Licensor shall Sample Clauses
Licensor shall. 3.1.1 deliver a copy of the Escrow Material to NCC Group within 30 days of the date NCC Group receives an executed Deposit Account Agreement;
3.1.2 deliver an update or replacement copy of the Escrow Material to NCC Group within 30 days of a material update, error correction, enhancement, maintenance release or functional modification to the Software which results in an updated delivery of the object code version of the Software to Licensee;
3.1.3 ensure that each copy of the Escrow Material deposited with NCC Group comprises the Source Code of the latest version of the Software used by Licensee;
Licensor shall. (a) Provide all the labor, expertise, and skills necessary for the performance of the support services in a manner reasonably satisfactory to Cisco and Cisco's customers. Licensor shall provide a Technical Tips Sheet for Customer's access on-line, describing the top ten support problems and solutions and use Cisco's phone support script as provided to Licensor by Cisco . The Technical Tips Sheet shall be available to Cisco electronically and shall be updated by Licensor TSG from time to time.
(b) [***]
(c) Identify bugs in other Cisco Software, which is associated with the Software as well as the Software and communicate those bugs to Cisco's DE on a weekly basis.
(d) Employ competent technical support and maintenance organizations, and use professional standards in the industry while performing services to Cisco and Customers hereunder. Cisco Systems, Inc. Confidential Information For Internal Use Only. *** Confidential Information has been omitted and filed separately with the Securities and Exchange Commission pursuant to a confidential treatment request.
(e) Provide Software patches and bug fixes to Cisco electronically so that Customers can access such updates and upgrades from Cisco's software upgrade tool.
(f) Upon Cisco's request, keep Cisco advised on the progress of the Customer support cases and the status of the support services.
(g) Keep accurate records of support services performed, evidence of which Licensor shall provide to Cisco upon resolution of each customer case.
(h) Upon reasonable advance notice, permit any designated representative of Cisco to periodically review during normal business hours Licensor's support center and observe the personnel who are performing support services for Cisco.
(i) Establish a problem reporting and tracking mechanism of support services performed by Licensor, which is reasonably acceptable to Cisco.
(j) Keep Cisco informed as to any problems, which involve the Software and/or Cisco technologies or impact Licensor's ability to deliver service or solutions to Cisco's customer, to communicate such problems promptly to Cisco, and to assist Cisco in the resolution of such problems.
(k) Appoint a relationship manager whose primary responsibility will be to work with the designated Cisco Serviceability Design Engineer or Cisco DE to manage the implementation of the support model, act as the focal point for day-to-day support issues and problem escalations, and participate in Cisco support-related activities. Li...