{"component": "clause", "props": {"groups": [{"snippet_links": [{"key": "for-the-purposes-of-this-agreement", "type": "clause", "offset": [0, 34]}, {"key": "request-for-support", "type": "clause", "offset": [82, 101]}], "snippet": "For the purposes of this agreement, a \"Support Request\" is generally defined as a request for support to fix a bug in an existing released version of IRONSCALES\u2019 product or a request for support that involves functionality of the stated product.", "samples": [{"hash": "kuXBcfIMmGs", "uri": "/contracts/kuXBcfIMmGs#support-request", "label": "End User License Agreement", "score": 32.1164512634, "published": true}, {"hash": "hkNEDpplNVv", "uri": "/contracts/hkNEDpplNVv#support-request", "label": "End User License Agreement", "score": 27.590007782, "published": true}, {"hash": "jF69ujEdEXj", "uri": "/contracts/jF69ujEdEXj#support-request", "label": "End User License Agreement", "score": 26.9863109589, "published": true}], "size": 6, "hash": "c878a0b13481dd02b8c6e651b3e6ef61", "id": 1}, {"snippet_links": [{"key": "for-the-purposes-of-this-agreement", "type": "clause", "offset": [0, 34]}, {"key": "request-for-support", "type": "clause", "offset": [80, 99]}, {"key": "the-software", "type": "definition", "offset": [133, 145]}, {"key": "a-defect", "type": "definition", "offset": [154, 162]}, {"key": "application-code", "type": "definition", "offset": [175, 191]}, {"key": "to-request", "type": "clause", "offset": [196, 206]}, {"key": "modifications-to-application", "type": "clause", "offset": [247, 275]}], "snippet": "For the purposes of this Agreement, a Support Request is generally defined as a request for support regarding an existing feature of the software, to fix a defect in existing application code, or to request support that involves Customer-specific modifications to application code.", "samples": [{"hash": "2bGc62NQSFs", "uri": "/contracts/2bGc62NQSFs#support-request", "label": "Service Level Agreement", "score": 28.4712924957, "published": true}, {"hash": "idTbDrYqwhN", "uri": "/contracts/idTbDrYqwhN#support-request", "label": "Service Level Agreement", "score": 25.8410511017, "published": true}, {"hash": "kULSCsUpORL", "uri": "/contracts/kULSCsUpORL#support-request", "label": "Service Level Agreement", "score": 24.2420597076, "published": true}], "size": 5, "hash": "460157752ef6b5dc1c4691b1297a61ff", "id": 2}, {"snippet_links": [{"key": "by-the-service-provider", "type": "clause", "offset": [29, 52]}, {"key": "the-service-provider-shall", "type": "clause", "offset": [148, 174]}, {"key": "provide-a", "type": "definition", "offset": [201, 210]}, {"key": "will-provide", "type": "clause", "offset": [305, 317]}, {"key": "hours-of", "type": "clause", "offset": [356, 364]}, {"key": "monday-and-thursday", "type": "clause", "offset": [390, 409]}, {"key": "eastern-standard-time", "type": "clause", "offset": [439, 460]}, {"key": "public-holidays", "type": "definition", "offset": [504, 519]}, {"key": "business-hours", "type": "clause", "offset": [522, 536]}, {"key": "the-provisions-of-this", "type": "clause", "offset": [540, 562]}], "snippet": "Any Support Request received by the Service Provider through Wrike shall be deemed to have been duly submitted, authorized, validated and approved. The Service Provider shall be under no obligation to provide a Response to any Support Request that is not submitted through the Wrike. The Service Provider will provide support only via the Wrike during the hours of 8:00AM to 6:00PM between Monday and Thursday, and 9:00AM to 1:00PM Friday Eastern Standard Time, excluding evenings, weekends and Canadian public holidays (\u201cBusiness Hours\u201d). The provisions of this SLA do not apply to any Support Request made outside of the prescribed Business Hours.", "samples": [{"hash": "3US4C6G9JVO", "uri": "/contracts/3US4C6G9JVO#support-request", "label": "Service Level Agreement", "score": 33.2917976379, "published": true}, {"hash": "aiilDA8qLyG", "uri": "/contracts/aiilDA8qLyG#support-request", "label": "Service Level Agreement", "score": 31.1019020081, "published": true}], "size": 4, "hash": "6fd36f47695de547c307557b979f917d", "id": 3}, {"snippet_links": [{"key": "request-for-support", "type": "clause", "offset": [44, 