Enterprise Support Description Sample Clauses

Enterprise Support Description. 1.1 An entity who is eligible to receive Enterprise Support from Adobe shall be deemed a “Customer.” Adobe will provide support services to Customer in accordance with these Enterprise Support Terms and Conditions. 1.2 Adobe will provide technical support to a maximum of ten (10) named Customer technical support contacts (“Customer’s Technical Support Contacts”) for any and all of the applicable On-premise Software and On-demand Services purchased by Customer. Customer’s technical support contacts may also schedule “Expert Services” appointments consisting of up to 30 minutes of telephone advice regarding product workflows and best practices. 1.3 Adobe will provide 24x7x365 prioritized, toll-free Support Services to be accessed by Customer’s Technical Support Contacts. Local language support, if offered, is available 9am-5pm Monday through Friday local time, excluding national holidays and Adobe designated holidays. Outside of these hours, English language support is available. 1.4 Customer will have unlimited access to Adobe’s on-line support facility on the Support Site (currently ▇▇▇▇://▇▇▇.▇▇▇▇▇.▇▇▇/support, the “Support Site”) or any successor site. 1.5 The priority or severity of each service request will be established based on Adobe's then current published Case Priority definitions which are currently available on the Support Site, at ▇▇▇▇://▇▇▇.▇▇▇▇▇.▇▇▇/support/programs/policies/sla.html. Adobe shall undertake reasonable efforts to: (A) Acknowledge receipt of a Service Request from a Technical Support Contact within the time allotted (“Response Time”). This will generally be via the same medium of communication by which the Service Request was reported; (B) Provide a short status report to Customer within a reasonable time; and (C) Solve the Service Request by providing a remedy that could take the form of eliminating the defect, providing updates, or demonstrating how to avoid the effects of the defect with reasonable commercial effort. The remedy may also include error corrections, patches, bug fixes, workarounds (i.e. temporary solutions used to complete a task that would not otherwise be possible due to a problem or limitation in the affected Adobe software), replacement deliveries or any other type of software or documentation corrections or modifications.