Solution Support Sample Clauses

Solution Support. You are solely responsible for providing meaningful customer support, technical support, and maintenance for your Solution in a timely and competent manner. You should make it easy for people to contact you.

Solution Support. During the License Term, Licensee is entitled to use the Company Support Portal and Web Site. Company will receive Licensee’s requests for support through the channels and during the hours described below in section “Support Channels” and “Business Hours”. Once Company has determined that the support request is covered by a valid Agreement, Company will respond to such support requests based in the manner described in section “Support Response Times and Severity Levels”, when a support request is made to obtain assistance with Errors in the Solution. Licensee may have up to four (4) support contacts for purposes of receiving Support. A support contact for this purpose is a single individual, named in advance, who is authorized to contact Company Technical Support to make use of the Solution’s Support Services. As used herein:

Solution Support. Each Bidder must address—at a minimum—the items above, as well as the requirements of Section 8, Performance and Quality, in fully describing here its proposed support program to demonstrate that its approach will provide solid, effective support for the users of the solution. DocuSign Envelope ID: 22B4BD01-58D9-4AB3-AC4F-AC67D3B96B81 DocuSign Envelope ID: 16287D28-3264-44F2-80BB-D4454384C31A DocuSign Envelope ID: 4CCD5CFA-F6B1-45E1-BC0F-C2E6C9AD484C

Solution Support. Solution Support extends support coverage to the configuration and customizations made to the Demandware application. Support of this customized layer is required in order to meet your ongoing business and integration changes over time. Solution Support compliments Demandware’s Product Support to provide complete application and platform coverage for a predictable budgeted cost. This level of service can be provided by a certified Partner of choice, or directly by Demandware Support Services. • The focus of Solution Support is on break-fix troubleshooting, problem diagnosis and repair, including storefront functionality, performance, integration and Business Manager configuration. • Log and manage all reported issues in case management system according to severity, priority and level of impact. • Diagnose and track problem Root Cause for each case reported and provide summary report upon request • Provide customer with web Self Service interface to log, track and report all case history • Troubleshoot issues and problems, including: • Replicating issues in dedicated support environment • Diagnosis of template, pipeline, and CSS, interface extensions, custom scripts and scheduled jobs • Analysis of application and server logs as needed • Patch release process Customer will have access to case logs and Solution Support balance via Customer Central. All support cases submitted to Demandware must be performed by Customer Designated Support Contacts. A Designated Support Contact is someone who has attended Demandware Product Training and has an understanding of the implementation and application. Customer may have up to 2 Designated Support Contacts. Upon review, certain cases may be determined to fall outside the scope and intent of Solution Support and require Client Services consulting. These items will be discussed with Customer and Demandware Client Services team and handled under a separate Statement of Work agreement. Some examples of non-covered issues: • Application redesign work • Application architectural changes • Enablement of new Demandware platform features

Solution Support. Blue Planet may make available for purchase Solution Support related to the Deliverable. Solution Support is provided for either an annual or multi-year periods (the “Solution Support Term”) as set forth on the applicable Quote. Unless You have purchased Solution Support, Blue Planet has no obligation to provide support to You for the Deliverables except for the limited support detailed in Section 9 Professional Services Warranty and Disclaimer. All support is non-refundable and non- cancelable. Solution Support shall commence upon completion of the project as defined in the SOW.

Solution Support. Solution Support extends support coverage to the configuration and customizations made to the Demandware application. Support of this customized layer is required in order to meet your ongoing business and integration changes over time. Solution Support compliments Demandware’s Product Support to provide complete application and platform coverage for a predictable budgeted cost. This level of service can be provided by a certified Partner of choice, or directly by Demandware Support Services. Support of the customer store application: • The focus of Solution Support is on break-fix troubleshooting, problem diagnosis and repair, including storefront functionality, performance, integration and Business Manager configuration. Application defect management and reporting: • Log and manage all reported issues in case management system according to severity, priority and level of impact. • Diagnose and track problem Root Cause for each case reported and provide summary report upon request • Provide customer with web Self Service interface to log, track and report all case history MASTER SUBSCRIPTION AGREEMENT Defect Resolution • Troubleshoot issues and problems, including: • Replicating issues in dedicated support environment • Diagnosis of template, pipeline, and CSS, interface extensions, custom scripts and scheduled jobs • Analysis of application and server logs as needed • Patch release process Assumptions and Limitations Customer will have access to case logs and Solution Support balance via Customer Central. All support cases submitted to Demandware must be performed by Customer Designated Support Contacts. A Designated Support Contact is someone who has attended Demandware Product Training and has an understanding of the implementation and application. Customer may have up to [**] Designated Support Contacts. Upon review, certain cases may be determined to fall outside the scope and intent of Solution Support and require Client Services consulting. These items will be discussed with Customer and Demandware Client Services team and handled under a separate Statement of Work agreement. Some examples of non-covered issues: • Application redesign work • Application architectural changes • Enablement of new Demandware platform features

Solution Support. Each Bidder must address—at a minimum—the items above, as well as the requirements of Section

Solution Support. Each Bidder must address—at a minimum—the items above, as well as the requirements of Section 8, Performance and Quality, in fully describing here its proposed support program to demonstrate that its approach will provide solid, effective support for the users of the solution. DocuSign Envelope ID: 22B4BD01-58D9-4AB3-AC4F-AC67D3B96B81 DocuSign Envelope ID: 16287D28-3264-44F2-80BB-D4454384C31A