Maintenance and Support Services Sample Clauses
The Maintenance and Support Services clause defines the obligations of a service provider to maintain and support the products or systems delivered under the agreement. Typically, this clause outlines the scope of services such as regular updates, bug fixes, technical assistance, and response times for addressing issues. Its core function is to ensure that the client receives ongoing support and that the delivered products remain functional and up-to-date, thereby minimizing downtime and operational disruptions.
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Maintenance and Support Services. The following Maintenance and support offerings are authorized under the Contract. The Contractor agrees that malfunctions that cannot be immediately diagnosed and attributed to a certain piece of equipment will require the participation of the Contractor until the problem resolution and responsibility is identified. Maintenance plan options which are available as part of the Contractor’s standard commercial offerings, including plans that include Replaceable Service Parts, Consumables, and/or Click Charges may be offered under this Contract. Maintenance must be performed onsite by OEM certified personnel.
1. Printing and Imaging Equipment Maintenance Services: These are services to protect the Printing and Imaging Equipment, including, but not limited to, remedial repairs and upgrades. Contractor shall maintain the Product, while covered under Maintenance, so as to provide Authorized User with the ability to utilize the Product without significant functional downtime to the Authorized User’s ongoing business operations in accordance with the applicable service descriptions specified by the Contractor’s approved NYS pricelist. Please see §3, Definitions.
2. Legacy Maintenance: Contractor may offer Maintenance services on EOL Equipment that is not being offered under this Contract, provided that the equipment fits the scope of the Contract set forth in Contract §2(1), Product Offerings.
Maintenance and Support Services. As long as you are not using the Help Desk as a substitute for our training services on the Tyler Software, and you timely pay your maintenance and support fees, we will, consistent with our then-current Support Call Process:
3.1 perform our maintenance and support obligations in a professional, good, and workmanlike manner, consistent with industry standards, to resolve Defects in the Tyler Software (limited to the then-current version and the immediately prior version); provided, however, that if you modify the Tyler Software without our consent, our obligation to provide maintenance and support services on and warrant the Tyler Software will be void;
3.2 provide telephone support during our established support hours;
3.3 maintain personnel that are sufficiently trained to be familiar with the Tyler Software and Third Party Software, if any, in order to provide maintenance and support services;
3.4 provide you with a copy of all major and minor releases to the Tyler Software (including updates and enhancements) that we make generally available without additional charge to customers who have a maintenance and support agreement in effect; and
3.5 provide non-Defect resolution support of prior releases of the Tyler Software in accordance with our then-current release life cycle policy.
Maintenance and Support Services. 3.1 Subject to Client’s timely payment of applicable Maintenance and Support fees, MRI will provide to Client the Maintenance and Support services for the Maintenance and Support plan indicated in the Order Document during the specified period. All licenses in Client’s possession must be supported under the same Maintenance and Support plan.
3.2 Updates are provided if and when available and MRI shall notify Client of the availability of such Updates solely by posting such Updates at MRI’s client support portal. MRI is under no obligation to develop any future programs or functionality. MRI is under no obligation to provide Maintenance and Support with respect to: (i) Software that has been altered or modified by anyone other than MRI or its licensors; (ii) a release for which Maintenance and Support has been discontinued; (iii) Software used other than in accordance with the Documentation or other than on a ▇▇▇; (iv) discrepancies that do not significantly impair or affect the operation of the Software; (v) any systems or programs not supplied by MRI; or (vi) Configurations.
3.3 Subject to timely payment of the applicable fees, Maintenance and Support is provided for all Software, unless otherwise noted in the Order Document, provided however that with respect to Third Party Software, MRI’s obligation is limited to using commercially reasonable endeavours to obtain Maintenance and Support from the third party owner of such Software.
3.4 Maintenance and Support starts on the Effective Date and continues through the expiration of the initial term set forth in the Order Document (“Initial Term”). Following the end of the Initial Term, Maintenance and Support shall automatically renew for the same length as the Initial Term (each renewal a “Renewal Term”), unless either Party gives written notice at least sixty (60) calendar days prior to the end of the Initial Term or any Renewal Term, as applicable, of its intention to not renew Maintenance and Support. The pricing for the first twelve (12) months of any Renewal Term shall be provided in writing by MRI no less than ninety (90) days prior to the end of the Initial Term or any Renewal Term. For purposes of the pricing notice in this Section, email or first-class mail will suffice. The Initial Term and Renewal Terms are collectively referred to as the “Term”.
