Common use of Software Application Support includes Clause in Contracts

Software Application Support includes. 2.1.1 Assist the Customer by telephone, facsimile, or electronic mail (for information related to Software use, configuration and troubleshooting). 2.1.2 Provide 24 hours per day, 7 days per week access to Cisco's Technical Assistance Center (TAC). Cisco will respond to the Customer within one (1) hour for all calls received during Standard Business Hours and for Priority 1 and 2 calls received outside Standard Business Hours. For Priority 3 and 4 calls received outside Standard Business Hours, Cisco will respond no later than the next business day. 2.1.3 Manage the Problem Prioritization and Escalation Guideline described in Appendix B. 2.1.4 Generate work-around solutions to reported Software problems using reasonable commercial efforts or implement a patch to the Software. For a Software patch, Cisco will provide a Maintenance Release to the Customer for the Software experiencing the problem, as follows: (a) via download from CCO (as available), and/or (b) shipment of Software media via express transportation (freight and insurance charges included). Requests for alternate carriers will be at Customer's expense. 2.1.5 Support any release of Software (except ICSG Software) for a period of thirty-six (36) months from the date of first commercial shipment of that release, meaning that for that time period, errors in that release will be corrected either by means of a patch or correction to that release, or in a subsequent release. Support the most current Major Release and the immediately preceding Major Release of ICSG Software, and all Minor Releases released subsequent thereto, meaning that errors in such releases will be corrected either by means of a patch or correction to such releases, or in a subsequent release. Notwithstanding the foregoing, in the event that Cisco no longer makes an ICSG Software program commercially available for sale to its customers, then Cisco shall provide Support for the last Major Release and the immediately preceding Major Release for two (2) years following the date Cisco withdraws such ICSG Software from commercial availability.