{"component": "clause", "props": {"groups": [{"snippet_links": [{"key": "the-services", "type": "definition", "offset": [29, 41]}, {"key": "provide-the", "type": "clause", "offset": [42, 53]}, {"key": "services-during", "type": "clause", "offset": [103, 118]}, {"key": "normal-business-hours", "type": "clause", "offset": [119, 140]}, {"key": "in-accordance-with", "type": "clause", "offset": [141, 159]}, {"key": "support-services-policy", "type": "clause", "offset": [172, 195]}, {"key": "in-effect", "type": "clause", "offset": [196, 205]}, {"key": "at-the-time", "type": "clause", "offset": [206, 217]}, {"key": "services-are-provided", "type": "clause", "offset": [227, 248]}, {"key": "the-support-services", "type": "clause", "offset": [272, 292]}, {"key": "sole-and-absolute-discretion", "type": "clause", "offset": [307, 335]}, {"key": "from-time-to-time", "type": "clause", "offset": [336, 353]}, {"key": "the-customer-may", "type": "clause", "offset": [355, 371]}, {"key": "enhanced-support-services", "type": "clause", "offset": [381, 406]}, {"key": "current-rates", "type": "clause", "offset": [435, 448]}], "samples": [{"hash": "hMk8cILpHYG", "uri": "/contracts/hMk8cILpHYG#standard-support", "label": "Software as a Service (Saas) Subscription Agreement", "score": 31.3701648712, "published": true}, {"hash": "cjI3GTcoI5o", "uri": "/contracts/cjI3GTcoI5o#standard-support", "label": "Software as a Service (Saas) Subscription Agreement", "score": 31.3701648712, "published": true}, {"hash": "eAhVuEd3UcX", "uri": "/contracts/eAhVuEd3UcX#standard-support", "label": "Software as a Service (Saas) Subscription Agreement", "score": 31.2653503418, "published": true}], "size": 4, "snippet": "Cubelus Ltd will, as part of the Services provide the Customer with Cubelus\u2019 standard customer support services during Normal Business Hours in accordance with the Cubelus Support Services Policy in effect at the time that the Services are provided. Cubelus Ltd may amend the Support Services Policy in its sole and absolute discretion from time to time. The Customer may purchase enhanced support services separately at Cubelus\u2019 then current rates.", "hash": "789d0667afed390738801a7b8d95f21e", "id": 4}, {"snippet_links": [{"key": "will-provide", "type": "clause", "offset": [17, 29]}, {"key": "support-services", "type": "clause", "offset": [30, 46]}, {"key": "in-english", "type": "definition", "offset": [47, 57]}, {"key": "unless-otherwise-specified", "type": "clause", "offset": [59, 85]}, {"key": "designated-contacts", "type": "clause", "offset": [103, 122]}, {"key": "support-information", "type": "clause", "offset": [202, 221]}, {"key": "best-practice", "type": "clause", "offset": [256, 269]}, {"key": "name-description", "type": "clause", "offset": [315, 331]}, {"key": "service-support", "type": "definition", "offset": [351, 366]}, {"key": "maintenance-of-the", "type": "clause", "offset": [367, 385]}, {"key": "to-maintain", "type": "clause", "offset": [410, 421]}, {"key": "support-hours", "type": "clause", "offset": [483, 496]}, {"key": "support-assistance", "type": "clause", "offset": [578, 596]}, {"key": "by-phone", "type": "clause", "offset": [597, 605]}, {"key": "technical-issues", "type": "definition", "offset": [650, 666]}, {"key": "answer-questions", "type": "clause", "offset": [753, 769]}, {"key": "knowledge-base", "type": "clause", "offset": [834, 848]}, {"key": "during-working-hours", "type": "clause", "offset": [881, 901]}, {"key": "additional-fee", "type": "clause", "offset": [932, 946]}, {"key": "software-issues", "type": "clause", "offset": [1272, 1287]}, {"key": "assistance-to", "type": "clause", "offset": [1437, 1450]}, {"key": "the-participant", "type": "clause", "offset": [1666, 1681]}, {"key": "to-assist", "type": "clause", "offset": [1682, 1691]}, {"key": "responsibility-of-customer", "type": "clause", "offset": [1823, 1849]}, {"key": "support-provided", "type": "definition", "offset": [1851, 1867]}, {"key": "and-review", "type": "clause", "offset": [1901, 