{"component": "clause", "props": {"groups": [{"samples": [{"hash": "a2FWTxUl6Nv", "uri": "/contracts/a2FWTxUl6Nv#initial-support", "label": "Hosted Services Agreement (Spirit Airlines, Inc.)", "score": 35.1054072553, "published": true}, {"hash": "6VLkfUQZBmS", "uri": "/contracts/6VLkfUQZBmS#initial-support", "label": "Hosted Services Agreement (Spirit Airlines, Inc.)", "score": 22.158110883, "published": true}, {"hash": "2XoSQyQ7GiD", "uri": "/contracts/2XoSQyQ7GiD#initial-support", "label": "Hosted Services Agreement (Spirit Airlines, Inc.)", "score": 21.8788501027, "published": true}], "size": 4, "snippet": "Included in the first thirty (30) days following the implementation of Hosted Revenue Accounting Services, Customer is allotted, at no additional charge, a maximum number of included Support Centre Support hours as described in Exhibit G, Section 9.3. If Customer utilizes the Support Centre more than the allotted number of hours, the Support Fees in Section 5.3 hereof will apply.", "snippet_links": [{"key": "following-the", "type": "definition", "offset": [39, 52]}, {"key": "hosted-revenue-accounting-services", "type": "definition", "offset": [71, 105]}, {"key": "additional-charge", "type": "clause", "offset": [135, 152]}, {"key": "maximum-number", "type": "definition", "offset": [156, 170]}, {"key": "support-centre", "type": "clause", "offset": [183, 197]}, {"key": "support-hours", "type": "definition", "offset": [198, 211]}, {"key": "exhibit-g", "type": "clause", "offset": [228, 237]}, {"key": "section-93", "type": "clause", "offset": [239, 250]}, {"key": "number-of-hours", "type": "definition", "offset": [315, 330]}, {"key": "support-fees", "type": "clause", "offset": [336, 348]}, {"key": "section-53", "type": "clause", "offset": [352, 363]}], "hash": "e71d2119ee96cceee9a749e24e3ccf94", "id": 1}, {"samples": [{"hash": "7nIaGqepJvF", "uri": "/contracts/7nIaGqepJvF#initial-support", "label": "Hosted Services Agreement (Controladora Vuela Compania De Aviacion, S.A.B. De C.V.)", "score": 24.6221765914, "published": true}, {"hash": "apHjDTZuIO3", "uri": "/contracts/apHjDTZuIO3#initial-support", "label": "Hosted Services Agreement (Controladora Vuela Compania De Aviacion, S.A.B. De C.V.)", "score": 24.4661190965, "published": true}], "size": 2, "snippet": "Included in the first ***** following the implementation of Hosted Reservation Services, Customer is allotted, at no additional charge, a maximum number of included Support Center Support ***** as described in Exhibit K, Section 1.3. If Customer utilizes the Support Center more than the allotted number of *****, the Support Fees in Section 5.3 hereof will apply.", "snippet_links": [{"key": "following-the", "type": "definition", "offset": [28, 41]}, {"key": "hosted-reservation-services", "type": "definition", "offset": [60, 87]}, {"key": "additional-charge", "type": "clause", "offset": [117, 134]}, {"key": "number-of", "type": "clause", "offset": [146, 155]}, {"key": "support-center-support", "type": "definition", "offset": [165, 187]}, {"key": "exhibit-k", "type": "definition", "offset": [210, 219]}, {"key": "section-13", "type": "clause", "offset": [221, 232]}, {"key": "support-fees", "type": "clause", "offset": [318, 330]}, {"key": "section-53", "type": "clause", "offset": [334, 345]}], "hash": "892568bbf07a25581f3421d09e883c93", "id": 2}, {"samples": [{"hash": "lTMurTo8LM6", "uri": "/contracts/lTMurTo8LM6#initial-support", "label": "License Agreement (Comshare Inc)", "score": 18.0, "published": true}, {"hash": "jLNEqLPkKrb", "uri": "/contracts/jLNEqLPkKrb#initial-support", "label": "License Agreement (Comshare Inc)", "score": 18.0, "published": true}], "size": 2, "snippet": "For the payments described in Section 4(b), during Year 1, Arbor shall provide technical support, training, and hotline support for Comshare developers as described on Exhibit B attached hereto.", "snippet_links": [{"key": "year-1", "type": "clause", "offset": [51, 57]}, {"key": "provide-technical-support", "type": "clause", "offset": [71, 96]}, {"key": "hotline-support", "type": "definition", "offset": [112, 