Description of Software Support Services. Subject to the terms and conditions of this Agreement and for so long as Customer has the requisite number of License and Support Subscriptions in effect, Xxxx will provide Customer the Software Support Services described below. Software Support Services under this Section do not cover any of the exclusions from warranty and support coverage as described under Section 9. If Xxxx, in its discretion, provides Software Support Services in addition to the services described under this Section, Customer will pay Xxxx for such services on a time-and-materials basis at Xxxx’x then-prevailing rates, plus expenses, and for replacements at Xxxx’x list prices, unless otherwise agreed in writing by Xxxx and Customer.
Description of Software Support Services. Subject to the terms and conditions of this Agreement, Xxxx will provide Customer the Software Support Services described in Section 1.6 in the Statement of Work. Software Support Services under this Section do not cover any of the exclusions from warranty and support coverage as described under Section
Description of Software Support Services q Severity Levels o Federos classifies support requests in five severity level categories. o Federos has a Service Level Objective as identified in the table below for an initial response when Service Requests are created during Support Hours. For Premium 24x7 customers, the Service Level Objectives for Severity 1 and 2 Service Requests apply 24x7. o Federos will use commercially reasonable efforts to resolve issues reported in Service Requests in accordance with the Schedule below. o Estimated resolution times listed below represent the estimated time to create, deliver and test a software patch to address a product deficiency identified in Severity 1, 2, 3, or 4 Service Requests. Estimated resolution times exclude customer response times to requests for information. Federos will attempt to provide a workaround and/or temporary solution to the identified issue prior to creating a software patch for the final resolution of the Service Request. o In the event that partial resolution is effected, Federos may adjust the Severity level of the Service Request to reflect the current impact to the customer’s use of the product. Severity Level Severity Level Description Initial Response Objective Status Updates Relief Provided Resolution Provided 1 Application Outage: system completely non-functional Standard 8x5 Support: 2 hours Every 2 hours Within 8 hours 5 business days 2 Application Error without total loss of functionality; business impacting 2 hours Every Standard Support Day Within 2 Standard Support Days Next Regular Software Update 3 Application Error without total loss of functionality; not business impacting 4 hours (within Support Hours) As necessary or upon request Within 5 standard Support Days Future Software Update 4 Application inaccuracy 4 hours (within Support Hours) As necessary or upon request Not Applicable Not Applicable 5 General Question or Consultation 4 hours (within Support Hours) As necessary or upon request Not Applicable Not Applicable q Definitions o Initial Response: acknowledgement of receipt of a new Service Request; assignment of that Service Request to a support engineer, and initial contact with the customer o Status Updates: an update record added to the service request o Relief: estimate for guidance on changes to the system such that the Severity Level is reduced to the next lower level (or lower). May include corrections or workarounds. o Resolution: For code corrections, estimate for release of a software update containi...
