Support Services for Software Clause Samples
The 'Support Services for Software' clause defines the obligations and scope of assistance that the provider will offer to the customer regarding the software. Typically, this clause outlines the types of support available, such as technical troubleshooting, updates, bug fixes, and the channels or hours during which support can be accessed. It may also specify response times, escalation procedures, and any limitations or exclusions to the support provided. The core function of this clause is to set clear expectations for both parties about the level and nature of support, thereby reducing misunderstandings and ensuring that users have reliable help when issues arise.
Support Services for Software. (a) Subject to Section 6 of these WMS Terms, Hitachi’s software support comprises the support required for the ordinary use of the software in accordance with its Documentation, as provided through:
(i) remote telephone support or support via the online portal (“Hitachi Support Portal”) to: (1) identify and assist in resolving the Defect; (2) advise on installation of Updates; (3) and respond to minor software information queries.
(ii) on-site intervention and the provision of Patches and Fixes, Service Packs, respectively at Hitachi's sole discretion; and
(iii) the provision of access to Updates as and when Hitachi makes them generally available. Additional fees for Updates and/or Upgrades may apply. Access to Updates will be without additional charge where Hitachi provides the Updates on that basis to its general customer base.
Support Services for Software. ĂͿ ^ƵďũĞĐƚ ƚŽ ^ĞĐƚŝŽŶ ϲ ŽĨ ƚŚĞƐĞ tD^ dĞƌŵƐ͕ ,ŝƚĂĐŚŝ͛Ɛ ordinary use of the software in accordance with its Documentation, as provided through:
(i) ƌĞŵŽƚĞ ƚĞůĞƉŚŽŶĞ ƐƵƉƉŽƌƚ HŽitaƌch i SƐupƵpoƉrtƉPoŽrtƌal͟ƚͿ ǀƚŝŽĂ͗ ƚ;ŚϭĞͿ ŽŝŶĚůĞŝŶƚĞŝ assist in resolving the Defect; (2) advise on installation of Updates; (3) and respond to minor software information queries.
(ii) on-site intervention and the provision of Patches and Fixes, Service Packs, respectively at Hitachi's sole discretion; and
(iii) the provision of access to Updates as and when Hitachi makes them generally available. Additional fees for Updates and/or Upgrades may apply. Access to Updates will be without additional charge where Hitachi provides the Updates on that basis to its general customer base. ͞WĂƚĐŚĞƐ mĂeaŶn cĚha ng&esŝmdžadĞe Ɛto ͟the software by Hitachi that establish or restore substantial conformity with the Documentation. Patches refers to minor enhancements to the software that typically provide interoperability updates and Fixes refers to error corrections to the software. Errors must be reproducible. ͞^ĞƌǀŝĐmĞe anWanĂaĐccŬumƐul͟ati on of Patches and Fixes into a generally available package applicable to the latest generally available version of the software, v1.r1.r2. released at the same time as a new maintenance level ĂŶĚ ƚĂƌŐĞƚĞĚ Ăƚ ,ŝƚĂĐbaŚse.ŝ͛Ɛ ĞdžŝƐƚŝŶŐ ƐŽĨƚǁĂƌĞ ŝŶƐƚĂůů ͞hƉĚĂmƚeaĞnsƐs͟ub sequent releases and error corrections and/or minor functional enhancements for Software previously licensed by Hitachi. ͞hƉŐƌĂmeĚanĞs rƐel͟eases that contain new additional features which significantly increase the basic functionality of the Product and for which Hitachi elects to charge separately to its customers generally.
Support Services for Software. Support Services for Software shall begin on the date of electronic availability of the Software, or if licensed as part of a Hardware purchase, when delivered to a common carrier and continue for the Support Services Term. Any subsequent renewals of Software Support Services shall begin and terminate with the length of the subscription term on an accepted purchase order.