Common use of Engineering and Customer Service Support Clause in Contracts

Engineering and Customer Service Support. During the Term of this Agreement, Registry Operator will provide reasonable telephone and electronic customer support to Registrar, not Registered Name holders or prospective customers of Registrar, for non-technical issues solely relating to the Registry System and its operation. Registry Operator will provide Registrar with a telephone number and e-mail address for such support during implementation of the EPP, APIs and Software. While e-mail and FAQs are the primary method of help, Registry Operator will provide support on a 7-day/24-hour basis. The Registry Operator provides a clear, concise and efficient deliberation of customer support responsibilities. Registrars provide support to registrants and registries provide support for Registrars. This allows the Registry to focus its support on the highly technical and administratively complex issues that arise between the Registry and the Registrar. NeuStar will provide the Registrars with the following types of technical support: • Web-based self-help services, including: o Frequently asked questions o Downloads of EPP client software o Support for email messaging • Telephone support from our central Help Desk • Fee-based consulting services.

Engineering and Customer Service Support. During the Term of this Agreement, Registry Operator will provide reasonable telephone and electronic customer support to Registrar, not Registered Name holders or prospective customers of Registrar, for non-technical issues solely relating to the Registry System and its operation. Registry Operator will provide Registrar with a telephone number and e-mail address for such support during implementation of the EPP, APIs and Software. While e-mail and FAQs are the primary method of help, Registry Operator will provide support on a 7-day/24-hour basis. The Registry Operator provides a clear, concise and efficient deliberation of customer support responsibilities. Registrars provide support to registrants and registries provide support for Registrars. This allows the Registry to focus its support on the highly technical and administratively complex issues that arise between the Registry and the Registrar. NeuStar will provide the Registrars with the following types of technical support: • Web-based self-help services, including: o Frequently asked questions o Downloads of EPP client software o Support for email messaging • Telephone support from our central Help Desk • Fee-based consulting services.