63]}, {"key": "a-defect", "type": "definition", "offset": [71, 79]}, {"key": "request-for-information", "type": "clause", "offset": [117, 140]}, {"key": "password-reset", "type": "clause", "offset": [186, 200]}], "snippet": "A Support Request is generally defined as a request for support to fix a defect in existing HealthLink Services or a request for information or service such as a question or request for password reset.", "samples": [{"hash": "fpdo30DYnYV", "uri": "/contracts/fpdo30DYnYV#support-request", "label": "Service Level Agreement", "score": 22.5838470459, "published": true}, {"hash": "jyFpX28cpLt", "uri": "/contracts/jyFpX28cpLt#support-request", "label": "Service Level Agreement", "score": 21.1177272797, "published": true}], "size": 2, "hash": "db95f399c10ccfca3f20b8cbd48442e5", "id": 4}, {"snippet_links": [{"key": "requests-for-support", "type": "clause", "offset": [11, 31]}, {"key": "authorized-contact", "type": "definition", "offset": [79, 97]}, {"key": "via-telephone", "type": "clause", "offset": [98, 111]}, {"key": "contact-number", "type": "clause", "offset": [171, 185]}, {"key": "contact-point", "type": "clause", "offset": [229, 242]}, {"key": "to-broker", "type": "clause", "offset": [275, 284]}], "snippet": "All Broker requests for support (each, a \u201cSupport Request\u201d) will be made by an Authorized Contact via telephone (\u2587\u2587\u2587-\u2587\u2587\u2587-\u2587\u2587\u2587\u2587) or email (\u2587\u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587). Such contact number and email will be referred to herein as a \u201cContact Point\u201d and may be changed upon notice to Broker.", "samples": [{"hash": "cJ1wLaIdseH", "uri": "/contracts/cJ1wLaIdseH#support-request", "label": "Software Subscription Agreement", "score": 30.9486103058, "published": true}, {"hash": "chrM0hChRqT", "uri": "/contracts/chrM0hChRqT#support-request", "label": "Software Subscription Agreement", "score": 24.975358963, "published": true}], "size": 2, "hash": "622845a6530773e04d5ad7195734775d", "id": 5}, {"snippet_links": [{"key": "request-for-support", "type": "clause", "offset": [2, 21]}, {"key": "by-client", "type": "clause", "offset": [22, 31]}, {"key": "by-telephone", "type": "clause", "offset": [60, 72]}], "snippet": "A request for support by Client notifying Gsolutionz either by telephone or email", "samples": [{"hash": "kabk85yoi5s", "uri": "/contracts/kabk85yoi5s#support-request", "label": "Professional Services", "score": 23.1047229767, "published": true}], "size": 2, "hash": "0789af5a4661426a432fddeb6796bfed", "id": 6}, {"snippet_links": [{"key": "for-the-purpose-of-this-agreement", "type": "clause", "offset": [0, 33]}, {"key": "request-for-support", "type": "clause", "offset": [81, 100]}, {"key": "a-defect", "type": "definition", "offset": [112, 120]}, {"key": "existing-system", "type": "clause", "offset": [179, 194]}, {"key": "using-the-system", "type": "clause", "offset": [240, 256]}, {"key": "modifications-to", "type": "clause", "offset": [284, 300]}, {"key": "subject-to", "type": "definition", "offset": [325, 335]}, {"key": "change-request-process", "type": "clause", "offset": [338, 360]}, {"key": "by-both-parties", "type": "clause", "offset": [380, 395]}, {"key": "by-phone", "type": "clause", "offset": [452, 460]}], "snippet": "For the purpose of this agreement, a \"Support Request\" is generally defined as a request for support to (1) fix a defect in an existing component of system, (2) modify or enhance existing system , or (3) provide instructions or training on using the system. Any request that requires modifications to existing system will be subject to a change request process mutually agreed to by both Parties. Support Request is initiated through MyCLSS Website or by phone to ACLS or SGB offices.", "samples": [{"hash": "fsmM4YyvjoW", "uri": "/contracts/fsmM4YyvjoW#support-request", "label": "Memorandum of Understanding", "score": 20.3686828613, "published": true}], "size": 1, "hash": "e99c9d4497d8f3bb818c7a2ff2d2b35f", "id": 7}, {"snippet_links": [{"key": "request-for-support", "type": "clause", "offset": [41, 60]}, {"key": "services-provided", "type": "definition", "offset": [92, 109]}, {"key": "repair-of", "type": "clause", "offset": [139, 148]}, {"key": "a-defect", "type": "definition", "offset": [149, 