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Maintenance and Support. Maintenance and Support services, which include incident escalation, access to a web support portal, and software updates, are available in connection with certain volume purchases. Maintenance and Support Services may be optional or mandatory depending on specific commercial terms as required by Nuance, and in all cases require an additional charge. If separately purchased, additional applicable maintenance and support terms and conditions shall be provided upon written request and if provided shall be considered as having been added to this Section 1.", "hash": "2db784b2be9c0db62a63790405f1158d", "id": 2}, {"snippet_links": [{"key": "the-software", "type": "clause", "offset": [53, 65]}, {"key": "current-software", "type": "definition", "offset": [150, 166]}, {"key": "maintenance-and-support-agreement", "type": "clause", "offset": [167, 200]}, {"key": "available-at", "type": "definition", "offset": [202, 214]}, {"key": "subject-to", "type": "clause", "offset": [416, 426]}, {"key": "payment-of", "type": "definition", "offset": [432, 442]}, {"key": "standard-rates", "type": "clause", "offset": [464, 478]}, {"key": "liability-to-you", "type": "clause", "offset": [525, 541]}, {"key": "related-to", "type": "clause", "offset": [558, 568]}, {"key": "cessation-of", "type": "clause", "offset": [574, 586]}, {"key": "failure-to", "type": "clause", "offset": [639, 649]}, {"key": "to-reinstate", "type": "clause", "offset": [723, 735]}, {"key": "expiration-of-the", "type": "clause", "offset": [779, 796]}, {"key": "reinstatement-fee", "type": "definition", "offset": [870, 887]}, {"key": "equal-to", "type": "definition", "offset": [888, 896]}, {"key": "sum-of", "type": "clause", "offset": [901, 907]}, {"key": "the-current", "type": "clause", "offset": [908, 919]}, {"key": "maintenance-and-support-fees", "type": "clause", "offset": [936, 964]}, {"key": "fees-from", "type": "clause", "offset": [1010, 1019]}, {"key": "date-of-expiration", "type": "clause", "offset": [1024, 1042]}, {"key": "date-of-reinstatement", "type": "definition", "offset": [1050, 1071]}, {"key": "new-releases", "type": "clause", "offset": [1203, 1215]}, {"key": "your-software", "type": "definition", "offset": [1248, 1261]}, {"key": "supported-version", "type": "definition", "offset": [1296, 1313]}, {"key": "renewal-terms", "type": "clause", "offset": [1390, 1403]}, {"key": "amount-not-to-exceed", "type": "clause", "offset": [1410, 1430]}, {"key": "prior-year", "type": "clause", "offset": [1441, 1451]}, {"key": "term-fee", "type": "clause", "offset": [1452, 1460]}, {"key": "provided-that", "type": "clause", "offset": [1462, 1475]}, {"key": "associated-with", "type": "definition", "offset": [1486, 1501]}, {"key": "license-purchases", "type": "clause", "offset": [1522, 1539]}, {"key": "for-the-purpose-of", "type": "definition", "offset": [1584, 1602]}, {"key": "calculation-of", "type": "clause", "offset": [1603, 1617]}, {"key": "annual-increase", "type": "definition", "offset": [1623, 1638]}], "samples": [{"hash": "3qpZPw5KtOH", "uri": "/contracts/3qpZPw5KtOH#software-maintenance-and-support", "label": "End User License Agreement", "score": 24.3716640472, "published": true}, {"hash": "dQkSRDGPwzl", "uri": "/contracts/dQkSRDGPwzl#software-maintenance-and-support", "label": "End User License Agreement", "score": 24.3661880493, "published": true}, {"hash": "8tRAv5KD3ZP", "uri": "/contracts/8tRAv5KD3ZP#software-maintenance-and-support", "label": "End User License Agreement", "score": 24.1827507019, "published": true}], "size": 22, "snippet": "If You purchase Software Maintenance and Support for the Software, the Software Maintenance and Support will be provided as described in Kofax\u2019s then current Software Maintenance and Support Agreement, available at \u2587\u2587\u2587\u2587://\u2587\u2587\u2587.