Software Support Services Sample Clauses
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Software Support Services. 6.1 The Software Support Services shall comprise:
6.1.1 a telephone helpdesk to provide first line fault support;
6.1.2 remote diagnosis and where possible, correct of faults using software management software; and
6.1.3 second line onsite technical support (the number of hours in any month being dependent on the service level chosen by the Customer).
6.2 If additional on-site support is required in any month it may be provided by the Supplier at its option at its then standard rates (as varied from time to time).
6.3 The Supplier will from time to time provide Support Releases or updated versions of the Software. Where a Non-Critical Fault is to be corrected in a forthcoming Support Release, then for a reasonable period before the issue of such Support Release, the Supplier may decline to provide assistance in respect of that Non-Critical Fault.
Software Support Services. The Supplier must supply to the Customer the Software Support Services for the Support Service Period in accordance with the Customer Agreement.
Software Support Services. If applicable for the products designated in this Agreement, for a period of [***] from the date of this Agreement, and on the condition that Customer continues to license the newest Software releases (or additional features or functionality in existing Software releases) from Supplier no later than [***] from the date they are first made available by Supplier and [***], Supplier shall provide support services for the Software licensed to Customer under this Agreement on terms and conditions (including pricing) which are no less favorable than Supplier's offerings of support services for the same or similar software to Supplier's other customers, taking into account local costs, and other local conditions. In the event that Supplier ceases to make new Software releases (or additional features or functionality in existing Software releases) available to Customer, then Supplier shall for a period of [***] from the date of the Supplier's last Software release to Customer, continue to provide support services for the last Software release licensed to Customer under this Agreement on terms and conditions (including pricing) which are no less favorable than Supplier's offerings of support services for the same or similar software to Supplier's other customers in U.S., taking into account local costs, other local conditions.
Software Support Services. If Seller provides Software as part of the Goods, then both during and following the expiration of the Software Warranty Period, Seller shall provide the following support services for Buyer and Buyer’s Customers with respect to the Software. The support services shall be provided at no additional charge, unless otherwise agreed in writing. Seller agrees to: (a) correct any failure of the Software to perform in accordance with the Software Specifications, including without limitation, defect repair, programming corrections, and remedial programming, and provide such services and repairs required to maintain the Software so that it operates properly and in accordance with the Software Specifications; (b) provide telephone support for the Software Monday through Friday, 8:00 AM to 9:00 PM EST; (c) provide online access to technical support bulletins and other user support information and forums; (d) respond to Priority One Issues (as defined below) within thirty (30) minutes of Buyer’s service request and initiate work on such issues within two (2) hours thereafter, regardless of time of day or day of week. “Priority One Issues” involve substantial failure of the Software, or those which are critical to the User’s operations. Seller shall initiate work on all other support issues within four (4) hours from receipt of a service request. In the event Seller fails to achieve the foregoing response times, Seller shall issue to the User a credit in the amount of $250.00 for each (i) additional thirty (30) minutes, in the case of call response time; and (ii) additional hour, in the case of repair initiation time; and (e) provide all updates, modification, bug fixes and releases that Seller provides to its customers generally at no additional charge, or if applicable, in exchange for the support fees to be paid to Seller as mutually agreed to by the Buyer’s Customers.
Software Support Services. Software Support Services will consist of assisting the Customer in the use of software for purposes of election administration, including functions related to pre-election and post-election testing and general operation of the Verity system. Assistance is available via phone and email through the ▇▇▇▇ Customer Support Center. See Exhibit B for ▇▇▇▇ Customer Support contact information and hours. Software Support Services may consist of periodic updates to ▇▇▇▇ Proprietary Software, at ▇▇▇▇’▇ discretion. Because not all errors or defects can or need to be corrected, ▇▇▇▇ does not warrant that all errors or defects will be corrected. Software errors or defects must be reported in writing and be accompanied with sufficient detail to enable ▇▇▇▇ staff to reproduce the error and provide a remedy or suitable corrective action. The exclusions from warranty coverage under Section 9.5 also are exclusions from Software Support Services under this Section. There may be consumable, shipping and on-site service charges for update releases of software and there may be feature charges for update or enhancement releases of software.
Software Support Services. 6.1. Customers that have purchased a perpetual license of Licensed Products under this Master Agreement may elect to purchase Support Services for those licenses. Customers that have purchased Subscriptions of Licensed Products will have Support Services included in the Subscription Fees.