127]}, {"key": "exhibit-b", "type": "definition", "offset": [168, 177]}], "hash": "f0766f328d7aeca36f0be38819384a57", "id": 3}, {"samples": [{"hash": "6VLkfUQZBmS", "uri": "/contracts/6VLkfUQZBmS#initial-support", "label": "Hosted Services Agreement (Spirit Airlines, Inc.)", "score": 22.158110883, "published": true}, {"hash": "2XoSQyQ7GiD", "uri": "/contracts/2XoSQyQ7GiD#initial-support", "label": "Hosted Services Agreement (Spirit Airlines, Inc.)", "score": 21.8788501027, "published": true}], "size": 2, "snippet": "Included in the first thirty (30) days following the implementation of Hosted Reservation Services, Customer is allotted, at no additional charge, a maximum number of included Support Centre Support hours as described in Exhibit A, Section 8.3. If Customer utilizes the Support Centre more than the allotted number of hours, the Support Fees in Section 5.3 hereof will apply.", "snippet_links": [{"key": "following-the", "type": "definition", "offset": [39, 52]}, {"key": "hosted-reservation-services", "type": "definition", "offset": [71, 98]}, {"key": "additional-charge", "type": "clause", "offset": [128, 145]}, {"key": "maximum-number", "type": "definition", "offset": [149, 163]}, {"key": "support-centre", "type": "clause", "offset": [176, 190]}, {"key": "support-hours", "type": "definition", "offset": [191, 204]}, {"key": "exhibit-a", "type": "clause", "offset": [221, 230]}, {"key": "section-83", "type": "clause", "offset": [232, 243]}, {"key": "number-of-hours", "type": "definition", "offset": [308, 323]}, {"key": "support-fees", "type": "clause", "offset": [329, 341]}, {"key": "section-53", "type": "clause", "offset": [345, 356]}], "hash": "a8e57a39caa9b360e524f74758876b25", "id": 4}, {"samples": [{"hash": "dacu5bG4ckv", "uri": "/contracts/dacu5bG4ckv#initial-support", "label": "Software Services Agreement (INX LTD)", "score": 30.6290212183, "published": true}, {"hash": "iruwBlf0sTb", "uri": "/contracts/iruwBlf0sTb#initial-support", "label": "Software Services Agreement (INX LTD)", "score": 29.8323066393, "published": true}], "size": 2, "snippet": "For the 3 month period beginning on the date of delivery and installation of the Software on Company\u2019s server (the \u201cInitial Support Period\u201d), and at Developer\u2019s own expense, Developer shall provide Company with maintenance and support services in accordance with the Service Level Agreement attached hereto as Schedule B (\u201cSLA\u201d). SLA shall include, without limitation: telephone or electronic support in order to help Developer locate and correct problems with the Software.", "snippet_links": [{"key": "beginning-on-the", "type": "clause", "offset": [23, 39]}, {"key": "delivery-and-installation-of-the-software", "type": "clause", "offset": [48, 89]}, {"key": "initial-support-period", "type": "definition", "offset": [116, 138]}, {"key": "developer-shall", "type": "clause", "offset": [174, 189]}, {"key": "maintenance-and-support-services", "type": "definition", "offset": [211, 243]}, {"key": "in-accordance-with", "type": "definition", "offset": [244, 262]}, {"key": "the-service-level-agreement", "type": "definition", "offset": [263, 290]}, {"key": "schedule-b", "type": "definition", "offset": [310, 320]}, {"key": "without-limitation", "type": "clause", "offset": [349, 367]}, {"key": "electronic-support", "type": "clause", "offset": [382, 400]}, {"key": "in-order-to", "type": "clause", "offset": [401, 412]}], "hash": "3a00eb60a67b68352fea1bf325a4ca81", "id": 5}, {"samples": [{"hash": "91nDhBNIHAu", "uri": "/contracts/91nDhBNIHAu#initial-support", "label": "Master Subscription and Services Agreement", "score": 35.2502442007, "published": true}, {"hash": "9zZZS9Hk8Mf", "uri": "/contracts/9zZZS9Hk8Mf#initial-support", "label": "Master Subscription and Support Agreement", "score": 35.1138672432, "published": true}], "size": 2, "snippet": "6.1 In order to receive Support Services, Customer shall raise \u201ctickets\u201d by email (\u2587\u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587) or by filling a form in at \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.