Defect Repairs. 6.1 At PA’s discretion, PA may provide a software defect repair to the client based upon a variety of decision factors.
6.2 Defect repairs will be made in the latest service pack of a Supported Version. To illustrate the intention, if a Client is on Version 18.1 but the current active point release is 18.1.2, then a new defect repair will be released via 18.1.3 and the Client will be required to accept said defect repair in 18.1.3.
6.3 Notwithstanding the availability of defect repairs in this clause 4, the charge for any Services associated with Products upgrade or configuration, including the installation and/or upgrading of software, and the re-application or modification of Customisations, will be charged on a time and materials basis.
Defect Repairs. Cloudhouse will investigate each suspected Error reported by the Designated Support Contacts and determine whether in Cloudhouse’s judgment the reported problem is, in fact, an Error, and whether such Error is in the Licensed Software or in the Documentation. If Cloudhouse determines that there is an Error in the Licensed Software or in the Documentation, Cloudhouse will use commercially reasonable efforts to provide an avoidance procedure, a Workaround, or a Defect Repair in accordance with the response guidelines set forth in Section 3.6 below.
Defect Repairs. 4.1 At PA’s discretion, PA may provide a software defect repair to the client based upon a variety of decision factors.
4.2 Defect repairs will be made in the latest Service Pack of a Supported Version. To illustrate the intention, if a Client is on Version 18.1 but the current active point release is 18.1.2, then a new defect repair will be released via 18.1.3 and the Client will be required to accept said defect repair in 18.1.3.
4.3 Notwithstanding the availability of defect repairs in clause 4.1, the charge for any Professional Services associated with Products upgrade or configuration, including the installation and/or upgrading of software, and the re-application or modification of Customizations, will be based on current standard rates.
4.4 A positive Current Case Entitlement Balance is required to submit a Support Case, however any Support Case for which a defect is acknowledged and recorded in PA’s defect database will not result in the decrease in the Client’s Current Case Entitlement Balance.
Defect Repairs. At PA’s discretion, PA may provide a software defect repair to the client based upon a variety of decision factors.