1911]}, {"key": "not-limited", "type": "clause", "offset": [2264, 2275]}, {"key": "use-of-the-service", "type": "clause", "offset": [2283, 2301]}, {"key": "consulting-support", "type": "definition", "offset": [2303, 2321]}, {"key": "assistance-with", "type": "clause", "offset": [2322, 2337]}, {"key": "modification-to", "type": "clause", "offset": [2360, 2375]}, {"key": "assessment-content", "type": "definition", "offset": [2412, 2430]}, {"key": "custom-development", "type": "definition", "offset": [2464, 2482]}, {"key": "consulting-services", "type": "definition", "offset": [2515, 2534]}, {"key": "training-services", "type": "definition", "offset": [2536, 2553]}, {"key": "data-format", "type": "clause", "offset": [2555, 2566]}, {"key": "an-order", "type": "definition", "offset": [2596, 2604]}, {"key": "work-required", "type": "clause", "offset": [2662, 2675]}, {"key": "maintenance-and", "type": "clause", "offset": [2698, 2713]}, {"key": "emergency-maintenance", "type": "clause", "offset": [2714, 2735]}, {"key": "details-of", "type": "clause", "offset": [2830, 2840]}, {"key": "business-hours", "type": "clause", "offset": [2911, 2925]}, {"key": "notice-of-emergency", "type": "clause", "offset": [2970, 2989]}, {"key": "efforts-to-minimize", "type": "clause", "offset": [3036, 3055]}, {"key": "duration-of", "type": "definition", "offset": [3060, 3071]}, {"key": "peak-hours", "type": "definition", "offset": [3147, 3157]}, {"key": "whenever-possible", "type": "clause", "offset": [3163, 3180]}, {"key": "to-customer", "type": "clause", "offset": [3198, 3209]}, {"key": "customer-will", "type": "clause", "offset": [3215, 3228]}, {"key": "use-commercially-reasonable-efforts", "type": "clause", "offset": [3229, 3264]}, {"key": "to-provide", "type": "clause", "offset": [3265, 3275]}, {"key": "service-incident", "type": "definition", "offset": [3310, 3326]}, {"key": "take-remedial-action", "type": "clause", "offset": [3378, 3398]}, {"key": "user-error", "type": "definition", "offset": [3469, 3479]}, {"key": "failure-to", "type": "clause", "offset": [3483, 3493]}, {"key": "web-browser", "type": "definition", "offset": [3550, 3561]}], "samples": [{"hash": "jWbssmsqE95", "uri": "/contracts/jWbssmsqE95#standard-support", "label": "Ondemand Service Terms and Conditions", "score": 27.943189621, "published": true}, {"hash": "jZKjfZETo3z", "uri": "/contracts/jZKjfZETo3z#standard-support", "label": "Ondemand Service Terms and Conditions", "score": 27.5681037903, "published": true}], "size": 6, "snippet": "4.1 Questionmark will provide support services in English (unless otherwise specified on the Order) to Designated Contacts. Questionmark will provide Designated Contacts access to product and technical support information, online knowledge bases, manuals, best practice guides, white papers and news feeds. Service Name Description Provision OnDemand Service Support Maintenance of the OnDemand Service 24 x 7 to maintain uptime. Maintenance of the OnDemand Service does not consume support hours. Provided by Questionmark and/or its sub- contractors 24 x 7. 1st Line Technical Support Assistance by phone and email to Designated Contacts to resolve technical issues that might result in resetting servers, keeping people informed of server status, and answer questions where the answers could be found in the Questionmark manuals or knowledge base items. Provided by Questionmark during Working Hours as standard and 24 x 7 for an additional fee. 2nd Line Technical Support Assistance by phone and email to Designated Contacts to answer questions and provide workarounds where answers could not be found in the manuals or knowledge base items. Provided by Questionmark during Working Hours as standard and 24 x 7 for an additional fee. 3rd Line Technical Support Resolve software issues with the OnDemand Service in a manner that does not consume support hours. Provided by Questionmark and included as standard. Chat Technical Support Assistance to Designated Contacts using 24 x 7 browser text chat sessions and VoIP to help resolve issues. Provided by Questionmark and included as standard. Participant Support Assistance by phone, email, chat sessions, etc. to the Participant to assist them to use any part of the Service. This is NOT a service currently provided by Questionmark for the OnDemand Service, and is the responsibility of Customer. Support provided for online proctoring and record and review proctoring is described at \u2587\u2587\u2587\u2587\u2587://\u2587\u2587\u2587.