\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587/legal/SMSA, and which is incorporated herein by this reference. If You are active and current on Software Maintenance and Support, You may request reconfigurations of the Software subject to Your payment of Kofax\u2019s then current standard rates for such reconfigurations. Kofax will have no liability to You arising from or related to Your cessation of Software Maintenance and Support, whether from Your failure to timely renew Software Maintenance and Support or otherwise. If You elect to reinstate Software Maintenance and Support following expiration of the Software Maintenance and Support for whatever reason, You will (a) pay a reinstatement fee equal to the sum of the current annual Software Maintenance and Support fees, any unpaid Software Maintenance and Support fees from the date of expiration to the date of reinstatement, and an amount equal to one additional year of Software Maintenance and Support fees, and (b) apply all upgrades, enhancements and new releases to the Software needed to bring Your Software current with Kofax\u2019s most current supported version of the Software. Software Maintenance and Support pricing will increase for renewal terms by an amount not to exceed 5% of the prior year term fee, provided that increases associated with additional software license purchases, if any, will be incorporated into the base for the purpose of calculation of each annual increase.", "hash": "1d5aaa3e5fa4d5bc65b219c24ad247e9", "id": 1}, {"snippet_links": [{"key": "company-agrees", "type": "clause", "offset": [0, 14]}, {"key": "next-generation", "type": "definition", "offset": [120, 135]}, {"key": "operating-system", "type": "definition", "offset": [136, 152]}, {"key": "maintenance-services", "type": "clause", "offset": [192, 212]}, {"key": "good-working-order", "type": "definition", "offset": [247, 265]}, {"key": "free-from-defects", "type": "clause", "offset": [270, 287]}, {"key": "the-warranties", "type": "clause", "offset": [377, 391]}, {"key": "no-additional-cost", "type": "clause", "offset": [426, 444]}, {"key": "minor-enhancements", "type": "clause", "offset": [460, 478]}, {"key": "modifications-to-the-software", "type": "clause", "offset": [528, 557]}, {"key": "reasonably-necessary", "type": "clause", "offset": [595, 615]}, {"key": "written-consultation", "type": "clause", "offset": [629, 649]}, {"key": "requested-by", "type": "clause", "offset": [650, 662]}, {"key": "in-connection-with", "type": "clause", "offset": [676, 694]}, {"key": "operation-of", "type": "clause", "offset": [707, 719]}, {"key": "products-and-equipment", "type": "clause", "offset": [720, 742]}, {"key": "hours-of", "type": "clause", "offset": [775, 783]}, {"key": "central-standard-time", "type": "clause", "offset": [799, 820]}, {"key": "monday-through-friday", "type": "clause", "offset": [822, 843]}], "samples": [{"hash": "fcfFdsFG5dS", "uri": "/contracts/fcfFdsFG5dS#software-maintenance-and-support", "label": "Master Purchasing Agreement", "score": 31.6045627594, "published": true}, {"hash": "5ItwwJOmHUg", "uri": "/contracts/5ItwwJOmHUg#software-maintenance-and-support", "label": "Master Purchasing Agreement", "score": 31.6045627594, "published": true}, {"hash": "3dADl292n1h", "uri": "/contracts/3dADl292n1h#software-maintenance-and-support", "label": "Master Purchasing Agreement", "score": 31.6045627594, "published": true}], "size": 10, "snippet": "Company agrees, at a minimum, to: (a) maintain the Software and to support all updated, new, replacement, follow on, or next generation operating system Versions and releases, (b) provide all maintenance services necessary to keep the Software in good working order and free from defects, (c) provide all maintenance services necessary to keep the Software in conformance with the warranties set forth herein, (d) provide, at no additional cost, all major and minor enhancements, Versions, releases, Updates, Upgrades and other modifications to the Software, and (e) provide to Saint Luke\u2019s all reasonably necessary telephone or written consultation requested by Saint Luke\u2019s in connection with its use and