Superior Technical Support Sample Clauses
The Superior Technical Support clause establishes a commitment by one party to provide a higher level of technical assistance than standard support services. This may include faster response times, access to specialized experts, or extended support hours, ensuring that the recipient receives prompt and effective help with technical issues. The core function of this clause is to guarantee enhanced support, thereby minimizing downtime and ensuring smooth operation for the supported party.
Superior Technical Support. During the Maintenance Period, and only if Customer has purchased a Maintenance License that specifically entitles them to the Superior Technical Support level, Customer will receive Superior Technical Support which includes:
(i) Basic Technical Support benefits set forth in Section 7.6 (a)(i) above.
(ii) Customer shall have the right to log support incidents via iGrafx’s online Service Desk or by calling the iGrafx support line, and iGrafx will respond, on a reasonable efforts basis, within the relevant response times indicated for the service level shown in the chart set forth in Exhibit A. iGrafx will respond to reported support incidents on a reasonable commercial efforts basis. Customer shall submit to iGrafx a listing of output and such other data as iGrafx reasonably may request in order to reproduce operating conditions similar to those present when Customer detected an error. Superior Technical Support is only available in selected countries and languages as specified by iGrafx. In North America, Superior Technical Support hours are Monday – Friday, 9:00 AM to 7:00 PM ET (Eastern Time) excluding iGrafx holidays. In Europe, Superior Technical Support hours are Monday – Friday, 10:00 AM to 4:00 PM CET (Central European time) excluding iGrafx holidays. Additional geographies may be covered by iGrafx or iGrafx authorized partners in their respective locations.
(iii) Superior Technical Support during the relevant Maintenance Period for all of Customer’s installed iGrafx Software for which a Maintenance License with Superior Technical Support has been purchased.
(iv) Higher priority queue placement is given to Superior Technical Support incidents when issues must be escalated through the iGrafx development organization for assistance or fixes.
(v) When iGrafx determines these methods to be necessary to address Technical Support issues, iGrafx may offer the Customer the option to use screen-sharing technology and collaboration phone calls to aid in incident resolution.
(vi) Customer may designate no more than five (5) individuals at any one point in time who will be the direct contact points that communicate with iGrafx in order for iGrafx to deliver Superior Technical Support. Customer may change any of these designated individuals by written notice to iGrafx.