Common use of IMG'S OBLIGATIONS Clause in Contracts

IMG'S OBLIGATIONS. 3.1. For all IMG-branded Software Products, IMG shall be responsible for providing 1st Level Support to IMG's End Users, and IMG shall inform its End Users that all calls should be made first to IMG. 3.2. IMG's technical support contacts must complete training courses on the IMG-branded Software Products before providing product support services. Technical support contacts must be able to isolate, debug and resolve complex system administration issues. 3.3. IMG's technical support contacts shall fully document and isolate reported problems and attempt to eliminate other causes of the problem (such as application software errors, equipment incompatibility or End User modifications) before contacting VERITAS support personnel. VERITAS shall only be responsible for supporting the Software Product as provided to IMG. 3.4. IMG must inform its End User customers that all calls for support of IMG-branded Software Products should be made first to IMG. IMG shall also maintain an open call throughout the resolution process and will hold the primary responsibility for the End-User support customer contact.

IMG'S OBLIGATIONS. 3.1. For all IMG-branded Software Products, IMG shall be responsible for providing 1st Level Support to IMG's End Users, and IMG shall inform its End Users that all calls should be made first to IMG. 3.2. IMG's technical support contacts must complete training courses on the IMG-branded Software Products before providing product support services. Technical support contacts must be able to isolate, debug and resolve complex system administration issues. 3.3. IMG's technical support contacts shall fully document and isolate reported problems and attempt to eliminate other causes of the problem (such as application software errors, equipment incompatibility or End User modifications) before contacting VERITAS support personnel. VERITAS shall only be responsible for supporting the Software Product as provided to IMG. 3.4. IMG must inform its End User customers that all calls for support of IMG-branded Software Products should be made first to IMG. IMG shall also maintain an open call throughout the problem resolution process and will hold the primary responsibility for the End-User support customer contact.