Hosting Support Services. As set forth in Exhibit C, PTG will provide the Customer general support services to help the Customer access the Software (“Hosting Support Services”) during the Term.
Hosting Support Services. The routine Hosting Support Services provided under this Hosting Agreement, shall comprise the (a) resolution of errors to the Software, and (b) help desk user support of the Software. Hosting Support Services do not include support for third-party vendor hardware/software, integration of third-party vendor hardware/software. The Customer relieves PTG of responsibility for any code modifications, system modifications or database changes performed by the Customer or any third parties at the Customer’s request and not specifically authorized by PTG. The specifics of the routine Hosting Support Services provided under this Hosting Agreement are as follows:
Hosting Support Services. Following the reception of a support request that is qualified as a Hosting Subscription Services issue, support consists of the following: • acting as the initial point of contact for communications with an eligible Customer; • resolving questions from Customers about how to configure and operate the hosting infrastructure and otherwise guiding the Customer towards a solution if the issue is one of education and training in the use of the hosting infrastructure; • collecting initial diagnostic information, including a detailed description of the apparent bug, malfunction, non-conformity to specifications or other defect in the hosting infrastructure, the circumstances of its occurrence and the data necessary to reproduce the problem; • attempting to reproduce the problem; • implementing defect resolutions, enhancements, fixes, work-arounds and new releases or updated versions of the Hosting Subscription Services in response to problems. Through the eZ Platform Cloud ticketing and issue management system, the support team will provide updates on investigation progress and change of status at junctures where new substantive information is available or the Hosting Subscription Services provider determines it may be useful. The status conditions of the Hosting Subscription Services provider include: • New: Tickets not yet reviewed. • Open: Analysis in process. • Pending: Tickets that are awaiting feedback or other progress from Customer based on information required, or recommendations made, by the support team. • On Hold: Tickets that have a dependency (for example, a business decision) on either the part of Ibexa or the Customer, in all cases as mutually agreed. • Resolved: Tickets that have reached a conclusion either through resolution of the issue or determination that no further work is warranted. Recurrence of identical issues within thirty (30) calendar days may be re-opened by the Customer or Ibexa for no charge and without affecting ticket allotment of Customer subscription (see below); otherwise, Customer may request a new ticket. Procedures and response times as noted above are subject to change, if so, Ibexa will supply the relevant details.
Hosting Support Services. Licensor’s Data Center shall provide the following hosting support services:
