Support Requests; updates Sample Clauses
The 'Support Requests; updates' clause defines the procedures and expectations for submitting and handling requests for technical or customer support, as well as the process for receiving updates to the supported product or service. Typically, this clause outlines how users can contact support, the types of issues covered, response times, and the method by which updates or patches will be communicated or delivered. Its core function is to ensure that users have a clear understanding of how to obtain assistance and stay informed about improvements or fixes, thereby promoting efficient problem resolution and maintaining the quality and reliability of the service.
Support Requests; updates. After the date on which the Software Services are first made available to Subscriber, Subscriber may submit support requests through the Higher Logic Users' Group (HUG) website for support tickets. Requests outside of normal Software Services support will be billed at the then-current hourly rate. Subscriber acknowledges that operation of the Software Service may rely upon the integration and interface of the Software Services with data sources and applications supplied and maintained by Subscriber. In the event of any change to such data sources, applications or interfaces that have been supplied or maintained by Subscriber, Subscriber shall provide not less than sixty (60) days’ advanced, written notice of such change to Higher Logic. Higher Logic covenants and agrees to undertake commercially reasonable efforts to update, modify and/or adapt the Software Services on the basis of any such data integration; provided that Higher Logic may reasonably require Subscriber to enter into a task order or other agreement and to pay additional, mutually agreeable fees pertaining to such work.