Support Coordinators. M&E shall consist of support provided by Serena to one (1) designated Support Coordinator of Licensee (and one backup Coordinator) per licensed Software Product and Server by telephone, facsimile, email and World Wide Web site, regarding the use and operation of the current version of the Software, and the immediately preceding version of the Software as specified in Section 10.5, in accordance with the user documentation, error investigation and updates. Support is available during normal business hours in the applicable country location Monday through Friday, excluding nationally observed holidays. For emergency support during non-business hours, contact Serena's main support number.
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