Common use of Conditions for Providing Support Clause in Contracts

Conditions for Providing Support. Prior to logging an Incident with Provider, Company will endeavor to diagnose the nature of the Incident to ensure that it is resident in the Provider Technology and not a third party application or component. During the collaborative initial phase of reporting an Incident, Company will reciprocate a reasonable level of time and resources in accordance with the severity of Incident. Company acknowledges that Provider’s ability to perform certain Support Services may be conditioned upon access to and completeness of certain Company information as reasonably requested by Provider. Such information may include, but is not limited to, the type of hardware Company is using, a description of the Incident for which Company seeks Support Services, and additional software Company is using that falls outside the Support Services scope of coverage.