Informatics Software Support Sample Clauses

Informatics Software Support. 1. IM shall use best commercial efforts to do the following during the Initial Maintenance and Support Term and during any Renewal Maintenance and Support Term: (a) IM shall maintain the Informatics Software in accordance with the warranty set forth in the Agreement. ATMI shall provide VPN site to site Internet access to the data network located at 0 Xxxxxxxx Xxxxx, Xxxxxxx, XX. ATMI will fund the data circuits located in the ATMI data center and IM will fund the data circuits located in its data center. ATMI shall institute and document, prior to installation of the Informatics Hardware, and maintain thereafter, a reasonable firewall management policy to enable appropriate access and block unneeded access to the Informatics Software and Third Party Software installed on Informatics Hardware as needed to diagnose any problem or perform any services to be provided hereunder, subject to the provisions of Section 7.5 (IP Firewall) of the Agreement. The response times and procedures set forth above shall not apply for any error or problem if limits on IM’s access to the Informatics Software inhibit IM’s ability to conduct an initial assessment, make a diagnosis, provide an error resolution plan, and/or perform any services related to resolution of that error or problem. (b) ATMI may request services by calling 000-000-0000 (or such other number or email provided to ATMI for that purpose) between the hours of 9:00 a.m. and 5:00 p.m., Pacific time, Monday through Friday, excluding IM holidays, (or such other hours and days as may be mutually agreed to by the parties, from time to time, or for Priority 1 Errors., as specified in I.E., above). (c) ATMI should include in each error report sufficient information to enable IM to reproduce and verify the suspected error. Failure to supply this information may delay IM’s response. IM will acknowledge each reported error via telephone, facsimile transmission or electronic mail to the Named User reporting the error within twenty-four (24) hours of its original report, and will use commercially reasonable efforts consistent with the severity of the error to reproduce and verify reported errors and provide Updates (including workarounds) in accordance with the terms set forth herein. ATMI agrees to use commercially reasonable efforts to assist IM in its efforts to find corrections to confirmed errors ATMI reports. IM will use its best judgment to determine the priority level of each reported error according criteria set fo...