operation of Products and Equipment containing Software between the hours of a.m. and p.m., Central Standard Time, Monday through Friday.", "hash": "0ddd113322198dbd4d3ccf2cb7aa61be", "id": 3}, {"snippet_links": [{"key": "to-provide", "type": "definition", "offset": [9, 19]}, {"key": "maintenance-agreements", "type": "clause", "offset": [73, 95]}, {"key": "software-upgrades", "type": "clause", "offset": [97, 114]}, {"key": "annual-updates", "type": "clause", "offset": [116, 130]}, {"key": "patches-and-fixes", "type": "clause", "offset": [132, 149]}, {"key": "the-software", "type": "clause", "offset": [191, 203]}, {"key": "working-order", "type": "definition", "offset": [207, 220]}, {"key": "maintenance-plan", "type": "clause", "offset": [322, 338]}, {"key": "will-provide", "type": "clause", "offset": [349, 361]}, {"key": "this-agreement", "type": "clause", "offset": [425, 439]}, {"key": "current-agreements", "type": "definition", "offset": [476, 494]}], "samples": [{"hash": "exVUZG6afdl", "uri": "/contracts/exVUZG6afdl#software-maintenance-and-support", "label": "Software Value Added Reseller Services Master Price Agreement", "score": 26.1171550751, "published": true}, {"hash": "dTqzl7txU5N", "uri": "/contracts/dTqzl7txU5N#software-maintenance-and-support", "label": "Software Value Added Reseller Services Master Price Agreement", "score": 25.6299037933, "published": true}, {"hash": "58ibVpD9hFj", "uri": "/contracts/58ibVpD9hFj#software-maintenance-and-support", "label": "Software Value Added Reseller Services Master Price Agreement", "score": 25.6299037933, "published": true}], "size": 9, "snippet": "Reseller to provide needed services to support maintenance products such maintenance agreements, software upgrades, annual updates, patches and fixes needed to improve functionality and keep the software in working order. Such services may include providing recommendations on most cost-effective or appropriate long-term maintenance plan. Reseller will provide such support, not only to maintenance packages purchases under this agreement, but in support of any existing and current agreements.", "hash": "0578d5c9ee9dbb4106cbdb3407e2a497", "id": 4}, {"snippet_links": [{"key": "provisions-of-this-agreement", "type": "clause", "offset": [20, 48]}, {"key": "telephone-support", "type": "clause", "offset": [74, 91]}, {"key": "purchased-software", "type": "definition", "offset": [100, 118]}, {"key": "by-licensor", "type": "clause", "offset": [162, 173]}, {"key": "warranty-period", "type": "clause", "offset": [247, 262]}, {"key": "individual-consultation", "type": "clause", "offset": [291, 314]}, {"key": "covered-by", "type": "definition", "offset": [341, 351]}, {"key": "the-agreement", "type": "clause", "offset": [352, 365]}, {"key": "scope-of-this", "type": "clause", "offset": [411, 424]}, {"key": "individual-support", "type": "clause", "offset": [425, 443]}, {"key": "business-hours", "type": "definition", "offset": [467, 481]}, {"key": "answer-questions", "type": "clause", "offset": [508, 524]}, {"key": "related-to", "type": "clause", "offset": [527, 537]}, {"key": "specific-use", "type": "definition", "offset": [540, 552]}, {"key": "supported-software", "type": "definition", "offset": [574, 592]}, {"key": "application-documentation", "type": "definition", "offset": [597, 622]}, {"key": "the-program", "type": "clause", "offset": [635, 646]}, {"key": "use-cases", "type": "definition", "offset": [769, 778]}, {"key": "the-problem", "type": "clause", "offset": [907, 918]}, {"key": "general-instruction", "type": "clause", "offset": [922, 941]}, {"key": "supported-products", "type": "definition", "offset": [1120, 1138]}, {"key": "system-environment", "type": "clause", "offset": [1161, 1179]}], "samples": [{"hash": "dh1eSbblRu7", "uri": "/contracts/dh1eSbblRu7#software-maintenance-and-support", "label": "Evergreen Care and Maintenance Agreement", "score": 21.9055175781, "published": true}, {"hash": "jtgXDuaHJuR", "uri": "/contracts/jtgXDuaHJuR#software-maintenance-and-support", "label": "Care