause", "offset": [6, 18]}, {"key": "english-language", "type": "clause", "offset": [46, 62]}, {"key": "with-respect-to", "type": "clause", "offset": [63, 78]}, {"key": "use-of-the-software-products", "type": "clause", "offset": [83, 111]}], "samples": [{"hash": "gGF0Zx7kO2G", "uri": "/contracts/gGF0Zx7kO2G#e-mail-support", "label": "End User License Agreement", "score": 25.6023273468, "published": true}], "size": 1, "hash": "def0aee369d6e1629e0a4840c5a34f1c", "id": 8}, {"snippet": "Technical Support can also be accessed via electronic mail. Generally, this is used as a backup in the case the customer is unable to access the support web site for online issue submission. In general, customers should use the online web submission form. The email address for support could be s\u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587 as an example.", "snippet_links": [{"key": "technical-support", "type": "definition", "offset": [0, 17]}, {"key": "via-electronic-mail", "type": "clause", "offset": [39, 58]}, {"key": "in-the-case", "type": "clause", "offset": [96, 107]}, {"key": "the-customer", "type": "definition", "offset": [108, 120]}, {"key": "site-for", "type": "clause", "offset": [157, 165]}, {"key": "issue-submission", "type": "clause", "offset": [173, 189]}, {"key": "in-general", "type": "clause", "offset": [191, 201]}, {"key": "submission-form", "type": "definition", "offset": [239, 254]}, {"key": "email-address", "type": "definition", "offset": [260, 273]}, {"key": "an-example", "type": "clause", "offset": [320, 330]}], "samples": [{"hash": "hM0R1UfWUPp", "uri": "/contracts/hM0R1UfWUPp#e-mail-support", "label": "Development, Services and Supply Agreement (Remote Knowledge Inc)", "score": 21.0, "published": true}], "size": 1, "hash": "72bd84bb9e1ff2e0b0f4c2411107d14d", "id": 9}, {"snippet": "Licensor will maintain an e-mail response system that permits Licensee to report problems and seek assistance in use of the Software Platform via e-mail. Email support is currently only available to named contacts that wish to open an Incident via \u2587\u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587. Licensor\u2019s support representatives will respond to these questions on a commercially reasonable efforts basis.", "snippet_links": [{"key": "licensor-will", "type": "clause", "offset": [0, 13]}, {"key": "an-e", "type": "clause", "offset": [23, 27]}, {"key": "licensee-to-report", "type": "clause", "offset": [62, 80]}, {"key": "assistance-in", "type": "definition", "offset": [99, 112]}, {"key": "software-platform", "type": "definition", "offset": [124, 141]}, {"key": "email-support", "type": "definition", "offset": [154, 167]}, {"key": "available-to", "type": "definition", "offset": [186, 198]}, {"key": "named-contacts", "type": "clause", "offset": [199, 213]}, {"key": "to-open", "type": "clause", "offset": [224, 231]}, {"key": "respond-to", "type": "definition", "offset": [312, 322]}, {"key": "commercially-reasonable-efforts", "type": "definition", "offset": [344, 375]}], "samples": [{"hash": "e6wrnCSOtyr", "uri": "/contracts/e6wrnCSOtyr#e-mail-support", "label": "License and Services Agreement", "score": 25.1943874359, "published": true}], "size": 1, "hash": "3bf6180588f3044c0b5b504a3bf23049", "id": 10}], "next_curs": "ClcSUWoVc35sYXdpbnNpZGVyY29udHJhY3RzcjMLEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2IhdlLW1haWwtc3VwcG9ydCMwMDAwMDAwYQyiAQJlbhgAIAA=", "clause": {"size": 39, "children": [], "parents": [["services-provided", "SERVICES PROVIDED"], ["general", "General"], ["entire-agreement", "Entire Agreement"], ["content-of-services", "Content of Services"], ["support", "Support"]], "title": "E-Mail Support", "id": "e-mail-support", "related": [["technical-support", "Technical Support", "Technical Support"], ["child-support", "Child Support", "Child Support"], ["technical-support-services", "Technical Support Services", "Technical Support Services"], ["telephone-support", "Telephone Support", "Telephone Support"], ["customer-support", "Customer Support", "Customer Support"]], "related_snippets": [], "updated": "2025-07-24T06:48:53+00:00", "also_ask": ["What service levels and response times should be mandated for effective e-mail support?", "How can limitations of liability for e-mail support failures be negotiated?", "What are the key risks if e-mail support obligations are vaguely defined?", "How does e-mail support compare to other support channels in enforceability and risk?", "What evidence is required to prove breach of e-mail support obligations in court?"], "drafting_tip": "Specify support hours and response times to set clear expectations; define eligible issues to prevent misuse; require written records to ensure accountability.", "explanation": "The E-Mail Support clause defines the provision of assistance to users or clients via email communication. Typically, this clause outlines the scope of support services available through email, such as responding to technical questions, troubleshooting issues, or providing general information, and may specify response times or hours of availability. Its core practical function is to ensure that users have a reliable and documented channel for obtaining help, thereby improving customer satisfaction and clarifying the support process."}, "json": true, "cursor": ""}}