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;
Appears in 1 contract
Sources: Patient Solutions Services Agreement
Software Support Services. CSD shall provide support for Software Soft- ware via telephone or other communication services, during normal business hours on weekdays, with the exception of CSD holidays, during which, no support sup- port will be provided. Customer shall designate to CSD three Customer employees employ- ees who are authorized to request support (“Customer Support Designees”). Customer may replace a Customer Support Designee upon ten days’ written notice no- ▇▇▇▇ 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 assis- tance 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 documentationor online;
b. Software (or third-party software) errors for which we have provided pro- vided corrections not implemented by you within a reasonable time;
c. Software (or third-party software) errors caused by changes, alterations alter- ations 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 softwaresoft- ware) ; g. problems caused by unqualified Customer Support Designees;
h. problems related to any third-party software. If we assist you, at your request, with the correction of any problem not covered by these Sup- port Services, then you shall promptly reimburse and pay us for all reasona- ble expenses incurred and time spent in diagnosing problems not caused by us, repairing any of your alterations or revisions to the Software, and correct- ing Software errors or other defects resulting from the occurrence of one or more of the events described in items (a) through (h) above. Such services will be invoiced to you at our then-current time and materials rates.
Appears in 1 contract
Sources: Patient Solutions Services Agreement
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;
h. problems related to any third-party software. If we assist you, at your request, with the correction of any problem not covered by these Support Services, then you shall promptly reimburse and pay us for all reasonable expenses incurred and time spent in diagnosing problems not caused by us, repairing any of your alterations or revisions to the Software, and correcting Software errors or other defects resulting from the occurrence of one or more of the events described in items (a) through (h) above. Such services will be invoiced to you at our then-current time and materials rates.
Appears in 1 contract
Sources: Services Agreement
Software Support Services. CSD shall provide support for Software via telephone or other communication services, during normal business hours on businesshourson weekdays, with the exception theexception of CSD holidaysCSDholidays, during which, no support will be provided. Customer shall designate to CSD three Customer employees who are authorized to request support (“Customer Cus- tomer Support Designees”). Customer may replace a Customer Support Sup- port 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 questionsques- tions; (ii) providing error diagnosis; (iii) limited troubleshooting of problemsprob- lems; and (iv) providing information about upcoming Updates. CSD shall determine the limits determinethelimits 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 fol- lowing situations:
a. Software (or third-party software) errors that result from your improper handling or use of the Software, including installation on a system sys- tem 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;by
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 opera- tional or other environmental factors not within our direct control;
f. problems caused by your inadequate data backup proceduresproce- dures, third party databases, or customizations to the Software (or third-party software) ; g. problems caused by unqualified Customer Support Designees;De- signees.
Appears in 1 contract
Sources: Services Agreement