Common use of Initial Support Clause in Contracts

Initial Support. 6.1 In order to receive Support Services, Customer shall raise “tickets” by email (▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇) or by filling a form in at ▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇. 6.2 According to the procedure agreed between the Parties, Gravitee may connect remotely to Customer Systems and/or the User’s workstation in order to perform a diagnosis, in which case Customer agrees to provide Gravitee with the connection information and access required. 6.3 Gravitee shall provide the Support Services in accordance with the following, for the applicable level of Support Services applicable for the Subscription purchased by Customer: GOLD LEVEL PLATINUM LEVEL Support Hours 8hrs/day, 5 days/week during Business Hours 9am-5pm, Paris time 24hrs/day, 7 days/week Communication channel Tickets Tickets Number of identified contacts 2 3 Number of identified incidents Unlimited Unlimited Language English/French English/French Time taken to log a P1 call or ticket 2 hrs 1 hr Time taken to log other priority calls or tickets 4 hrs 2 hrs Dedicated Customer Slack Channel with Gravitee Not Included Included 6.4 The logging time corresponds to the length of time between the ticket being sent by Customer and Gravitee sending an email acknowledging receipt. 6.5 Depending on the type of incident, the Initial Support may take the form of a written response sent to Customer defining the procedure to be followed or the submission of additional documentation. 6.6 If the response is unsuccessful, Gravitee shall provide Corrective Maintenance in accordance with the provisions of Section 7 below.