Subscription and Support Clause Samples
The SUBSCRIPTION AND SUPPORT clause defines the terms under which a customer receives access to a service or product on a subscription basis, along with the support services provided by the vendor. It typically outlines the scope of the subscription, such as the duration, renewal terms, and any usage limitations, as well as the types and levels of support available, like technical assistance or customer service response times. This clause ensures both parties have a clear understanding of what is included in the subscription and the support obligations, thereby reducing misunderstandings and setting expectations for ongoing service.
Subscription and Support. Subscription is included in the Customer’s license of the Licensed Programs for one (1) year when the Customer has purchased the license or for the term of the Agreement when the Customer is renting the license. For the purchased license the subscription can be extended after the first year by paying an annual maintenance fee. Subscription includes free updates and new software versions and releases of Licensed Program and any Documentation. Subscription also includes fixes for the standard products of the Licensed Programs and such fixes will normally be provided as part of the new versions. Any such new updates, new versions and releases are regarded as a part of the Licensed Programs. For fixes and updates to customized versions of the Licensed Programs and/or any installation or configuration work Symetri will charge the Customer according to Symetri’s terms and conditions for consulting services. Symetri offers support subject to separate Support Terms.
Subscription and Support. Subscription is included in the Customer’s license of the Licensed Programs for the term of the Agreement. Subscription includes free updates and new software versions and releases of the Licensed Programs and any Documentation. Subscription also includes fixes for the standard products of the Licensed Programs and such fixes will normally be provided as part of the new versions. Any such new updates, new versions and releases are regarded as a part of the Licensed Programs. For fixes and updates to customized versions of the Licensed Programs and/or any installation or configuration work Symetri will charge the Customer according to Symetri’s terms and conditions for consulting services. Symetri offers support subject to Symetri’s separate terms and conditions for support.
Subscription and Support a) For each Program license with Subscription and Support in effect, IBM will:
(i) make available to you and authorize you to upgrade to the most current commercially available version, release, or update, should any be made available;
(ii) provide you with assistance for your code related questions; and
(iii) provide assistance via telephone and, if available, electronic access, only to your technical support personnel during the normal business hours (published prime shift hours) of your IBM support center. (This assistance is not available to your Customers). IBM provides Severity 1 assistance 24 hours a day, every day of the year. The IBM support specified in the paragraph above may not be available for down-level versions or releases of Programs.
b) Subscription and Support does not include assistance for:
(i) the design and development of applications;
(ii) the use of Programs in other than their specified operating environment; or
(iii) failures caused by products for which IBM is not responsible under this Agreement.
c) IBM will provide 12-months notice prior to withdrawing Subscription and Support for a Program. If IBM withdraws Subscription and Support for a particular Program, you understand that IBM will not make Subscription and Support Renewal available for that Program.
d) While Subscription and Support is in effect for a Program license, you agree to provide to your Customers updates to the Programs as such updates are made available to you by IBM.
e) You must provide all support for the Value-Add Components. The following specifies each party’s support responsibilities regarding the Programs: For all Programs you distribute, you or your distributors will provide Level 1 and Level 2 Support to Customers. For Program licenses covered under Subscription and Support, IBM will provide the support to you as described in this section, which includes assistance for Level 2 Support, if it has been identified during Level 1 Support that the problem is with the Program. You agree to be the interface to Customers for this support. For Program licenses not covered under Subscription and Support, IBM will only provide you access to IBM databases containing information on known Program defects, defect corrections, restrictions, and bypasses for the unmodified portion of Programs. IBM will maintain this information for a minimum of one year after you acquire the Program. You agree to be the interface to Customers for this service. Consult the IBM Software...
Subscription and Support. This Agreement covers the terms and conditions that apply and govern when You purchase Subscription and/or Support.
Subscription and Support. Client shall be invoiced annually for Support Fees as set forth in Table 3.2 (Subscription Term Fees and Credits).
Subscription and Support. 11.1 Subscription & Support (“S&S”) Service is provided for the Named Application(s) during the License Term, including:
(i) Access to Software, Documentation and Updates; (ii) Access to the Extend repository of curated Software extensions, such as templates, scripts, rules, analyzers; and (iii) Access to CAST Support team for technical assistance and incident resolution, under the support terms (as set out at the URL: ▇▇▇▇▇://▇▇▇▇.▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇/hc/en-us/articles/204455607-CAST-Support-SLA) which may be updated from time to time.
Subscription and Support. SLA
3.1 Subscription includes free updates and new software versions and releases of Services and any Documentation generally made available to customers by Tribia.
3.2 Subscription also includes fixes for the non-customized standard Services and such fixes will normally be provided as part of the new versions. Any such new updates, new versions and releases are regarded as a part of the Services.
3.3 Subscription also includes general support in accordance with the support terms described in Support Services.
3.4 Subject to the terms of this Agreement, Tribia shall use commercially reasonable effort to:
(a) maintain the security of the Services in accordance with the Security Statement;
(b) provide regular ( daily) backups for the Customer Data; and
(c) make the Service generally available at least 99,5 % of the time per month, except for:
(I) planned downtime as notified to Customer and
(II) downtime caused by circumstances beyond Tribia's reasonable control, including without limitation, force majeure, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labour problems, telecommunications or network failures or delays, computer failures involving hardware or software not within Tribia's possession or reasonable control and acts of vandalism (including network intrusions and denial of service attacks). Customer is solely responsible for providing, at its own expense, all network access to the Services, including, without limitation, acquiring, installing and maintaining all telecommunications equipment, hardware, software and other equipment as may be necessary to connect to, access and use the Services.
Subscription and Support. 11.1 Subscription & Support (“S&S”) Service is provided for the Named Application during the License Term, including: (i) Access to Software, Documentation and Updates; (ii) Access to the Extend repository of curated Software extensions, such as templates, scripts, rules, analyzers; and (iii) Access to CAST Support team for technical assistance and incident resolution, as set forth in S&S Service Appendix.
Subscription and Support a. SUPPORT SERVICES. PNC agrees to provide the Client with the support services described herein (“Support,” as defined above). Support services will only be provided on supported releases. PNC will support the two most recent releases of each PNC product purchased or licensed by Client. Client must upgrade or allow PNC to upgrade the site to a supported release to continue receiving Support services.
b. SUBSCRIPTION LICENSES. PNC agrees to provide the Client with Subscription Licenses described herein (“SUBSCRIPTION,” as defined above)
c. FEES. Client agrees to pay PNC the Service fees specified in Attachment B - Pricing Details.
d. If Client licenses additional modules or access licenses after the Effective Date, they are added to this Agreement at the prevailing setup and subscription license prices upon mutual written agreement.
e. FAILURE TO MAKE PAYMENT. PNC will invoice Client prior to the Service renewal date and payment will be due on or before the renewal date. If Client fails to make Service payments by the renewal date, it will be given a 4- week grace period, after which Service will be discontinued and renewal of Service will be at then-current Service rates. The processing delay associated with reactivating Service services can be as much as 2 weeks and no Service services will be provided until Service services have been paid for and reactivated.
f. PATCHES and UPGRADES. PNC will provide Client with access to all patches and upgrades for the products Client has licensed and had covered as part of its Service fee. PNC will only provide this Service to Clients that are current with their Maintenance and Support Fees. Upgrades are installed by PNC.