6.2. Upon payment of Support Fees specified in the Order Form or Quotation, or if Support Services are included in the Subscription, Open iT will provide Customer with such Support Services in accordance with provisions in Attachment 1, Section 1 of this Master Agreement (Standard Procedures for Open iT Support Services).
6.3. Open iT will also provide Customer with periodic Updates to the Deliverables without additional charge to Customer where Support Services are included in the Deliverables. Updates may include (a) new releases or version updates generally made available on an annual basis near the end of the calendar year; and (b) maintenance releases generally made available periodically throughout the calendar year. Open iT reserves the right to charge Customer for Updates which constitute upgrades to the Deliverables hereunder which include additional or enhanced functionality from the Deliverables purchased hereunder if Customer is notified of such chargeable Updates and provided its acceptance in writing. Customer may only obtain Updates for the specific Deliverables for which Customer has paid the relevant Fees.
6.4. Support Services do not include installation, consulting, configuration, training, customization or managed services, or additional deliverables that Open iT may provide in addition to the Deliverables offered under the Agreement.
6.5. Support Services will be rendered from the Product Effective Date for the Duration, or to the Renewal Date specified in the Order Form or Quotation.
6.6. If support is not included in the Product, Support Services purchased by Customer shall be renewable on an annual basis. Open iT shall provide Customer with the renewal Order Form or Quotation no less than ninety (90) days prior to the end of the then current Duration for the Support Services. If Customer does not notify Open iT in writing of its intention to renew the Support Services at least thirty (30) days prior to the expiry of the current Duration, the Duration shall automatically renew.
Software Support Services. CSD shall provide support for Software via telephone or other communication services, during normal business hours on weekdays, with the exception of CSD holidays, during which, no support will be provided. Customer shall designate to CSD three Customer employees who are authorized to request support (“Customer Support Designees”). Customer may replace a Customer Support Designee upon ten days’ written notice to CSD. CSD shall not be obligated to take calls from or provide support to anyone else. Customer acknowledges support will be limited to: (i) answering of general questions; (ii) providing error diagnosis; (iii) limited troubleshooting of problems; and (iv) providing information about upcoming Updates. CSD shall determine the limits of support at its sole discretion. In the event you require assistance not available through this service, you may request such assistance from CSD on a time and material basis in accordance with CSD’s then current rates. CSD will not provide support in the following situations:
a. Software (or third-party software) errors that result from your improper handling or use of the Software, including installation on a system that does not meet the system requirements we provide to you in our documentation or online;
b. Software (or third-party software) errors for which we have provided corrections not implemented by you within a reasonable time;
c. Software (or third-party software) errors caused by changes, alterations or revisions made by you or on your behalf other than by CSD;
d. Software (or third-party software) errors that result from use of the Software in combination with non-CSD software;
e. problems caused by your data, network, database, operational or other environmental factors not within our direct control;
f. problems caused by your inadequate data backup procedures, third party databases, or customizations to the Software (or third-party software) ; g. problems caused by unqualified Customer Support Designees;
Software Support Services. Reveal shall provide the Software Support Services during Business Hours as indicated on the relevant Order Form. After the expiration of the Reveal Warranty, Software Support Services shall be payable on a per camera per year basis and must be purchased in respect of the Customer’s entire estate of Goods. As part of the Software Support Services, Reveal shall: provide support via help desk technicians sufficiently qualified and experienced to identify and resolve most support issues relating to the Software by means of telephone and email (as set out in paragraph 3); from time to time make Maintenance Releases available to the Customer without charge (for the avoidance of doubt, Reveal shall contact the Customer, via email at the email address outlined in the relevant Order Form or as otherwise updated by the Customer in writing, including instructions on how to implement the relevant Maintenance Release); and use all reasonable endeavours to correct all Faults reported in relation to the Software in accordance with paragraph 3. Reveal shall: prioritise all Software Support Requests based on its reasonable assessment of the severity level of the Fault reported; and respond to each Software Support Request in accordance with the response times specified in the table set out below (the “Response Times”):
Software Support Services. Software Support is defined as any assistance directly related to the performance or use of AccountingWare® licensed software. What is, and is not, covered is as follows:
Software Support Services. 9 B.10 DOCUMENTATION................................................................................... 9 B.11