SUPPORT SERVICES General Clause Samples
The 'SUPPORT SERVICES General' clause defines the basic terms and scope under which support services will be provided by one party to another. It typically outlines the types of support available, such as technical assistance, maintenance, or customer service, and may specify response times, service hours, and methods of contact. This clause ensures both parties have a clear understanding of the support expectations and helps prevent disputes by setting out the general framework for ongoing assistance.
SUPPORT SERVICES General. AvePoint Support Services include the following: (1) telephone or electronic support to help Cus- tomer correct problems with Solutions; (2) bug fixes and code corrections to correct Solution malfunctions and bring Solutions into substantial conformity with the Doc- umentation; and (3) all upgrades, enhancements, and other changes that AvePoint, at its sole discretion, makes SERVICES DE SUPPORT Généralités. Les Services de Support AvePoint compren- nent ce qui suit : (1) un support téléphonique ou électro- nique pour aider le Client à corriger des problèmes avec les Solutions ; (2) des corrections de bogues et de code pour corriger les dysfonctionnements des Solutions et rendre les Solutions substantiellement conformes à la Do- cumentation ; et (3) toutes les mises à jour, améliorations
28.1 RGPD, will then make a prompt and reasonable attempt to pro- sauf accord contraire par le biais d'un accord écrit distinct vide Customer with a suitable workaround or program entre les Parties. AvePoint fera alors une tentative rapide change to correct or avoid such error. In the event of on- et raisonnable pour fournir au Client une solution de con- site services requested by Customer, Customer agrees to tournement appropriée ou un changement de pro- reimburse AvePoint for any and all reasonable expenses gramme pour corriger ou éviter une telle erreur. En cas de incurred by AvePoint for purposes of performing such on- services sur site demandés par le Client, le Client accepte site services (including travel expenses). de rembourser à AvePoint toutes les dépenses raison- nables encourues par AvePoint aux fins de l'exécution de ces services sur site (y compris les frais de déplacement). Support Levels. Support Services provided to Niveaux d'assistance. Les Services d'assistance fournis au Customer during the Support Term are determined by the Client pendant la Durée d'assistance sont déterminés par level of support purchased by Customer (“Support Level” le niveau d'assistance acheté par le Client (" Niveau or “Level”). The Support Level shall be specified in the ap- d'assistance " ou " Niveau "). Le niveau d'assistance sera plicable Order and shall be either Premier, Standard or spécifié dans la Commande applicable et sera soit le ni- Basic Level, as further described in the following table: veau Premier, Standard ou Basic, comme décrit plus en dé- tail dans le tableau suivant : Support Channels E-mail or Web Support Ticket Only E-mail, Web Support Ticket, Phone and We...
SUPPORT SERVICES General. AvePoint Support Services include the following: (1) telephone or electronic support to help Customer correct problems with Solutions; (2) 5.
SUPPORT SERVICES General. AUTOCENE Support Services are intended to assist You in the normal operation and routine use of the supported Software for customary issues. Accordingly, Support Services do not include general information on application design, usage, and workflow automation or assistance equivalent to training concerning the use of the Software (such assistance is provided separately and for a fee by AUTOCENE) or any substantive or technical consulting arising in connection with the application of the Software. Additionally, Support Services include answering questions and providing a reasonable level of guidance to You about the use of the Software, responding to reports of Errors and determining if the reported Error is a result of an issue with the Software or an environmental or installation issue. You are responsible for providing documentation sufficient for AUTOCENE to reproduce the Error including a detailed written description of the problem, log files, core dumps, data files, and any other information reasonably requested by AUTOCENE. AUTOCENE is not responsible for Errors or other problems due to non-AUTOCENE products or services, misuse, accident, damage or modification, or failure to maintain proper physical or operating environment. If AUTOCENE reasonably believes that a problem reported by You may not be due to an Error in the Software, AUTOCENE will so notify You, and AUTOCENE shall not proceed further, unless so instructed in writing by You. If, upon resolution of an Error, it is determined that the Error is not due to the Software or other conditions attributable to AUTOCENE You will be invoiced for time and materials at AUTOCENE’s then-standard Professional Services rates.
SUPPORT SERVICES General. Gap has purchased under this Attachment B Support Services as described in this Attachment B for all covered equipment listed in Exhibit D.16 (Gap Equipment). IBM will provide, at the OEM or third party repair center, facilities for storing and repairing equipment. All equipment that is sent to Gap from the Repair Center should be tested utilizing a Gap Test environment to validate the equipment is functioning as desired by Gap. The LRT support services will be provided under an existing Symbol agreement for a mutually agreed to period of time.
SUPPORT SERVICES General. 6.4.1 Documentation pertaining to any Updates will be provided as stated in the relevant Agreed Order.
6.4.2 The Support Services provided under this Agreement shall not include any of the following:
a) problems not related to the Software or caused by a modification to the Software which the Supplier has neither performed nor approved:
b) problems resulting from the failure of the Customer to use the Software in a manner which is consistent with the appropriate Documentation supplied by the Supplier to the Customer.
6.4.3 The terms and conditions of the Support Services regarding any Software provided by the Supplier to the Customer under this Agreement shall be provided as per the specifics set out in the Service Level Agreement relevant to the Agreed Order and Idox Service Desk Support Guidelines.
6.4.4 Any modification of the Software provided under this Agreement must be performed by the Supplier only unless such modification has been performed by the Customer with the express written consent of the Supplier. Any modification to the Software done otherwise shall not be supported by the Supplier.
SUPPORT SERVICES General