Common use of Support Process Clause in Contracts

Support Process. After submission in the Support Portal, Mendix will analyze the ticket and, if applicable, try to reproduce the incident or evaluate the completeness of the information of a change request. If Mendix determines the root cause of the incident is the App Platform, Mendix will resolve the issue according to the assigned priority, as defined under section 1.7 (Priority Levels). If the root cause of a reported incident is deemed to be an external failure (i.e. the root cause is not the App Platform, but e.g. the (model of the) Mendix Application), Mendix shall inform Customer of such fact and Mendix will have no obligation to resolve such issue. However, in such case however Mendix shall use reasonable efforts in supporting Customer in resolving the incident which may include involving (paid) Mendix Expert Services. Mendix will seek Customer’s written approval and agreement to pay any related fees before performing such services.