\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587/go/od- opss and \u2587\u2587\u2587\u2587\u2587://\u2587\u2587\u2587\u2587.\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587/go/od- rrss. \u2587\u2587\u2587\u2587\u2587\u2587\u2587/Invigilator Support Assistance by phone, email, chat sessions, etc. to \u2587\u2587\u2587\u2587\u2587\u2587\u2587/invigilators to assist them with the This service is available from Questionmark for an additional fee. proctoring/invigilation process including but not limited to the use of the Service. Consulting Support Assistance with template creation and modification to change look-and-feel of assessment, assessment content import, content transformations, custom development, support of custom development, consulting services, training services, data format changes, etc. Defined within an Order and delivered for a fee that depends on the scale of the work required.\n4.2 During Scheduled Maintenance and Emergency Maintenance, the OnDemand Service may not be accessible by Users. Questionmark will provide Customer with details of Scheduled Maintenance, which typically occurs during non-peak and non-business hours. Questionmark will, where possible, provide notice of Emergency Maintenance. Questionmark will use good faith efforts to minimize the duration of and perform any Scheduled Maintenance and Emergency Maintenance during off peak hours and, whenever possible, minimize impact to Customer.\n4.3 Customer will use commercially reasonable efforts to provide accurate and prompt notice of any Service Incident with the OnDemand Service so that Questionmark may take remedial action. Questionmark is not obligated to remedy a Service Incident caused by User error or failure to access the OnDemand Service with a compatible system or web browser.", "hash": "a08aa274a4180ae72f54a85cd30b133b", "id": 2}, {"snippet_links": [{"key": "consists-of-the-following", "type": "clause", "offset": [17, 42]}], "samples": [{"hash": "94cPoQaMfW8", "uri": "/contracts/94cPoQaMfW8#standard-support", "label": "Saas Services Agreement", "score": 34.5061721802, "published": true}, {"hash": "eLGR6StWFb2", "uri": "/contracts/eLGR6StWFb2#standard-support", "label": "Saas Services Agreement", "score": 34.2340812683, "published": true}, {"hash": "l9Dc5QbI2Ty", "uri": "/contracts/l9Dc5QbI2Ty#standard-support", "label": "Saas Services Agreement", "score": 34.1202011108, "published": true}], "size": 6, "snippet": "Standard Support consists of the following:", "hash": "86afdf6a97c52543ee9acd807e191696", "id": 1}, {"snippet_links": [{"key": "contact-center", "type": "clause", "offset": [29, 43]}, {"key": "assistance-to", "type": "clause", "offset": [70, 83]}, {"key": "end-users", "type": "definition", "offset": [84, 93]}, {"key": "cessation-of-service", "type": "definition", "offset": [210, 230]}, {"key": "service-feature", "type": "definition", "offset": [253, 268]}, {"key": "via-telephone", "type": "clause", "offset": [314, 327]}, {"key": "customer-acknowledges-and-agrees", "type": "clause", "offset": [339, 371]}, {"key": "standard-support-services", "type": "clause", "offset": [381, 406]}, {"key": "to-customer", "type": "clause", "offset": [436, 447]}, {"key": "in-accordance-with", "type": "clause", "offset": [448, 466]}, {"key": "work-to-be", "type": "clause", "offset": [482, 492]}, {"key": "mutually-agreed", "type": "clause", "offset": [493, 508]}, {"key": "delivery-of", "type": "clause", "offset": [527, 538]}, {"key": "services-are-provided", "type": "clause", "offset": [595, 616]}, {"key": "travel-expenses", "type": "definition", "offset": [666, 