Software and Hardware Support Clause Samples

Software and Hardware Support. 3.1 During the Initial Support Term and any Renewal Support Term, Vendor shall render the support services set forth in this section to Licensee subject to: (i) Licensee's payment of the support fees described in Section 8, and (ii) Licensee's compliance with its obligations set forth in Section 4 and elsewhere in this Agreement. 3.2 The support services to be provided by Vendor pursuant to this Agreement are as follows: 3.2.1 Vendor will provide Licensee with reasonable help desk assistance during the Support Times regarding the installation and implementation of the Software, and the identification, diagnosis and correction of Errors. Vendor will attempt to resolve any support questions posed by Licensee. If Vendor determines that it would be appropriate to do so, Vendor may defer resolution of a support question until a later time. At its discretion, Vendor may, but is not obligated to, provide Licensee with help desk support during times other than the Support Times at Vendor's then standard rates. Licensee shall be responsible for paying charges for such additional help desk support. 3.2.2 Vendor may, at its sole discretion, provide Licensee with access to technical information and Minor Enhancements via Vendor's website. 3.2.3 Vendor will make available to Licensee all Minor Enhancements at no additional cost to Licensee. 3.2.4 Major Enhancements for the Software are not included under this Agreement. Vendor may, but is not obligated to, offer Major Enhancements to Licensee at a reduced fee.