Common use of Support Exclusions Clause in Contracts

Support Exclusions. Supplier will not provide the Support in any of the following circumstances: • An Error and/or inquiry of hardware, network, cloud platform, equipment or software programs other than the Software. • An Error and/or inquiry from Open Source Software which is not defined in the Documentation of the Software. • Customer’s failure to comply with operating instructions contained in the Documentation. • Failure to comply with the terms and conditions defined in Fujitsu Annual Subscription Agreement. • A modification, enhancement or customization of the Software. • Any cause or causes beyond the reasonable control of Supplier (e.g. floods, fires, loss of electricity, network or other utilities). • Errors and/or inquiry related to the Software where the applicable support fee is not paid to Supplier. • An Error and/or inquiry about installation, configuration, management and operation of Customer’s applications • Any professional service requests including, but not limited to performance tuning, advices on design and assistance to installation. • APIs interfaces or data formats other than those included with the Software • The Support through access to customer environments remotely/physically. • The Support call from other contacts than the Pre-Registered Contacts. Supplier will not provide the Support to other contacts than the Pre-Registered Contacts including, but not limited to, Customer’s partner and end customers.