Common use of Software Support Services Clause in Contracts

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.