Common use of Customer’s Obligation to Assist Clause in Contracts

Customer’s Obligation to Assist. If Customer recognizes that the Software does not provide the functionality set forth in the documentation, Agreement or Order (“Error“), then Customer will inform Exasol by either e-mail or the support portal and will describe the Error in a reproducible manner with the following information: cluster information (a list of all hardware and network components), software version information, log files for the relevant period of time, a reproducible test case, CSV export of system tables, session id if applicable (“Qualified Error Report”). As reported Errors are assigned to Priorities, Customer will initially select the priority. If Customer does not make any statements about the priority, the reported Error will receive the priority level “normal”. The priority can change during the course of the correction work.

Customer’s Obligation to Assist. If Customer recognizes that the Software does not provide the functionality set forth in the documentation, Agreement or Order (“Error“), then Customer will inform Exasol by either e-mail or the support portal and will describe the Error in a reproducible manner with the following information: cluster information (a list of all hardware and network components), software version information, log files for the relevant period of time, a reproducible test case, CSV export of system tables, session id if applicable (“Qualified Error Report”). As reported Errors are assigned to Priorities, Customer will initially select the priority. If Customer does not make any statements about the priority, the reported Error will receive the priority level “normal”. The priority can change during the course of the correction work.

Customer’s Obligation to Assist. If Customer recognizes that the Software does not provide the functionality set forth in the documentation, Agreement or Order (“Error“), then Customer will inform Exasol EXASOL by either e-mail or the support portal and will describe the Error in a reproducible manner with the following information: cluster information (a list of all hardware and network components), software version information, log files for the relevant period of time, a reproducible test case, CSV export of system tables, session id if applicable (“Qualified Error Report”). As reported Errors are assigned to Priorities, Customer will initially select the priority. If Customer does not make any statements about the priority, the reported Error will receive the priority level “normal”. The priority can change during the course of the correction work.