General Maintenance and Support Services Sample Clauses

General Maintenance and Support Services. (a) Riva is licensed on an annual subscription model. Software maintenance, upgrades and free technical support are included in the annual subscription licence fee. (b) Licensor shall provide maintenance for releases (minor and major) for a 12-month period. (c) As identified below, Licensor shall provide free telephone and email technical support of the Software during Regular Licensor Business Hours on Business Days. Scheduled support, emergency support and support requested outside the Regular Licensor Business Hours and Business Days are charged out according to Licensor's then current Time and Materials Charges. (d) Free technical support includes access to our web site, Knowledge Base, email and telephone support to trouble shoot and resolve problems caused by bugs or other reasons Riva is not performing as designed. (e) Free technical support does NOT include planning, design, consulting, installation, training, configuration, best practice reviews, customisation or implementation services. (f) Free technical support does NOT include problem solving related to an incident that occurs where Licensor was not responsible for the planning, installation, configuration, deployment and changes to Riva configuration through on-going related professional services. (g) Free technical support does not include trouble shooting customer installation, configuration or problems caused by configuration errors or configuration changes made by Licensee to Licensee’s email, CRM, Riva system or configuration or networking infrastructure. Professional services to support the above requirements are provided under the current Time and Materials Charges.