and Maintenance Agreement", "score": 17.9534568787, "published": true}], "size": 3, "snippet": "Irrespective of the provisions of this Agreement, Licensee is entitled to telephone support for the purchased software, provided this has not yet been terminated by Licensor. However, Licensor always receives support during the two-year statutory warranty period. Telephone support includes individual consultation for the software products covered by the Agreement, provided by mediCAD Hectec GmbH. Within the scope of this individual support and during its general business hours, mediCAD Hectec GmbH will answer questions \u2013 related to a specific use case \u2013 regarding the supported software and application documentation, as well as the program sequence and use of the supported software. The goal of this support is to enable Licensor to properly perform individual use cases as well as to independently resolve problems or find workarounds. This does not necessarily include, however, any resolution to the problem or general instruction or training in how to use the supported software. Support can therefore only be made use of by Licensees who have the appropriate qualifications and who have experience with the supported products and the corresponding system environment.", "hash": "e80b48e0a608d7f5887499050e890c47", "id": 7}, {"snippet_links": [{"key": "vendor-shall", "type": "clause", "offset": [15, 27]}, {"key": "responsible-for", "type": "clause", "offset": [38, 53]}, {"key": "the-board", "type": "clause", "offset": [90, 99]}, {"key": "the-services", "type": "definition", "offset": [146, 158]}, {"key": "in-the-agreement", "type": "clause", "offset": [183, 199]}], "samples": [{"hash": "gmR8kZ5qPs7", "uri": "/contracts/gmR8kZ5qPs7#software-maintenance-and-support", "label": "Services Agreement", "score": 34.8037986755, "published": true}, {"hash": "6fAsTqVZ1Lk", "uri": "/contracts/6fAsTqVZ1Lk#software-maintenance-and-support", "label": "Student Transportation Consulting Services Agreement", "score": 34.328453064, "published": true}, {"hash": "cEA487ShJZj", "uri": 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"been-agreed", "type": "clause", "offset": [3183, 3194]}], "samples": [{"hash": "kWzcwWHvKrm", "uri": "/contracts/kWzcwWHvKrm#software-maintenance-and-support", "label": "SDK License Agreement", "score": 22.8179321289, "published": true}], "size": 3, "snippet": "During the time Developer\u2019s license granted under this Agreement is in force, and subject to the payment of any applicable support and maintenance fees under the Pricing Policy, the Developer is entitled to technical support and maintenance as stated herein. Maintenance services under this Section 3 shall include work for creation of routine corrections or workarounds to the SDK in cases where the error causes the SDK to be unusable or unavailable, and where the SDK is not functioning as designed and the performance or quality of the SDK is significantly downgraded, severely impacting its functionality or usability, provided that the error can be reproduced within the SDK running in standard operating system conditions. Exaget will provide to Developer access to New Releases and related documentation changes, when and if Exaget, in its sole discretion, introduces such New Releases. All New Releases shall be offered to the Developer without a separate charge during the time this Agreement is in force. Developer acknowledges and agrees that Exaget may from time to time, in its sole discretion, release and make available to Developer such upgrades or updates to the SDK and App Libraries which the Developer must install and/or apply to its systems, software and/or application program in order for the Developer\u2019s End-User Application to function properly with Exaget\u2019s Ad Placement Service (\u201cMandatory Update\u201d). For the sake of clarity, introduction of any Mandatory Updates may require that Developer releases to its customers updates to or updated versions of its