157]}, {"key": "application-code", "type": "definition", "offset": [170, 186]}], "snippet": "As used herein, a \u201cSupport Request\u201d is a request for support with regards to the system and services provided herein that may also require repair of a defect in existing application code.", "samples": [{"hash": "j3QHgdzsyfq", "uri": "/contracts/j3QHgdzsyfq#support-request", "label": "Licensing Agreement", "score": 22.6112251282, "published": true}], "size": 1, "hash": "f5b2be272fe5b974a0c411288a43c006", "id": 8}, {"snippet_links": [{"key": "technical-support", "type": "definition", "offset": [5, 22]}, {"key": "user-name", "type": "definition", "offset": [109, 118]}, {"key": "the-issue", "type": "clause", "offset": [131, 140]}, {"key": "date-and-time", "type": "clause", "offset": [144, 157]}, {"key": "description-of-the", "type": "definition", "offset": [194, 212]}, {"key": "error-messages", "type": "clause", "offset": [219, 233]}, {"key": "if-applicable", "type": "definition", "offset": [235, 248]}], "snippet": "Each technical support request from Reseller shall include the following information: - Reseller name; - End user name; - Title of the issue; - Date and time that the issue occurred: - Detailed description of the issue error messages (if applicable); and - Screenshots or any other visual element that could help solve the issue.", "samples": [{"hash": "kFzqJuBwUyA", "uri": "/contracts/kFzqJuBwUyA#support-request", "label": "Reseller Agreement", "score": 26.4373722076, "published": true}], "size": 1, "hash": "b4480747e9b6ab8f1188756c421e204c", "id": 9}, {"snippet_links": [{"key": "technical-support", "type": "definition", "offset": [5, 22]}], "snippet": "Each technical support request from the Reseller shall include the following information:", "samples": [{"hash": "jxIbciRmReJ", "uri": "/contracts/jxIbciRmReJ#support-request", "label": "Reseller Services Agreement", "score": 27.2080764771, "published": true}], "size": 1, "hash": "2c68ea8468cacb870c4ed7199755ccad", "id": 10}], "next_curs": "ClgSUmoVc35sYXdpbnNpZGVyY29udHJhY3RzcjQLEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2IhhzdXBwb3J0LXJlcXVlc3QjMDAwMDAwMGEMogECZW4YACAA", "clause": {"parents": [["support", "Support"], ["general", "General"], ["definitions", "Definitions"], ["no-waiver-of-rights-and-remedies", "No Waiver of Rights and Remedies"], ["terms-defined", "TERMS DEFINED"]], "title": "Support Request", "children": [["support-request-content", "Support Request Content"], ["notification", "Notification"]], "size": 30, "id": "support-request", "related": [["payment-request", "Payment Request", "Payment Request"], ["audit-request", "Audit Request", "Audit Request"], ["child-support-certification", "CHILD SUPPORT CERTIFICATION", "CHILD SUPPORT CERTIFICATION"], ["bona-fide-request-new-business-request-process-for-further-unbundling", "Bona Fide Request/New Business Request Process for Further Unbundling", "Bona Fide Request/New Business Request Process for Further Unbundling"], ["draw-request", "Draw Request", "Draw Request"]], "related_snippets": [], "updated": "2025-07-17T06:09:22+00:00", "also_ask": ["What minimum response and resolution times should be mandated for support requests?", "How can the clause ensure accountability for unresolved or repeated support issues?", "What are the risks if support obligations are vaguely defined or lack escalation procedures?", "How does this support request clause compare to industry standards or competitors\u2019 terms?", "What evidence is required to prove breach or inadequate support in court?"], "drafting_tip": "Specify response times and escalation procedures to set clear expectations; define support channels to ensure accessibility.", "explanation": "A Support Request clause defines the process by which one party can seek assistance or technical support from the other party under the agreement. Typically, it outlines the methods for submitting requests, such as through email or a dedicated portal, and may specify response times or escalation procedures. This clause ensures that both parties have a clear understanding of how support will be provided, helping to manage expectations and resolve issues efficiently."}, "json": true, "cursor": ""}}