\u2587\u2587\u2587.\n6.2 According to the procedure agreed between the Parties, Gravitee may connect remotely to Customer Systems and/or the User\u2019s workstation in order to perform a diagnosis, in which case Customer agrees to provide Gravitee with the connection information and access required.\n6.3 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\n6.4 The logging time corresponds to the length of time between the ticket being sent by Customer and Gravitee sending an email acknowledging receipt.\n6.5 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.\n6.6 If the response is unsuccessful, Gravitee shall provide Corrective Maintenance in accordance with the provisions of Section 7 below.", "snippet_links": [{"key": "to-receive", "type": "definition", "offset": [13, 23]}, {"key": "customer-shall", "type": "clause", "offset": [42, 56]}, {"key": "by-email", "type": "clause", "offset": [73, 81]}, {"key": "according-to", "type": "definition", "offset": [177, 189]}, {"key": "the-procedure", "type": "definition", "offset": [190, 203]}, {"key": "agreed-between-the-parties", "type": "clause", "offset": [204, 230]}, {"key": "customer-systems", "type": "definition", "offset": [265, 281]}, {"key": "the-user", "type": "clause", "offset": [289, 297]}, {"key": "to-provide", "type": "definition", "offset": [375, 385]}, {"key": "the-connection", "type": "clause", "offset": [400, 414]}, {"key": "access-required", "type": "clause", "offset": [431, 446]}, {"key": "the-support-services", "type": "clause", "offset": [475, 495]}, {"key": "in-accordance-with", "type": "definition", "offset": [496, 514]}, {"key": "level-of-support", "type": "definition", "offset": [549, 565]}, {"key": "the-subscription", "type": "clause", "offset": [590, 606]}, {"key": "by-customer", "type": "clause", "offset": [617, 628]}, {"key": "gold-level", "type": "clause", "offset": [630, 640]}, {"key": "support-hours", "type": "definition", "offset": [656, 669]}, {"key": "during-business-hours", "type": "clause", "offset": [692, 713]}, {"key": "paris-time", "type": "clause", "offset": [723, 733]}, {"key": "communication-channel", "type": "clause", "offset": [757, 778]}, {"key": "number-of", "type": "clause", "offset": [795, 804]}, {"key": "unlimited-unlimited", "type": "clause", "offset": [860, 879]}, {"key": "language-english", "type": "clause", "offset": [880, 896]}, {"key": "time-taken", "type": "clause", "offset": [919, 929]}, {"key": "other-priority", "type": "definition", "offset": [986, 1000]}, {"key": "not-included", "type": "clause", "offset": [1077, 1089]}, {"key": "length-of-time", "type": "clause", "offset": [1139, 1153]}, {"key": "depending-on-the", "type": "clause", "offset": [1253, 1269]}, {"key": "type-of", "type": "definition", "offset": [1270, 1277]}, {"key": "form-of", "type": "definition", "offset": [1321, 1328]}, {"key": "written-response", "type": "clause", "offset": [1331, 1347]}, {"key": "procedure-to-be-followed", "type": "clause", "offset": [1378, 1402]}, {"key": "submission-of", "type": "clause", "offset": [1410, 1423]}, {"key": "additional-documentation", "type": "definition", "offset": [1424, 1448]}, {"key": "the-response", "type": "clause", "offset": [1457, 1469]}, {"key": "maintenance-in", "type": "clause", "offset": [1521, 1535]}, {"key": "section-7", "type": "clause", "offset": [1570, 1579]}], "hash": "c4ed63b5138518c8735b3d3c8cdeb26a", "id": 6}, {"samples": [{"hash": "7wMOa5xfjIp", "uri": "/contracts/7wMOa5xfjIp#initial-support", "label": "Host Reservation Services and Software License Use Agreement (Gol Intelligent Airlines Inc.)", "score": 18.0, "published": true}], "size": 2, "snippet": "Included in the first thirty- (30) days following the implementation of Host Reservation Services, Customer is allotted a maximum of (10) ten available hours of included Response Center support. This allotment of hours is for the specified period only and may not be carried forward.", "snippet_links": [{"key": "following-the", "type": "definition", "offset": [40, 53]}, {"key": "reservation-services", "type": "clause", "offset": [77, 97]}, {"key": "hours-of", "type": "clause", "offset": [152, 