Common use of Support Requests Clause in Contracts

Support Requests. Customer’s entitled to Software Maintenance and Support services may submit support requests 24 hours per day, 7 days per week via email or telephone. Priority 1 support requests should be submitted via email and telephone. Email ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇▇ Telephone See: ▇▇▇▇▇://▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇▇/contact-us Upon receipt of a support request containing an Error report, Licensor shall acknowledge the request within the Initial Response Time set out in the below table, according to priority classification. Priority 1 (Critical): the Software is not functioning. 4 hours Each Party will commit the necessary resources until a Workaround or reduction in the severity of the Error is achieved. Priority 2 (Severe impact): major functions of the Software are disabled or unavailable. The Software is partially inoperative, but some features are still usable. 6 hours Each Party will commit resources during normal business hours until a Workaround is achieved or a specific action plan for how Licensor will address the Error is provided to the Customer. Priority 3 (Minor Impact): the Software is usable and the problem consists of inconvenience or minor failures involving individual components of the Software. Errors in the Documentation. 2 Business Days Licensor shall commit resources to address the Error at Licensor’s discretion.

Support Requests. Customer’s Customers entitled to Software Maintenance and Support services may submit support requests 24 hours per day, 7 days per week via email or telephone. Priority 1 support requests should be submitted via email and telephone. Email ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇▇ Telephone See: ▇▇▇▇▇://▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇▇/contact-us Upon receipt of a Customer support request containing an Error report, Licensor shall acknowledge the request within the Initial Response Time set out in the below table, according to priority classification. Priority 1 (Critical): the Software is not functioning. 4 hours Each Party Licensor and Customer will commit the necessary resources until a Workaround or reduction in the severity of the Error is achieved. Priority 2 (Severe impact): major functions of the Software are disabled or unavailable. The Software is partially inoperative, but some features are still usableusable by Customer. 6 hours Each Party Licensor and Customer will commit resources during normal business hours until a Workaround is achieved or a specific action plan for how Licensor will address the Error is provided to the Customer. Priority 3 (Minor Impact): the Software is usable and the problem consists of inconvenience or minor failures involving individual components of the Software. Errors in the Documentation. 2 Business Days Licensor shall commit resources to address the Error at Licensor’s discretion.