Common use of Assistance in Providing Support Clause in Contracts

Assistance in Providing Support. Licensee will provide reasonable assistance to TRIARQ in determining and resolving Errors that Licensee reports. Error determination activities may include performing network traces, capturing error messages, collecting configuration information and other similar activities to allow TRIARQ to reproduce the Error. Resolution activities may include access to Licensee's personnel and/or remote access to the Supported Environment. Licensee agrees to allow TRIARQ to use remote access tools, with the participation and under the supervision of a Licensee Contact, to access the Software in the Supported Environment and modify its configuration as part of TRIARQ Error determination and resolution activities. TRIARQ may not be able to provide Licensee with an Error Correction without such remote access. Licensee is responsible for performing activities to implement Error Corrections TRIARQ provides and for responding in a timely manner to requests for information by a TRIARQ Support Representative. Error Corrections may include changing, installing or reinstalling new or existing versions of software or new components, or modifying processes. Any information Licensee provides TRIARQ in connection with the Support process that Licensee designates as confidential will be used only to resolve reported Errors and will not be disclosed to anyone other than TRIARQ personnel involved in resolving the Error. As part of TRIARQ's Error resolution process, information Licensee provides to TRIARQ may be made available to TRIARQ employees in foreign countries, unless Licensee notifies TRIARQ otherwise in writing when providing TRIARQ with such information.

Assistance in Providing Support. Licensee will provide reasonable assistance to TRIARQ either or both Triarq and the Partner in determining and resolving Errors that Licensee reports. Error determination activities may include performing network traces, capturing error messages, collecting configuration information and other similar activities to allow TRIARQ Triarq to reproduce the Error. Resolution activities may include access to Licensee's personnel and/or remote access to the Supported Environment. Licensee agrees to allow TRIARQ Triarq to use remote access tools, with the participation and under the supervision of a Licensee Contact, to access the Software in the Supported Environment and modify its configuration as part of TRIARQ Triarq Error determination and resolution activities. TRIARQ Triarq may not be able to provide Licensee with an Error Correction without such remote access. Licensee is responsible for performing activities to implement Error Corrections TRIARQ Triarq provides and for responding in a timely manner to requests for information by a TRIARQ Triarq Support Representative. Error Corrections may include changing, installing or reinstalling new or existing versions of software or new components, or modifying processes. Any information Licensee provides TRIARQ Triarq in connection with the Support process that Licensee designates as confidential will be used only to resolve reported Errors and will not be disclosed to anyone other than TRIARQ Triarq personnel involved in resolving the Error. As part of TRIARQTriarq's Error resolution process, information Licensee provides to TRIARQ Triarq may be made available to TRIARQ Triarq employees in foreign countries, unless Licensee notifies TRIARQ Triarq otherwise in writing when providing TRIARQ Triarq with such information.