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”):
Appears in 2 contracts
Sources: Master Services Agreement, Master Services Agreement
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 endeavors to correct all Faults reported in relation to the Software in accordance with paragraph 3. Reveal shall: prioritise prioritize 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”):
Appears in 2 contracts
Sources: Master Services Agreement, Master Services Agreement