160]}, {"key": "specified-period", "type": "definition", "offset": [230, 246]}, {"key": "carried-forward", "type": "clause", "offset": [267, 282]}], "hash": "1672d195a1e96177b49699355ace0d8a", "id": 7}, {"samples": [{"hash": "iIRNaB48YlC", "uri": "/contracts/iIRNaB48YlC#initial-support", "label": "Software License Agreement", "score": 24.7303216975, "published": true}], "size": 2, "snippet": "For the [12] month period beginning on the Effective Date, and at [PARTY A]'s own expense, [PARTY A] shall provide [PARTY B] with i. telephone or electronic support during [PARTY A]'s normal business hours in order to help [PARTY B] locate and correct problems with the Software, and", "snippet_links": [{"key": "beginning-on-the-effective-date", "type": "clause", "offset": [26, 57]}, {"key": "party-a", "type": "definition", "offset": [67, 74]}, {"key": "party-b", "type": "definition", "offset": [116, 123]}, {"key": "electronic-support", "type": "clause", "offset": [146, 164]}, {"key": "normal-business-hours", "type": "definition", "offset": [184, 205]}, {"key": "in-order-to", "type": "clause", "offset": [206, 217]}, {"key": "the-software", "type": "clause", "offset": [266, 278]}], "hash": "3a71813ddb4a496684e97a03ad424249", "id": 8}, {"samples": [{"hash": "8hMoJutIutk", "uri": "/contracts/8hMoJutIutk#initial-support", "label": "License Agreement", "score": 25.2354551677, "published": true}], "size": 1, "snippet": "Fusebit shall, at Five Quarter\u2019s expense, provide Customer\u2019s employees with up to 8 hours of initial support services necessary and desirable to install and operate the Software, on days and times the parties agree to in writing.", "snippet_links": [{"key": "employees-with", "type": "clause", "offset": [61, 75]}, {"key": "hours-of", "type": "clause", "offset": [84, 92]}, {"key": "initial-support-services", "type": "clause", "offset": [93, 117]}, {"key": "the-software", "type": "clause", "offset": [165, 177]}, {"key": "days-and-times", "type": "clause", "offset": [182, 196]}, {"key": "agree-to", "type": "clause", "offset": [209, 217]}, {"key": "in-writing", "type": "clause", "offset": [218, 228]}], "hash": "ecdddb4fa871b5ec0849c99197587c30", "id": 9}, {"samples": [{"hash": "a8ojWGTq1q4", "uri": "/contracts/a8ojWGTq1q4#initial-support", "label": "License Agreement", "score": 24.8631074606, "published": true}], "size": 1, "snippet": "Five Quarters shall, at Five Quarter\u2019s expense, provide Customer\u2019s employees with up to 8 hours of initial support services necessary and desirable to install and operate the Software, on days and times the parties agree to in writing.", "snippet_links": [{"key": "employees-with", "type": "clause", "offset": [67, 81]}, {"key": "hours-of", "type": "clause", "offset": [90, 98]}, {"key": "initial-support-services", "type": "clause", "offset": [99, 123]}, {"key": "the-software", "type": "clause", "offset": [171, 183]}, {"key": "days-and-times", "type": "clause", "offset": [188, 202]}, {"key": "agree-to", "type": "clause", "offset": [215, 223]}, {"key": "in-writing", "type": "clause", "offset": [224, 234]}], "hash": "20aac9534ccce43590e9e41de9e86b4f", "id": 10}], "next_curs": "ClgSUmoVc35sYXdpbnNpZGVyY29udHJhY3RzcjQLEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2Ihhpbml0aWFsLXN1cHBvcnQjMDAwMDAwMGEMogECZW4YACAA", "clause": {"parents": [["exhibits", "Exhibits"], ["facility-locations", "Facility Locations"], ["support-services", "Support Services"], ["general", "General"], ["implementation-services-time-frame", "Implementation Services Time Frame"]], "title": "Initial Support", "children": [], "size": 24, "id": "initial-support", "related": [["additional-support", "Additional Support", "Additional Support"], ["technical-support", "Technical Support", "Technical Support"], ["operational-support", "Operational Support", "Operational Support"], ["financial-support", "FINANCIAL SUPPORT", "FINANCIAL SUPPORT"], ["technical-support-services", "Technical Support Services", "Technical Support Services"]], "related_snippets": [], "updated": "2025-07-07T12:36:13+00:00"}, "json": true, "cursor": ""}}