Common use of BASIC MAINTENANCE Clause in Contracts

BASIC MAINTENANCE. The Licensor shall maintain a technical support entry point via toll-free telephone and email address, which will be staffed by knowledgeable persons capable of providing technical assistance regarding the Software, its functionality, databases, operations, utilities and supporting documentation. Such telephone or email assistance will be available to the Licensee on a daily basis during regular working hours (8:00 a.m. to 6:00 p.m. Eastern time Monday through Friday). This technical support entry point will also coordinate problem resolution and keep the Licensee informed of efforts to remedy any problem situation until complete restoration of the service. Notwithstanding the foregoing, the first line of support will be the Licensee's Power Users who will contact and escalate the problem to Licensor when necessary.

BASIC MAINTENANCE. The Licensor shall maintain a technical support entry point via toll-free telephone and email address, which will be staffed by knowledgeable persons employees capable of providing technical assistance regarding the Software, its functionality, databases, operations, utilities and supporting documentation. Such telephone or email e-mail assistance will be available to the Licensee on a daily basis during regular working hours (8:00 a.m. to 6:00 p.m. Eastern time Monday through Friday). This technical support entry point will also coordinate problem resolution and keep the Licensee informed of efforts to remedy any problem situation until complete restoration of the service. Notwithstanding the foregoingforgoing, the first line of support will be the Licensee's Power Users who will contact and escalate the problem to Licensor when necessary.