Maintenance & Support Services. So long as Company has not lapsed in its payment of Subscription Service Fees due hereunder during the Subscription Term, Beyond Identity shall provide Company (i) support services as further described in then- current M&S Schedule, a copy of which may be reviewed at xxxx://xxxxxxxxxxxxxx.xxx/docs/terms-legal; (ii) all upgrades and updates, at no additional charge ((i) and (ii) may individually or collectively be referred to as “M&S Services”). It is the responsibility of Company to obtain and install all upgrades and updates. Beyond Identity reserves the right to withhold M&S Services if Company (i) has lapsed in payment of the applicable Subscription Fees; (ii) failed to update the Software.
Maintenance & Support Services. Support services for UiPath RPA Platform are included in the License Fee and are provided in accordance with the Maintenance Terms located at the following web address: xxxxx://xxx.xxxxxx.xxx/hubfs/download/legalspot/MaintenanceTerms_final_27032017_v3.pdf (or successor website).
Maintenance & Support Services. Subject to sections 5.5 and 5.6, No later than 30 days prior to the expiration of the Warranty Period, Contractor shall invoice County for the annual fees for Maintenance and Support. Thereafter, Contractor shall no later than 30 days from the expiration of any Maintenance or Support period invoice County for the next period of Maintenance and Support in accord with the pricing set forth in Exhibit A.
Maintenance & Support Services. During the License Period, Company shall make the Maintenance & Support Services available to Customer in accordance with the M&S Policy.
Maintenance & Support Services. Unless otherwise provided in the State’s solicitation document, or in an attachment hereto, for the first year and all subsequent Contract years, Vendor agrees to provide the following services for the current version and one previous version of any Software provided with the Deliverables, commencing upon installation of the Deliverables or delivery of the Software:
Maintenance & Support Services. 2.1 As soon as reasonably possible following the receipt of the Incident Request, Chess shall undertake Triage work to attempt to Fix the Incident.
Maintenance & Support Services. 1.1 If Chess provides Maintenance Support Services, Chess shall be entitled to invoice annually in advance in relation to the cover to be provided for each item of Equipment on the Supported Equipment List by submitting an invoice to the Customer on or after the Commencement Date and on each anniversary of such date thereafter.
1.2 The charges for the Maintenance Support Services are based on a maximum number of 3 call-outs per item of Equipment contained on the Supported Equipment List in any, and further assumes that all call- outs will be made entirely during Normal Working Hours. If Chess is requested to attend more call-outs than this in any period and/or call-outs which are wholly or partially outside of Normal Working Hours, Chess shall charge the Customer for (and the Customer shall pay for) such additional call-outs in accordance with Chess’ standard hourly rates.
1.3 Maintenance Support Services shall only be provided in respect of Equipment on the Supported Equipment List. If the Customer or an End User requires Maintenance Support Services to be provided in respect of equipment other than that on the Supported Equipment List, the Customer may request that additional equipment be included on the Supported Equipment List by following the process set out in Schedule 5, but such new equipment shall be subject to the conditions and exclusions set out in Schedule 2.
Maintenance & Support Services. 5.1 The Licensor shall provide the Maintenance Services to the User from time to time, using reasonable skill and care.
5.2 The Licensor shall provide the Support Services to the User during the Term, using reasonable skill and care.
Maintenance & Support Services. 12.1. During the Term, and subject to the terms and conditions of this agreement, and Your full and timely payment to the Company of all applicable Fees, We and/or Our Value Added Reseller, will provide you technical support for questions, problems and inquiries regarding the Platform, pursuant to the support scheme, hours and channels agreed upon between You and the Company (directly and/or through Our Value Added Reseller). We will endeavor to respond to support requests within a reasonable time, and provide a reasonable resolution to your question, problem or inquiry .
12.2. The Company may, upon Your prior consent, remotely send and automatically install on the Platform – updates, upgrades, code modifications, enhancements, bug fixes, improvements, and any other form of code or settings changes in, or to, the Platform (each an "Automated Update"). Such installation may change the layout, design or display of the Platform (an "Up-to-date Version"). Should You decline an Automated Update, You shall have the ability to install such Automated Update manually by downloading such Up-to-date Version from Our website, provided that You are subscribed to the Maintenance & Support Services and provide further that Your license is still in effect.
12.3. The Company will provide the technical support services agreed upon, only if You have subscribed to such Maintenance & Support Services. In any event, the Company’s performance of its obligations in this respect, is conditioned upon Your full and timely payment of all applicable monthly subscription Fees for Maintenance & Support Services.
12.4. The Company may discontinue the provision of Maintenance & Support Services (and, accordingly, discontinue collecting the respective monthly subscription Fees for Maintenance & Support Services), through prior notice to You of no less than thirty (30) days.
Maintenance & Support Services. 2.1. Cyberbit shall provide You with Maintenance & Support Services in connection with the Product, during the Support Term. The language for all communications related to the Maintenance & Support Services shall be English.
2.2. To open a Support Ticket, You will need to register / create an account in Cyberbit’s support portal (xxxxx://xxx.xxxxxxxx.xxx/support ) (the “Support Portal”) and fill in an online form in Cyberbit’s Support Portal.
2.3. Following the receipt of a Support Ticket, Cyberbit’s support team shall confirm that the Support Ticket was received and provide You with a Ticket number for reference. Cyberbit’s support team, may request You to provide technical information which is necessary to effectively handle the Support Ticket.
2.4. The Support Ticket’s severity will be determined by Cyberbit’s support team who will assess the severity of the matter for which the Support Ticket was opened based on its impact on the use of the Product. The following table defines the different classification levels:
2.5. Unless otherwise specifically stated in a Purchase Order, the Response Time to a Support Ticket shall be as follows: Four (4) Service Hours for Critical (Severity 1) Support Tickets, and next business day for High (Severity 2) and Medium (Severity 3) Support Tickets.
2.6. The Maintenance & Support Services shall be provided via remote access to the Product, and You will be responsible to enable the Cyberbit support team such remote access, including any and all information and system facilities determined necessary by Cyberbit’s support team. Without remote access, Cyberbit shall not be able to provide the Maintenance & Support Services and any delays in providing the remote access shall result in delays in the Response Times.
2.7. Cyberbit will use commercially reasonable efforts to resolve each Medium/High/Critical Severity Support Ticket including, without limitation, by providing a reasonable Workaround and/or a software update (which can be provided in the next Product Update Release), and/or a specific action plan for handling the Failure. It is hereby clarified that Cyberbit will determine, in its sole and exclusive discretion, if, how and when to handle Low Severity Supports Tickets.
2.8. Cyberbit may perform the Maintenance & Support Services by any of its Affiliates and authorized subcontractors.
2.9. Cyberbit has no obligation to provide Maintenance & Support Services in connection with Failures which occur in any version of th...