681]}, {"key": "standard-policies", "type": "definition", "offset": [727, 744]}], "samples": [{"hash": "iEeViLQ00YP", "uri": "/contracts/iEeViLQ00YP#standard-support", "label": "Contact Center as a Service Agreement", "score": 25.7185153961, "published": true}, {"hash": "icQr4S5UnBE", "uri": "/contracts/icQr4S5UnBE#standard-support", "label": "Contact Center as a Service Agreement", "score": 24.7345294952, "published": true}, {"hash": "a6TLT2tljHH", "uri": "/contracts/a6TLT2tljHH#standard-support", "label": "Contact Center as a Service Agreement", "score": 20.9069137573, "published": true}], "size": 4, "snippet": "Standard support for Virtual Contact Center includes the provision of assistance to end users on a 24x7x365 basis for any event generated within the Virtual Contact Center platform that results in an effective cessation of Service or Customer-purchased Service feature. Virtual Contact Center support is available via telephone and email. Customer acknowledges and agrees that non-standard support services will be performed and billed to Customer in accordance with a statement of work to be mutually agreed upon prior to the delivery of non- standard support services. If non-standard support services are provided, Customer also shall be billed for materials and travel expenses, as applicable, in accordance with Verizon\u2019s standard policies for billing such items.", "hash": "e5f3cd19b6fc27e26243e320cc6ff8ad", "id": 3}, {"snippet_links": [{"key": "technical-support", "type": "definition", "offset": [14, 31]}, {"key": "the-primary", "type": "clause", "offset": [66, 77]}, {"key": "hours-of-operation", "type": "definition", "offset": [78, 96]}, {"key": "federal-holidays", "type": "definition", "offset": [135, 151]}, {"key": "to-provide", "type": "clause", "offset": [153, 163]}, {"key": "the-designated", "type": "definition", "offset": [197, 211]}, {"key": "technical-contact", "type": "clause", "offset": [212, 229]}, {"key": "user-organization", "type": "definition", "offset": [248, 265]}, {"key": "order-form", "type": "clause", "offset": [287, 297]}, {"key": "from-time-to-time", "type": "clause", "offset": [315, 332]}, {"key": "in-writing", "type": 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"definition", "offset": [32, 47]}, {"key": "hardware-warranty", "type": "definition", "offset": [116, 133]}, {"key": "provide-technical-support", "type": "clause", "offset": [165, 190]}, {"key": "by-telephone", "type": "clause", "offset": [191, 203]}, {"key": "hours-of", "type": "clause", "offset": [227, 235]}, {"key": "pacific-standard-time", "type": "clause", "offset": [265, 286]}, {"key": "monday-through-friday", "type": "clause", "offset": [297, 318]}, {"key": "technical-support-hours", "type": "definition", "offset": [341, 364]}, {"key": "web-site", "type": "definition", "offset": [413, 421]}, {"key": "contact-numbers", "type": "clause", "offset": [471, 486]}, {"key": "at-the-end-of", "type": "clause", "offset": [487, 500]}, {"key": "technical-telephone-support", "type": "clause", "offset": [525, 552]}, {"key": "the-product", "type": "definition", "offset": [566, 577]}, {"key": "covered-by", "type": "definition", "offset": [599, 609]}, {"key": "standard-warranty", "type": "clause", "offset": [614, 631]}, {"key": "the-warranty", "type": "clause", "offset": [641, 653]}, {"key": "the-equipment", "type": "clause", "offset": [760, 773]}, {"key": "days-past-due", "type": "definition", "offset": [800, 813]}, {"key": "determine-the", "type": "clause", "offset": [926, 939]}, {"key": "the-problem", "type": "clause", "offset": [949, 960]}, {"key": "after-consultation", "type": "definition", "offset": [966, 984]}, {"key": "issue-to", "type": "definition", "offset": [1070, 1078]}, {"key": "return-materials-authorization", "type": "clause", "offset": [1085, 1115]}, {"key": "the-designated", "type": "definition", "offset": [1180, 1194]}, {"key": "repair-facility", "type": "definition", "offset": [1207, 1222]}, {"key": "rma-number", "type": "definition", "offset": [1246, 