application programs. Exaget shall notify Developer of any Mandatory Update, at a minimum, 90 days before the date on which the Ad Placement Service will, without the introduction of the Mandatory Update, cease to function properly with the SDK and Developer\u2019s application program. The installation and/or introduction of any Mandatory Updates shall be performed by the Developer. Support shall be available to the Developer by using a designated support request web form on the Exaget website (\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587) (\u201cSupport Request\u201d). Support provided to Developer by Exaget under this Section is strictly limited to (i) advice in questions regarding the installation and operational use of the SDK, (ii) advice and assistance in identifying causes of errors in the software included in the SDK, where reasonably possible for Exaget, and (iii) workarounds to such identified errors, where reasonably available to Exaget. The support does not include a promise or guarantee that the issue raised by the Developer can be solved. For the avoidance of doubt it is expressly stated that the support service provided to Developer under this Agreement shall not include any kind of training, system administration, network administration, desktop support, server support or consulting service, or any services of similar nature. Support provided to Developer by Exaget under this Section shall be limited to the amount of Support Requests and/or hours of support specified in the Pricing Policy. Requests in excess of this amount shall be charged per hour applying Exaget\u2019s standard pricing. If no such amount has been agreed upon or specified in the Pricing Policy, all support under this Agreement shall be charged per hour applying Exaget\u2019s standard pricing.", "hash": "bddfb9288117a04365a0cdd497fef5d2", "id": 8}, {"snippet_links": [{"key": "one-year", "type": "definition", "offset": [37, 45]}, {"key": "date-of-purchase", "type": "clause", "offset": [51, 67]}, {"key": "to-licensee", "type": "definition", "offset": [99, 110]}, {"key": "updated-version", "type": "definition", "offset": [133, 148]}, {"key": "by-licensor", "type": "clause", "offset": [176, 187]}, {"key": "telephone-technical-support", "type": "definition", "offset": [225, 252]}, {"key": "directly-related-to", "type": "definition", "offset": [253, 272]}, {"key": "modifications-to-the-software", "type": "clause", "offset": [339, 368]}, {"key": "use-of-the-software", "type": "clause", "offset": [436, 455]}, {"key": "licensee-may", "type": "clause", "offset": [632, 644]}, {"key": "software-support-and-maintenance", "type": "clause", "offset": [674, 706]}, {"key": "support-and-maintenance-obligations", "type": "clause", "offset": [770, 805]}, {"key": "at-the-end-of-the", "type": "clause", "offset": [817, 834]}, {"key": "support-period", "type": "definition", "offset": [835, 849]}], "samples": [{"hash": "hxCQGJzu8Zb", "uri": "/contracts/hxCQGJzu8Zb#software-maintenance-and-support", "label": "End User License Agreement", "score": 29.1036243439, "published": true}, {"hash": "dEYGgUR6kbm", "uri": "/contracts/dEYGgUR6kbm#software-maintenance-and-support", "label": "End User License Agreement", "score": 29.1036243439, "published": true}, {"hash": "cOjyYT8sYmZ", "uri": "/contracts/cOjyYT8sYmZ#software-maintenance-and-support", "label": "End User License Agreement", "score": 29.1036243439, "published": true}], "size": 5, "snippet": "a) Unless agreed upon otherwise, for one year from date of purchase, Licensor shall make available to Licensee any new, corrected or updated version of the Software as created by Licensor.\nb) Licensor shall provide email and telephone technical support directly related to issues concerning Software.\nc) Such enhancement shall include all modifications to the Software which increase the speed, efficiency, improve security, or ease of use of the Software, or add additional capabilities or functionality to the Software.