Software Maintenance Support Clause Samples
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Software Maintenance Support a) After acceptance of any Deliverable by the Department and subject to the terms, conditions and charges set forth in this Agreement, Contractor represents and warrants that maintenance and support services for any Deliverable shall be provided to the Department as follows:
1. Contractor shall provide such reasonable and competent assistance as necessary to cause the Deliverable to perform in accordance with applicable portions of the Specifications;
2. Contractor shall provide Improvements which may be available to Contractor to any Deliverable; and
3. Contractor shall update any Deliverable, if and as required, to cause it to operate under new versions or releases of the operating system(s) specified in the Deliverables Document.
b) Maintenance and support services shall be provided by the Contractor on an annual basis. Contractor shall provide Department written notice of renewal not less than insert of days (#) days prior to the expiration date of the then current maintenance and support period. Maintenance and support shall automatically renew for successive twelve (12) month periods unless thirty (30) days prior written notice of termination is provided to the Contractor by the Department before the end of the then current term of maintenance and support services.
c) Contractor shall maintain sufficient and competent Deliverable support services staff to satisfy the Contractor obligations specified herein for any Deliverable.
d) Contractor shall have full and free access to any Deliverable to provide required services thereon, subject to the State’s access policies.
e) If any Deliverable becomes not usable due to the computer manufacturer's release and the installation of (1) a new PU operating system or (2) an updated version of the present PU operating system or (3) a change to the present PU operating system and the Contractor is unable to provide changes to the Deliverable to cause it to operate according to Specifications within thirty (30) days of written notification by the Department to Contractor of such failure to operate, any such Deliverable so affected shall have its paid maintenance and support period, periodic-payment license period or limited term license period extended an additional period of time equal to the period of time the Deliverable was not usable. If, after the expiration of thirty (30) days from the date of said notification, the Deliverable remains not usable, then the applicable license may be terminated at the option o...
Software Maintenance Support. Customers with active software maintenance and support have access to a full range of technical support services: ImageSoft will correct issues arising from code developed by ImageSoft.
Software Maintenance Support. Software Maintenance Support is also provided through the TAC. Software Maintenance includes patch releases of software to correct reported problems, maintenance releases, upgrades to system base software in new releases and other software updates that are made generally available at no additional charge from time to time. Software maintenance releases will be made available via magnetic media or remote download, as appropriate. Major releases are anticipated to be made by Corvis once per year. New software features and functionality offered in major new releases, if priced separately, are not included in Software Maintenance Support. Additionally, any incremental hardware required to support additional software is priced separately. In addition to software patches and maintenance releases, Corvis will provide Customer with revision releases, including installation, verification, and uninstall procedures, and other documentation, pertaining to problem status, code corrections, work-around procedures and known limitations of Corvis products. In addition to the individual software releases referred to above, Corvis will from time to time make available to Customer, subject to the applicable license fees, "Baseline Package Releases" consisting of groups of Corvis' software Products. Notwithstanding anything to the contrary in the Agreement, Corvis will only be obligated to provide support for the current and two (2) immediately preceding Baseline Package Releases made available by Corvis. Corvis' obligation to support any version of Third Party Software will be subject to the continuing availability of support from the third party vendor for such version. Corvis will not be obligated to provide services to correct any error or defect in any Corvis Product that can be corrected by Customer's installation of a more recent software release available from Corvis.
Software Maintenance Support. Software Maintenance Support will be provided to the Customer during the hours of 8:00 a.m. to 5:00 p.m. Central Standard Time, Monday through Friday, excluding PPM-observed holidays. Software Maintenance Support will include and be limited to the following for all Software Products and/or Third Party Software listed on the Quote:
(a) Unlimited support (standard business hours).
(b) 24 x 7 access to Solution Knowledge Base, an on-line self-help tool (not available for J5 Products).
(c) The ability to perform Web queries, submit updates, and obtain status of service requests 24 x 7.
(d) Software Upgrades, fixes and service packs and how to obtain them, if available. Software Maintenance Support is limited to specific Software Products and/or Third Party Software as shown on the Quote covered under this Agreement functioning on the appropriate PPM supported operating system. Any Upgrades furnished hereunder shall be governed by the then current PPM software license agreement or relevant third party license agreement, if applicable, which shall supersede any software license agreement associated with prior releases of the Software Products or Third Party Software. Upgrades are shipped upon Customer request. Software Maintenance Support may not be available for all Software Products.
Software Maintenance Support. Software Maintenance Support will be provided to Lessee during the hours of 8:00 a.m. to 5:00 p.m. local business time, Monday through Friday, excluding Lessor- observed holidays. Software Maintenance Support will include and be limited to the following for all Software Products provided under this Agreement and functioning on the appropriate Lessor support operating system:
(a) Unlimited support via Customer Response System (standard business hours). (b) 24 x 7 access to Solution Knowledge Base, an on-line self-help tool.
Software Maintenance Support. Software maintenance support remotely provides for the routine maintenance, and upgrade of the firmware and software associated with an Aviat Networks solution set as it becomes required from time-to-time as recommended by the manufacturer. This support service will ensure that the latest mandatory releases are available for BAYRICS JPA to implement within the network (class 1 maintenance releases, normally addressing software bugs or performance improvement issues). It is important to note that Aviat Networks does not support products where the operating software is more than two (2) major revisions behind the current production release. Aviat Networks will perform the upgrades remotely during a pre-planned maintenance window.
