Quotas. Reseller will use commercially reasonable efforts to satisfy the applicable quotas for each Quota Period, as specified in Exhibit B. For the avoidance of doubt, the failure by Reseller to satisfy such quotas will be a material breach of this Agreement by Reseller. First-line Technical Support. Reseller will provide End Users first-line technical support services relating to the Products provided by Reseller to End Users. Such First-line technical support services include without limitation: (i) receiving requests for assistance and support from End Users, (ii) gathering the necessary detailed information about each request for assistance, (iii) reviewing Product Documentation and other reference materials to diagnose the source or cause of any reported problem, (iv) providing End Users with a solution or work-around, (v) promptly reporting back to End Users on progress being made to solve the problem, (vi) communicating with BluBØX regarding problems that cannot be solved using Reseller’s resources solely, (vii) coordinating with and passing through to End Users any second-line technical support provided by BluBØX to Reseller, and viii) whenever BluBØX is involved, keeping BluBØX informed on the status of the resolution effort. In no event shall an End User contact BluBØX for direct assistance or support without BluBØX’s prior written consent. For the avoidance of doubt, the failure by Reseller to satisfy its first-line technical support obligations will be a material breach of this Agreement by Reseller.
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Sources: Reseller Agreement, Reseller Agreement, Reseller Agreement