Common use of The Support Services Clause in Contracts

The Support Services. 5.1 Alterian (Poole) Ltd. will provide technical support for the latest two versions of the Software comprising and limited to the following: 5.1.1 The provision of all bug fixes and patches and updates as released generally by Alterian (Poole) Ltd. to its customers from time to time in respect of the Software and all subsequent versions of the Software released while this Agreement is in effect. 5.1.2 Provision of a single point of contact, answering all calls in a courteous and timely manner from the Customer 5.1.3 Provision of a specific email address for support. 5.1.4 Monitoring of the e-mail address at regular times during normal Working Hours. 5.1.5 Logging essential and necessary information from the e-mails. 5.1.6 Sending confirmation of receipt by e-mail. 5.1.7 Identifying and clarifying any missing or unclear information. 5.1.8 ▇▇▇▇▇ diagnosis, analysis, classification and where possible recommendations for correction following a report of a problem from the Customer to the Alterian (Poole) Ltd. Support Centre within the appropriate Response Time detailed in Appendix 1. If the problem is Product Related then Alterian (Poole) Ltd. undertakes to provide a Defect Resolution within the appropriate Resolution Time detailed in Appendix 1. Alterian (Poole) Ltd. will classify the Defect and will assign a Defect Severity as either „Major, „Medium‟, „Minor‟ or „Cosmetic‟ (as defined in Appendix 1) and the following procedure will apply: Provision of the Support Services will, in the first instance, be carried out remotely by Alterian (Poole) Ltd., by using remote access where necessary. If it becomes necessary to carry out the Support Services at the Site, under the Standard Support provisions as defined in Appendix 1 such work will be chargeable at Alterian (Poole) Ltd.'s then prevailing daily rate including reasonable travel costs. 5.2 For the avoidance of doubt, Alterian (Poole) Ltd. is not obliged to carry out Support Services at the Site outside of Alterian (Poole) Ltd.‟s UK business hours (of 8.30 a.m. to 5.30 p.m., Mondays to Fridays, excluding public holidays) unless otherwise agreed between the parties. 5.3 In the event that the defect is not resolved within the timescales detailed in Appendix 1 the Customer may escalate the problem to the Customer Support Manager.

The Support Services. 5.1 Alterian (Poole) Ltd. will provide technical support for the latest two versions of the Software comprising and limited to the following: 5.1.1 The provision of all bug fixes and patches and updates as released generally by Alterian (Poole) Ltd. to its customers from time to time in respect of the Software and all subsequent versions of the Software released while this Agreement is in effect. 5.1.2 Provision of a single point of contact, answering all calls in a courteous and timely manner from the Customer 5.1.3 Provision of a specific email address for support. 5.1.4 Monitoring of the e-mail address at regular times during normal Working Hours. 5.1.5 Logging essential and necessary information from the e-mails. 5.1.6 Sending confirmation of receipt by e-mail. 5.1.7 Identifying and clarifying any missing or unclear information. 5.1.8 ▇▇▇▇▇ Fault diagnosis, analysis, classification and where possible recommendations for correction following a report of a problem from the Customer to the Alterian (Poole) Ltd. Support Centre within the appropriate Response Time detailed in Appendix 1. If the problem is Product Related then Alterian (Poole) Ltd. undertakes to provide a Defect Resolution within the appropriate Resolution Time detailed in Appendix 1. Alterian (Poole) Ltd. will classify the Defect and will assign a Defect Severity as either „Major, „Medium‟, „Minor‟ or „Cosmetic‟ (as defined in Appendix 1) and the following procedure will apply: Provision of the Support Services will, in the first instance, be carried out remotely by Alterian (Poole) Ltd., by using remote access where necessary. If it becomes necessary to carry out the Support Services at the Site, under the Standard Support provisions as defined in Appendix 1 such work will be chargeable at Alterian (Poole) Ltd.'s then prevailing daily rate including reasonable travel costs. 5.2 For the avoidance of doubt, Alterian (Poole) Ltd. is not obliged to carry out Support Services at the Site outside of Alterian (Poole) Ltd.‟s UK business hours (of 8.30 a.m. to 5.30 p.m., Mondays to Fridays, excluding public holidays) unless otherwise agreed between the parties. 5.3 In the event that the defect is not resolved within the timescales detailed in Appendix 1 the Customer may escalate the problem to the Customer Support Manager.