Common use of Subscriber Services Clause in Contracts

Subscriber Services. If a Company Application is identified as a White Label Application in a Schedule or T-Mobile is handling billing for the Company Application through Company’s use of Direct Billing APIs whereby the charges for a Subscriber’s purchase of Products from Company appear on such Subscriber’s monthly T-Mobile ▇▇▇▇(“Direct Billing”), T-Mobile will be responsible for providing, or arranging for the provision of, first level support services with respect to the Company Applications, with the Company providing additional support and escalation. Company will be responsible for providing, or arranging for the provision of, all support services with respect to all other Company Application with T-Mobile providing additional support and escalation related to issues with T-Mobile’s network. Company’s obligation to support each Company Application will continue until the later of: (i) the expiration of the period of time Company has determined that the Company Application will be available or supported; and (iii) the date Company stops supporting all Company Application users that have obtained the Company Application from distribution channels other than T-Mobile. If Company decides to stop providing support for a Company Application as permitted under this Section, then Company will provide written notice that the Company Application will no longer be supported to (a) T-Mobile at least 60 days before Company stops providing support; and (b) to each Subscriber that has downloaded the Company Application, if such Subscriber accesses the service during such time period, at least 30 days before Company stops providing support. Company will, on a website operated by Company, prominently provide, at a location that is easily accessible to a Subscriber, contact information (at a minimum, an e-mail alias) for Company’s customer service. Company must permit Subscribers to uninstall the Company Application and unsubscribe from any subscription services. If T-Mobile personnel experience any technical problems with the Company Applications or if T-Mobile receives questions or complaints from Subscribers regarding the Company Applications, Company will cooperate in good faith with T-Mobile and use commercially reasonable efforts to resolve any problems raised by T-Mobile or its Subscribers. To the extent that the T-Mobile customer care organization is receiving a historically disproportionate number of calls related to the Company Applications, the parties shall meet to review and confer regarding any appropriate remediation steps to be instituted to reduce the future level of such calls and the possibility of financial remuneration.”