3.5 In the event that Client’s Maintenance and Support is not renewed and is later reinstated, a reinstatement fee shall be assessed equal to 120% of the...
Maintenance and Support Services. After Acceptance of the Licensed Software and subject to the terms, conditions, and charges set forth in this Section, Contractor will provide City with maintenance and support services for the Licensed Software as follows: (i) Contractor will provide such assistance as necessary to cause the Licensed Software to perform in accordance with the Specifications as set forth in the Documentation; (ii) Contractor will provide, for City’s use, whatever improvements, enhancements, extensions and other changes to the Licensed Software Contractor may develop, and (iii) Contractor will update the Licensed Software, as required, to cause it to operate under new versions or releases of the operating system specified in the Authorization Document so long as such updates are made generally available to Contractor’s other Licensees.
Maintenance and Support Services. If this Agreement is for IT goods or services, this section applies: Unless otherwise specified in this Agreement: The Contractor shall promptly provide the Court with all Upgrades, including without limitation: (i) all Upgrades generally made available by Contractor to its other customers; (ii) Upgrades as necessary so that the Work complies with the Specifications and Applicable Law (including changes in Applicable Law); (iii) Upgrades as necessary so that the Work operates under new versions or releases of the Court’s operating system or database platform; and (iv) all on-site services necessary for installation of Upgrades. Without limiting any other obligation of Contractor under this Agreement, Contractor represents and warrants that it will maintain services, equipment, software or any other part of the Work so that they operate in accordance with their Specifications and Documentation; and The Contractor shall respond to the Court within four (4) hours after the Court reports a Technical Support Incident (such hours all occurring during Standard M&S Hours) to Contractor. DELIVERY, ACCEPTANCE, AND PAYMENT Delivery. Contractor shall deliver to the Court the Deliverables in accordance with this Agreement, including the Statement of Work. Unless otherwise specified by this Agreement, Contractor will deliver all goods purchased by the Court “Free on Board Destination Freight Prepaid” to the Court at the address and location specified by the Court. Title to all goods purchased by the Court vests in the Court upon payment of the applicable purchase price. Contractor will bear the risk of loss for any Work being delivered until received by the Court at the proper location. All shipments by Contractor or its Subcontractors must include packing sheets identifying: this Agreement number, the Court’s purchase order number, item number, quantity and unit of measure, part number and description of the goods shipped, and appropriate evidence of inspection, if required. Goods for different Agreements shall be listed on separate packing sheets.
Maintenance and Support Services. Should the LICENSEE have contracted Maintenance and Support Service (also referred to as the "Service") for the SOFTWARE PRODUCTS in its Purchase Order, the terms and conditions stipulated in this section shall be applicable:
6.1. General Conditions for the Provision of Maintenance and Support Services. • The Maintenance and Support Service shall be contracted and provided in one-year terms, counting from the day of invoice of the total price for the first annual payment (hereafter the "Annual Payment"), including taxes, as agreed in the Service Purchase Order (hereafter the "Service Validity Period"). • Should the price for the provision of the Service be modified from one annual payment to the next, the LICENSER shall notify the LICENSEE in writing, and two months prior to the date, when the corresponding annual payment is due, of the total price for the next Service annual payment. • Once each Annual Payment is due, it will be understood that the Service is renewed for another year, on the terms and conditions described above, unless any of the two parties has notified the other in writing, a month prior to the date, when the next corresponding annual payment is due, of its intention not to renew the Service for the following year (the "No-Renewal Notification"). • Within the first month after the date of the last Service Annual Payment, and unless a No- Renewal Notification has been served, the LICENSER shall issue an invoice to the LICENSEE for the corresponding amount for the provision of the Service for the following year. • Those LICENSEES who have not contracted the Service for any Annual Payment(s) and who wish to obtain the latest update of the Products shall have to pay the LICENSER an amount equivalent to the total price of the Annual Payments, which have not been contracted, counting from the date, when their last Service contract expired to the Annual Payment for the requested update inclusive. • The Service shall be understood as referring to the latest version of the product launched by the LICENSER, to its immediately previous version, and in any case to those versions created during the term of the corresponding current Service Annual Payment. • Should any module be added to the basic Licences package at a later stage, the amount invoiced for the relevant Service will be calculated based on the number of days remaining until the date, when the next Annual payment is due. Likewise, said Service shall remain valid until that date. From the...
