Common use of Solution Support Clause in Contracts

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: