Common use of Software Support Services Clause in Contracts

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. 6.1. 8.1 MatchID shall undertake commercially reasonable efforts to render Software Support Services during the Initial Term and, where applicable to those Customers that have purchased a perpetual license Software Support Services, during the Support Period. In providing such Software Support Services, only the most current version and the version immediately preceding the most current version of Licensed Products under this Master Agreement may elect the standard product version of the Software will be supported along with Updates. 8.2 During the Initial Term and, where applicable to purchase Support Services for those licenses. Customers that have purchased Subscriptions of Licensed Products Software Support Services, during the Support Period, MatchID will have Support Services included be responsible for using commercially reasonable endeavours 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 correcting Errors when reported to MatchID and which can be reproduced in accordance with provisions in Attachment 1MatchID's standard reporting procedures. 8.3 From time to time, Section 1 of this Master Agreement (Standard Procedures Updates and Upgrades for Open iT the Software may be released. During the Initial Term and, where applicable to those Customers that have purchased Software Support Services). 6.3. Open iT , during the Support Period, a copy of each Update and/or Upgrade 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 be 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 reasonable efforts will be rendered from the Product Effective Date for the Duration, or made 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 inform Customer shall be renewable on an annual basis. Open iT shall provide Customer with the renewal Order Form or Quotation of a pending Upgrade 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 from the expected date of general release. Customer may be required to install all Updates and/or Upgrades in sequential order, which will be at the sole discretion of MatchID. It is expressly not assured that an Update and/or Upgrade will be compatible with the version of the Software installed at Customer's Site. Upon Customer’s request, instructions can be issued with the Update/Upgrade that will itemize the necessary steps to update/upgrade from the previous non-customized version to the expiry new non- customized version. All services requested by Customer to install Updates and Upgrades will be considered Additional Support Services and will be payable by Customer according to the Standard Rates or standard fees which are otherwise applicable. 8.4 All Software Support Services will be performed remotely whenever possible. If MatchID agrees to provide Software Support Services at Customer’s facility, Customer will provide reasonable office space and system access commensurate with Customer's system administration staff. Any Software Support Services requested by Customer to be performed at Customer’s Site may attract additional charges for labour, expenses and travel. 8.5 Customer will make reasonable efforts to resolve any support question with Customer's personnel before contacting its supplier. Customer shall provide an internal "help desk" function accessible via the Customer Portal. Each Site shall be staffed by Customer with an appropriate number of qualified "super users" who have completed the highest training level available for users of the current DurationSoftware and are capable of answering routine and technical questions from Customer's users. 8.6 For the avoidance of doubt, Customer shall be responsible for maintaining support agreements with Third Party Software and Equipment vendors directly. 8.7 Unless otherwise instructed, Customer shall install any Updates at the latest within thirty (30) days of such Update being made available to Customer in accordance with any reasonable instructions given. In case of non-compliance with this obligation by the Customer and in accordance with clause 8.1, Software Support Services may not be delivered without any liability for MatchID. 8.8 Customer shall permit MatchID or its designees, or at MatchID’s option, the Duration shall automatically renewmanufacturer, in performance of MatchID’s obligations, to make modifications or substitutions to improve the operation and/or reliability of the Software.

Software Support Services. 6.1. Customers that have purchased a perpetual license of Licensed Open iT Products under this Master Agreement agreement may elect to purchase Support Services for those licenses. Customers that have purchased Subscriptions time-limited licenses (“Subscriptions”) of Licensed Open iT Products will have Support Services included in the Subscription Fees. 6.2. Upon payment of the applicable 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 services in accordance with provisions in Attachment 1, Section 1 of this Master Agreement (Standard 1: Open iT 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 writinghereunder. 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 this Agreement. 6.5. Support Services will be rendered from the Product Effective Date for the DurationDuration of the Agreement, or to the renewal date (“Renewal Date 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 are renewable, thereafter, on an annual basis. Open iT Customer 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 of termination of renewal 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 renewRenewal Date in order to be a valid termination.