Common use of Support Desk Clause in Contracts

Support Desk. Customer can telephone JOBPROGRESS’s hotline, which is available during JOBPROGRESS’s standard business hours, Monday to Friday from 8:30 a.m. to 5:00 p.m. EST (excluding national holidays or other days banks are closed in New Jersey) (“Business Hours”) to notify the JOBPROGRESS that the Software fails to perform in accordance with the Documentation. During those days, and between the hours of 5:00 p.m. to 8:00 p.m. EST Customers in the Central, Mountain and Pacific time zones may leave a message for the support staff. JOBPROGRESS's support staff will use commercially reasonable efforts to resolve an identified problem promptly meeting the service levels set forth in Exhibit C; provided, Customer provides JOBPROGRESS with sufficient information that is available to Customer, to reproduce the defect in question. If JOBPROGRESS is unable, after repeated efforts to remedy any Severity 1 or Severity 2 service level issues, JOBPROGRESS may terminate this Agreement by giving Customer written notice to such effect and refunding to Customer a pro rata portion of the prepaid monthly fee paid by Customer based on the amount of such month that the Software is not available; provided, however, if the Software is the subject of a “Severity 1” or “Severity 2” service level issue (as defined on Exhibit C hereto), then if such defect is not remedied within five days of JOBPROGRESS learning of such defect, the Customer shall have the right to terminate this Agreement by giving JOBPROGRESS written notice to such effect and JOBPROGRESS will refund to Customer a pro rata portion of the prepaid monthly fee paid by Customer based on the amount of such month that the Software is not available.