Maintenance and Support Services. Distributor shall provide Maintenance and Support Services to all of its Customers of Licensed Software as set forth in Sections 3.4(a) and 3.4(b) below. Distributor may require Customers to provide the own First-Line Support: however, in no event shall Siebel be responsible for First-Line or Second-Line Support. Subject to Distributor's payment of the Maintenance Fees set forth in EXHIBIT A Siebel shall provide Third-Line Support to Distributor in accordance with Siebel's then current Maintenance and Support Services Policy. Distributor shall be responsible for all support related to the Value Added Offering.
Maintenance and Support Services. Maintenance and Support will be provided only with respect to use of the versions of the Software that are being supported by SCPDC. SCPDC will provide multi-site backup of permit issuance data for permits supported by MyPermitNow system. SCPDC will provide 24-hour emergency service support, after hours cell numbers are accessed through the IVR menu, for Licensee’s staff and Licensee’s customers by SCPDC’s technical support personnel. SCPDC will offer to Licensee new versions of MyPermitNow Software as they become available. Upon Licensee’s request SCPDC will attempt, so long as practicable, to convert Licensee’s current permit data for use with SCPDC Software. Upon Licensee’s request SCPDC will, as long as practicable, will perform regularly scheduled exports of Licensee’s permit and inspection data to Licensee’s database. Within SCPDC’s capabilities, SCPDC will perform customization of SCPDC Software based on Licensee’s specific jurisdiction. Whenever possible, SCPDC will provide features in the SCPDC Software allowing Licensee to create and search variances and define relationships between variances and permits. SCPDC will provide remote support for the storage of photos, building/permits documents, inspection reports, plan review files and associated miscellaneous records. Within the capabilities of the SCPDC Software, and upon Licensee’s request, SCPDC will provide Licensee with customized reports. The client will be expressly forbidden from creating add-ons or feature changes to that version or disclose the source code to any third party.
Maintenance and Support Services. Subject to the terms and conditions of this Agreement, SpeechWorks agrees to provide maintenance and support services for the SpeechWorks Software to AOL in accordance with the additional terms and conditions set forth in Exhibit D. SECTION 5 -- ADDITIONAL OBLIGATIONS OF SPEECHWORKS
5.1 AOL Branded Content. In the event that SpeechWorks during the Term, determines to bundle with the SpeechWorks Software any content or functionality or otherwise provide content to licensees of the SpeechWorks Software (collectively, "Proposed New Content"), then SpeechWorks shall provide AOL with written notice of such determination, which notice shall contain a reasonably detailed description of such Proposed New Content. In the event AOL has such [ ] or [ ], or [ ] such [ ] within [ ] of [ ] of [ ] then, [ ] (such [ ] to [ ] ([ ]) days of [ ]), SpeechWorks shall use such content as the default content available to licensees of the SpeechWorks Software. In connection with the foregoing and in partial consideration of the warrants to be issued pursuant to the Common Stock and Warrant Purchase Agreement referenced in Section 7, SpeechWorks and AOL shall [ ] for any AOL Branded Content or such other content that AOL is able to obtain that is bundled with the SpeechWorks Software. In addition, AOL shall permit SpeechWorks to retain that percentage of revenues generated via the sale or license of AOL Branded Content pursuant to this Section 5.
1. In the first year following the date when SpeechWorks begins selling or licensing AOL Branded Content, the amount paid by SpeechWorks to AOL shall equal [ ] percent ([ ]%) of the gross revenue received by SpeechWorks in connection with AOL Branded Content (and [ ] [ ] percent ([ ]%) of such [ ]). In each subsequent year, the percentages of such gross revenue to be paid to AOL, and retained by SpeechWorks, shall be increased or decreased based on the amount of such gross revenue received by SpeechWorks in the prior year, as follows: Prior Year's Gross Adjustment to Percentage Corresponding Adjustment to Revenues Retained by SpeechWorks Percentage Paid to AOL -------- ----------------------- --------------------------- Less than $[ ] Decreased by [ ] percent Increased by [ ] percent ([ ]%) off the percentage ([ ]%) over the retained in the prior year. percentage paid in the prior year. $[ ] to $[ ] Decreased by [ ] percent Increased by [ ] percent ([ ]%) off the percentage ([ ]%) over the retained in the prior year. percentage paid in th...
Maintenance and Support Services. Subject to Client’s timely payment of applicable SaaS Services fees, MRI will provide to Client the Maintenance and Support services for the Maintenance and Support plan indicated in the Order Document, under MRI’s Maintenance and Support policies in effect at the time the Services are provided for the level of Services ordered. MRI shall manage and install all Updates and Upgrades of the hosted Software.