Software Maintenance Support. Pitney ▇▇▇▇▇ Customer Support is available at a toll-free Pitney ▇▇▇▇▇ customer support number and internet during normal operating hours, which are from 7 a.m. to 7 p.m. Central Time, Monday through Friday, excluding PBI-observed U.S. holidays, except as otherwise noted in the related SOW (“Normal Operating Hours”). You may request service by contacting Pitney Bowes by telephone or you may place a request via Pitney Bowes’ website ▇▇▇.▇▇.▇▇▇.
(a) During Maintenance Support, Pitney ▇▇▇▇▇ shall use commercially reasonable efforts to respond to issues identified by Licensee within a commercially reasonable time. The determination and classification of reported issues by Licensee shall be made by ▇▇▇▇▇▇ ▇▇▇▇▇’▇ Customer Service Department (“CSD”). ▇▇▇▇▇▇ ▇▇▇▇▇’▇ CSD shall evaluate and identify each issue and assign it an appropriate severity level. In the absence of unusual circumstances, issues with a greater severity level shall be treated with a higher priority level than those with a lesser severity level. Pitney Bowes currently classifies severity levels and responds as follows: Severity Level 1: Primary functionality of the Pitney ▇▇▇▇▇ Software has been lost and there is no work-around. Until the severity level is reduced or the problem is resolved, Pitney ▇▇▇▇▇ CSD will work continuously during Normal Operating Hours (as defined below) to develop a plan to resolve the problem and, thereafter, will assign appropriate resources to implement plan. Pitney ▇▇▇▇▇ CSD will provide status updates to Licensee regularly, which shall be no less frequently than daily at end of day. Severity Level 2: Same as Severity Level 1, except there is a reasonable work-around. Severity Level 3: Use of the Pitney ▇▇▇▇▇ Software is impaired and there is a work-around. Until the severity level is reduced or the problem is resolved, Pitney ▇▇▇▇▇ CSD will work during Normal Operating Hours to develop a plan to resolve the problem and, thereafter, will assign appropriate resources to implement plan. Pitney ▇▇▇▇▇ CSD will provide status updates to Licensee no less frequently than weekly. Rev 5/15 page 1 of 4
Software Maintenance Support. Software Maintenance Support is also provided through the TAC. Software Maintenance includes patch releases of software to correct reported problems, maintenance releases, upgrades to system base software in new releases and other software updates that are made generally available at no additional charge from time to time. Software maintenance releases will be made available via magnetic media or remote download, as appropriate. Major releases are anticipated to be made by Corvis [*]. New software features and functionality offered in major new releases, if priced separately, are not included in Software Maintenance Support. Additionally, any incremental hardware required to support additional software is priced separately. Confidential materials omitted and filed separately with the Securities and Exchange Commission. Asterisks denote omissions. In addition to software patches and maintenance releases, Corvis will provide Customer with revision releases, including installation, verification, and uninstall procedures, and other documentation, pertaining to problem status, code corrections, work-around procedures and known limitations of Corvis products. In addition to the individual software releases referred to above, Corvis will from time to time make available to Customer, subject to the applicable license fees, "Baseline Package Releases" consisting of groups of Corvis' software Products. Notwithstanding anything to the contrary in the Agreement, Corvis will only be obligated to provide support for the current and [*] Baseline Package Releases made available by Corvis. Corvis' obligation to support any version of Third Party Software will be subject to the continuing availability of support from the third party vendor for such version. Corvis will not be obligated to provide services to correct any error or defect in any Corvis Product that can be corrected by Customer's installation of a more recent software release available from Corvis.
Software Maintenance Support. 1. The one (1) year subscription for access to the Dynamic Works courses described above includes:
a. Access to Dynamic Works to issue licenses;
b. Access to online reports;
c. Access to Dynamic Works Learning Management System (LMS) available 24 hours per day, 7 days per week through ▇▇▇▇://▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇/.
d. Consultation and technical assistance beginning on the agreement start date;
e. Training of MCWDB staff within 30 days of the agreement start date; and
f. Replication of the cloud-based Dynamic Works LMS to a redundant site to assure maximum reliability and availability.
Software Maintenance Support. 3.1 The client-enterprise is entitled to reasonable telephone and / or email support from our support team and / or development staff as may be necessary.
3.2 At IES our goal is to provide our client-enterprises with the highest quality software. We are always working hard to incrementally improve our software. To this end we invite our client-enterprises to provide feedback on our software including, but not limited to, any defects, perceived deficiencies, suggestions for improvement or for extending our software and for the development of new systems.
3.3 We are particularly receptive to suggestions that will benefit our whole client base. We are always looking for ways to implement suggestions in ways that not only resolve a single issue but ideally resolve a whole class of issues for our entire client- base.
3.4 Our software includes an Issue Management System where client-enterprises can record any issues and be notified when any issues have been resolved.
3.5 In its sole discretion IES will consider suggestions and either agree or disagree to their implementation. In its sole discretion IES will prioritise suggestions to best balance the needs of our client base.