Services include. The following services or features are available under this SSMA: (a) Upgrades, including new releases, to the Licensed Standard Software (prior releases of Licensed Standard Software application packages are supported no longer than nine (9) months after a new release is announced by New World). (b) Temporary fixes to Licensed Standard Software (see paragraph 6 below). (c) Revisions to Licensed Documentation. (d) Reasonable telephone support for Licensed Standard Software on Monday through Friday from 8:00 a. m. to 8:00 p.m. (Eastern Time Zone). (e) Invitation to and participation in user group meetings. (f) Emergency 24-hour per day telephone support, for Aegis CAD and Mobile only, seven (7) days per week for Licensed Standard Software. Normal service is available from 8:00 a.m. to 8:00 p.m. (Eastern Time Zone). After 8:00 p.m., the Aegis CAD phone support will be provided via beeper and a New World support representative will respond to CAD service calls within 30 minutes of call initiation. (g) Includes ESRI Integration for the ESRI software that is part of Exhibit A Licensed Standard Software. Items a, b, and c above will be provided to Customer by electronic means. Additional support services are available as requested by Customer using the then-current hourly rates or applicable fees.
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Services include. The following services or features are available under this SSMA:
(a) Upgrades, including new releases, to the Licensed Standard Software (prior releases of Licensed Standard Software application packages are supported no longer than nine (9) months after a new release is announced by New World).
(b) Temporary fixes to Licensed Standard Software (see paragraph 6 below).
(c) Revisions to Licensed Documentation.
(d) Reasonable telephone support for Licensed Standard Software on Monday through Friday from 8:00
a. m. to 8:00 p.m. (Eastern Time Zone).
(e) Invitation to and participation in user group meetings.
(f) Emergency 24-hour per day telephone support, for Aegis CAD and Mobile only, seven (7) days per week for Licensed Standard Software. Normal service is available from 8:00 a.m. to 8:00 p.m. (Eastern Time Zone). After 8:00 p.m., the Aegis CAD phone support will be provided via beeper and a New World support representative will respond to CAD service calls within 30 minutes of call initiation.
(g) Includes ESRI Integration for the ESRI software that is part of Exhibit A Licensed Standard Software. Items a, b, and c above will be provided to Customer by electronic means. Additional support services are available as requested by Customer using the then-current hourly rates or applicable fees.
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