Licensed Program Services Sample Clauses

Licensed Program Services. ▇▇▇▇ will attempt to duplicate any problem the County is having, and, if the problem is caused by a defect in the Software, JANO will promptly correct or provide a reasonable bypass for the defect. A “defect” is defined as any problem in the Software which causes it to deviate from the specifications and the warranties for such Software set forth in the Software License Agreement and the Prime Contract. A “reasonable bypass” is a temporary workaround that provides substantially all of the previously- existing functionality and features of the Software without involving any material increase in time, resources, or effort on the part of the County or its Affiliates, or any material degradation in performance of the Software. Corrections of defects will be made by JANO through distribution of Software fixes, either on magnetic media or via electronic customer support (as described below). Cumulative defect corrections will be included with new Software releases when such releases are distributed. The County agrees to provide JANO with reasonable access to any of the County’s computers, or to any of its information technology personnel, as needed and as reasonably requested, to assist JANO personnel in ascertaining the nature and extent of the problem and in determining possible solutions. Jano shall provide reasonable methods by which the County’s designated contact persons shall report problems or apparent defects with the Software (including providing a toll-free telephone number, a facsimile number, an email address, and the URL of a World-Wide Web site through which problem reports may be submitted). Upon receiving the report of any problem, ▇▇▇▇ shall immediately assign appropriately qualified personnel and begin diligent efforts to determine the cause of, and to promptly resolve, such problem. JANO shall continuously use its best efforts to resolve critical problems (i.e., those in which all or a substantial portion of the functionality of a Licensed Program or the System is unavailable for use by a significant number of the County’s or its Affiliates end- users) within eight (8) hours after such problem was reported. JANO shall use all commercially reasonable efforts to resolve non-critical problems within two