Technical Support means the technical assistance for attempting resolution of a reported Case through error correction, patches, hot fixes, workarounds, replacement deliveries, or any other type of Product corrections or modifications.
Technical Support Services means the technical support and maintenance Services provided by us according to our then-current technical support policy and procedure listed at ▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ (“Technical Support Policy”) when the Services are purchased.
SAP Delivered Support means SAP’s support offering to directly provide support to End Users subject to the terms and conditions set out in the EUMA.
SAP Support means SAP's then current support offering made available to Customer, as stated in the Order Form.
Service Level Agreement or SLA means the processes, deliverables, key performance indicators and performance standards relating to the Services to be provided by the Service Provider;