Common use of Internet Email Clause in Contracts

Internet Email. PROVIDER shall maintain an email address for the express purpose of providing contracted HTCondor support. This special email address shall be managed by “trouble ticket” software which tracks problem progress on an incident by incident basis in order to ensure a timely turn-around for the RECIPIENT. Limitations on Hot-line support RECIPIENT agrees that its point of contact for maintenance and support of the SOFTWARE will be limited to two (2) designated employees of RECIPIENT at any one time, who will act as the support liaison between the PROVIDER and RECIPIENT, and that hotline support services for the SOFTWARE subject to this Maintenance Agreement will be available to RECIPIENT through electronic mail communication or by telephone. However, specifically for Support Policy #3: Application Development Support, up to eight (8) designated RECIPIENT developers who are sufficiently familiar with the application being supported may use hotline support services. Timeliness of Incident Resolution PROVIDER shall use reasonable effort to provide modifications or additions to correct errors in the SOFTWARE reported by RECIPIENT under the conditions described in Section 5, “RECIPIENT Support.” Upon receipt of notice of an error, PROVIDER will assign a priority level as determined by the RECIPIENT to the error according to the following criteria: Priority A – An error that results in the SOFTWARE being substantially or completely nonfunctional or inoperative.

Internet Email. PROVIDER shall maintain an email address for the express purpose of providing contracted HTCondor support. This special email address shall be managed by “trouble ticket” software which tracks problem progress on an incident by incident basis in order to ensure a timely turn-around for the RECIPIENT. Limitations on Hot-line support RECIPIENT agrees that its point of contact for maintenance and support of the SOFTWARE will be limited to two (2) designated employees of RECIPIENT at any one time, who will act as the support liaison between the PROVIDER and RECIPIENT, and that hotline support services for the SOFTWARE subject to this Maintenance Agreement will be available to RECIPIENT through electronic mail communication or by telephone. However, specifically for Support Policy #3: Application Development Support, up to eight (8) designated RECIPIENT developers who are sufficiently familiar with the application being supported may use hotline support services. Timeliness of Incident Resolution PROVIDER shall use reasonable effort to provide modifications or additions to correct errors in the SOFTWARE reported by RECIPIENT under the conditions described in Section 5, “RECIPIENT Support.” Upon receipt of notice of an error, PROVIDER will assign a priority level as determined by the RECIPIENT to the error according to the following criteria: Priority A – An error that results in the SOFTWARE being substantially or completely nonfunctional or inoperative.