1256]}, {"key": "shipping-container", "type": "definition", "offset": [1264, 1282]}, {"key": "shipping-costs", "type": "clause", "offset": [1324, 1338]}, {"key": "all-risk", "type": "clause", "offset": [1343, 1351]}, {"key": "loss-or-damage", "type": "clause", "offset": [1356, 1370]}, {"key": "repair-fees", "type": "clause", "offset": [1425, 1436]}, {"key": "commercially-reasonable-period-of-time", "type": "definition", "offset": [1544, 1582]}, {"key": "after-receiving", "type": "clause", "offset": [1583, 1598]}, {"key": "returned-product", "type": "definition", "offset": [1603, 1619]}, {"key": "repair-and-return", "type": "clause", "offset": [1638, 1655]}, {"key": "defective-product", "type": "clause", "offset": [1660, 1677]}, {"key": "provide-a", "type": "definition", "offset": [1682, 1691]}, {"key": "replacement-product", "type": "clause", "offset": [1692, 1711]}, {"key": "your-equipment", "type": "clause", "offset": [1747, 1761]}, {"key": "or-equivalent", "type": "definition", "offset": [1771, 1784]}, {"key": "replacement-units", "type": "clause", "offset": [1792, 1809]}, {"key": "terms-of", "type": "definition", "offset": [1833, 1841]}, {"key": "replacement-parts", "type": "clause", "offset": [1922, 1939]}, {"key": "responsible-for", "type": "clause", "offset": [1960, 1975]}, {"key": "our-products", "type": "clause", "offset": [1986, 1998]}, {"key": "caused-by", "type": "clause", "offset": [1999, 2008]}, {"key": "performed-by", "type": "clause", "offset": [2032, 2044]}, {"key": "your-agents", "type": "clause", "offset": [2052, 2063]}], "samples": [{"hash": "duoD3G5CMAy", "uri": "/contracts/duoD3G5CMAy#standard-support", "label": "Warranty and Support Agreement", "score": 23.566734314, "published": true}, {"hash": "3nwnbRXI07I", "uri": "/contracts/3nwnbRXI07I#standard-support", "label": "Warranty and Support Agreement", "score": 19.0533885956, "published": true}], "size": 4, "snippet": "LightPointe\u2019s standard hardware support program is for a period of one (1) year (12 months) from the date that your hardware warranty takes effect. LightPointe will provide technical support by telephone, or email, between the hours of 8:00 a.m. and 5:00 p.m. (US) Pacific Standard Time (GMT -8), Monday through Friday, excluding holidays (\u201cTechnical Support Hours\u201d). You may call us at the numbers listed on our Web Site located at \u2587\u2587\u2587\u2587://\u2587\u2587\u2587.\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587 or use the contact numbers at the end of this document. Fees for technical telephone support may apply if the product (i) is not currently covered by the Standard Warranty, or (ii) the warranty has expired, (iii) the product was not purchased from an authorized LightPointe reseller or agent or (iv) the equipment is unpaid for and over 30 days past due. If you report a hardware problem to us during Technical Support Hours, we will provide technical assistance to determine the cause of the problem. If, after consultation, we determine that a problem exists in LightPointe product requiring repair, we will issue to you a Return Materials Authorization (\u201cRMA\u201d) number. The product requiring repair must be shipped to the designated LightPointe repair facility, and you must note the RMA number on the shipping container and documents. You (Customer) assume all shipping costs and all risk for loss or damage during shipment to LightPointe. You may be subject to repair fees if the product is damaged due to negligence, misuse or is damaged during shipment to LightPointe. Within a commercially reasonable period of time after receiving the returned product, LightPointe will repair and return the defective product, or provide a replacement product. LightPointe may decide to replace your equipment with new or equivalent to new replacement units and/or parts under the terms of this Warranty. Customer or Customer\u2019s agents must de-install and re-install any replacement parts. 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