Common use of Support Guidelines Clause in Contracts

Support Guidelines. TouchPoint will provide Software and Services support via TouchPoint’s Support portal during the term of this Agreement. Should a logged case necessitate it, TouchPoint can initiate other contact methods to resolve a case. TouchPoint’s Support team will assist Client’s designated Support administrators with questions that arise from accessing and using the Software or Services including questions about functionality and features unique to TouchPoint Services. All requests for support must be made in writing. Support services do not cover correcting actions by a Client or Client’s representative that create errors in Client’s TouchPoint configuration, Client data or Client’s mobile application. TouchPoint will evaluate each request and if the request requires corrective action by TouchPoint and falls within the definition and guidelines of Support, TouchPoint will work on the request to conclusion. If the request falls outside the definition and guidelines of Support, TouchPoint will provide recommendations and pricing for TouchPoint to perform the corrective action(s) as requested by Client.