\nd) Enhancements may not include any substantially new, add-on packs, or rewritten version of the Software.\ne) Licensee may purchase additional years of software support and maintenance at Licensee\u2019s request.\nf) Unless extended, Licensor\u2019s Software support and maintenance obligations terminates at the end of the support period.", "hash": "6c26a4e1e94bc14f7a9707447d868646", "id": 6}, {"snippet_links": [{"key": "maintenance-and-support", "type": "clause", "offset": [0, 23]}, {"key": "to-licensee", "type": "definition", "offset": [42, 53]}, {"key": "the-software", "type": "clause", "offset": [58, 70]}, {"key": "maintenance-payments", "type": "definition", "offset": [101, 121]}, {"key": "licensor-and-licensee", "type": "clause", "offset": [127, 148]}, {"key": "licensor-reserves", "type": "clause", "offset": [210, 227]}, {"key": "right-to", "type": "definition", "offset": [232, 240]}, {"key": "annual-maintenance-fee", "type": "clause", "offset": [254, 276]}, {"key": "applicable-to", "type": "clause", "offset": [277, 290]}, {"key": "amount-not-to-exceed", "type": "clause", "offset": [310, 330]}, {"key": "five-percent", "type": "clause", "offset": [331, 343]}, {"key": "per-year", "type": "definition", "offset": [349, 357]}], "samples": [{"hash": "dJTDbFf9xFz", "uri": "/contracts/dJTDbFf9xFz#software-maintenance-and-support", "label": "Smartcrypt Agreement", "score": 30.1893424988, "published": true}, {"hash": "f8M61Ba1ymV", "uri": "/contracts/f8M61Ba1ymV#software-maintenance-and-support", "label": "Smartcrypt Agreement", "score": 28.722114563, "published": true}], "size": 2, "snippet": "Maintenance and Support will be available to Licensee for the Software if Licensee is current on all maintenance payments with Licensor and Licensee is running a currently supported version(s) of the Software. Licensor reserves the right to increase the annual maintenance fee applicable to the Software by an amount not to exceed five percent (5%) per year.", "hash": "98c4435db000ed3d1beb8565c5966646", "id": 10}, {"snippet_links": [{"key": "will-provide", "type": "clause", "offset": [42, 54]}, {"key": "the-software", "type": "clause", "offset": [90, 102]}, {"key": "statement-of-work", "type": "definition", "offset": [134, 151]}, {"key": "sales-order", "type": "definition", "offset": [155, 166]}, {"key": "term-of-the", "type": "clause", "offset": [180, 191]}, {"key": "day-of", "type": "clause", "offset": [254, 260]}, {"key": "following-the", "type": "definition", "offset": [271, 284]}, {"key": "invoice-date", "type": "clause", "offset": [285, 297]}, {"key": "associated-software", "type": "definition", "offset": [306, 325]}, {"key": "client-will", "type": "clause", "offset": [327, 338]}, {"key": "the-fees", "type": "clause", "offset": [347, 355]}, {"key": "the-sales", "type": "definition", "offset": [412, 421]}], "samples": [{"hash": "a5Yuo6E9ptk", "uri": "/contracts/a5Yuo6E9ptk#software-maintenance-and-support", "label": "Software Subscription License Agreement", "score": 24.64818573, "published": true}, {"hash": "9IHZZpGL8EA", "uri": "/contracts/9IHZZpGL8EA#software-maintenance-and-support", "label": "Software License & Service Agreement", "score": 24.64818573, "published": true}], "size": 2, "snippet": "3.1. Software Maintenance and Support RPI will provide Client maintenance and support for the Software as described in the associated Statement of Work or sales order. The initial term of the Software Maintenance and Support will commence upon the first day of the month following the invoice date for the associated Software. 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Typically, this includes providing updates, bug fixes, and technical assistance for a specified period, and may outline response times, support channels, and any limitations on the scope of support. Its core function is to ensure that the software remains functional and up-to-date, addressing issues that arise post-deployment and providing assurance to the client that help will be available if problems occur."}, "json": true, "cursor": ""}}