Common use of OEM Support and Maintenance Clause in Contracts

OEM Support and Maintenance. OEM shall be solely responsible to provide End Customers with support and maintenance. Subject to OEM’s payment in full of the fees under this Agreement, Licensor will provide to OEM the support and maintenance services (“Support Services”) in accordance with Licensor’s standard support terms available at xxxx://xxxxx.xxxxxxx.xxx/rs/sisense/images/sisense-support-terms.pdf (as amended from time to time, the “Support Terms”). Licensor has no obligation to provide any Support Services to End Customers directly. The Software includes the Remote Support Analysis Module which automatically connects OEM’s or End Customer’s computer to Licensor’s server to verify successful installation of the Software and its Updates and Versions. Through operation of the Remote Support Analysis Module, Licensor obtains: (i) non-personally identifiable information, such as manner, consistency, duration, usage pattern, statistics, memory, bandwidth and other information identifying the ways in which OEM or End Customer uses the Software; (ii) metadata such as logs, how many requests OEM issued, commonly used data sources, size of OEM database, modules used, etc. and (iii) the login id (including email address) for the OEM representative who licensed the Software. In order to further facilitate troubleshooting of support issues, the Remote Support Analysis Module includes a feature to trace activity to specific user logins. The Remote Support Analysis Module (or the activity tracing feature) can be disabled as part of the Software configuration or can be set to scramble potentially sensitive data that might otherwise be collected at OEM’s sole control and discretion. If the Remote Support Analysis Module is disabled, OEM acknowledges that Licensor’s ability to provide the Support Services may be impaired.‌

OEM Support and Maintenance. OEM shall be solely responsible to provide End Customers with support and maintenance. Subject to OEM’s payment in full compliance with the terms of the fees under this Agreement, Licensor will provide to OEM the support and maintenance services (“Support Services”) in accordance with Licensor’s standard support services terms and conditions available at xxxx://xxxxx.xxxxxxx.xxx/rs/sisense/images/sisense-support-terms.pdf xxxx://xxxxx.xxxxxxx.xxx/rs/sisense/images/sisense-support-terms.pdf, (as amended from time to time, the “Support Terms”). Notwithstanding anything to the contrary in the Support Terms, however, Licensor shall not be obligated to provide support for plug-ins, rest API’s or other specific code provided to an individual OEM, nor to provide guidance on the ordinary operation of the Software other than as provided in the online training referenced in Section 5.3 above. Further, Licensor has no obligation to provide any Support Services to End Customers directly. The Software includes the Remote Support Analysis Module which automatically connects OEM’s or End Customer’s computer to Licensor’s server to verify successful installation of the Software and its Updates and VersionsUpgrades. Through operation of the Remote Support Analysis Module, Licensor obtains: (i) non-personally identifiable information, such as manner, consistency, duration, usage pattern, statistics, memory, bandwidth and other information identifying the ways in which OEM or End Customer uses the Software; (ii) metadata such as logs, how many requests OEM issued, commonly used data sources, size of OEM database, modules used, etc. and (iii) the login id (including email address) for the OEM representative who licensed the Software. In order to further facilitate faciliate troubleshooting of support issues, the Remote Support Analysis Module includes a feature to trace activity to specific user logins. The Remote Support Analysis Module (or the activity tracing feature) can be disabled as part of the Software configuration or can be set to scramble potentially sensitive data that might otherwise be collected at OEM’s sole control and discretion. If the Remote Support Analysis Module is disabled, OEM acknowledges that Licensor’s ability to provide the Support Services may be impaired.‌

OEM Support and Maintenance. OEM shall be solely responsible to provide End Customers with support and maintenance. Subject to OEM’s payment in full of the fees under this Agreement, Licensor will provide to OEM the support and maintenance services (“Support Services”) in accordance with Licensor’s standard support terms available at xxxx://xxxxx.xxxxxxx.xxx/rs/sisense/images/sisense-support-terms.pdf (as amended from time to time, the “Support Terms”). Licensor has no obligation to provide any Support Services to End Customers directly. The Software includes the Remote Support Analysis Module which automatically connects OEM’s or End Customer’s computer to Licensor’s server to verify successful installation of the Software and its Updates and Versions. Through operation of the Remote Support Analysis Module, Licensor obtains: (i) non-personally identifiable informationpersonal data, such as manner, consistency, duration, usage pattern, statistics, memory, bandwidth and other information identifying the ways in which OEM or End Customer uses the Software; (ii) metadata such as logs, how many requests OEM issued, commonly used data sources, size of OEM database, modules used, etc. and (iii) the login id (including email address) for the OEM representative who licensed the Software. In order to further facilitate troubleshooting of support issues, the Remote Support Analysis Module includes a feature to trace activity to specific user logins. The Remote Support Analysis Module (or the activity tracing feature) can be disabled as part of the Software configuration or can be set to scramble potentially sensitive certain personal data that might otherwise be collected at OEM’s sole control and discretion. If the Remote Support Analysis Module is disabled, OEM acknowledges that Licensor’s ability to provide the Support Services may be impaired.‌

OEM Support and Maintenance. OEM shall be solely responsible to provide End Customers with support and maintenance. Subject to OEM’s payment in full of the fees under this Agreement, Licensor will provide to OEM the support and maintenance services (“Support Services”) in accordance with Licensor’s standard support terms available at xxxx://xxxxx.xxxxxxx.xxx/rs/sisense/images/sisense-support-terms.pdf (as amended from time to time, the “Support Terms”). Licensor has no obligation to provide any Support Services to End Customers directly. The Software includes the Remote Support Analysis Module which automatically connects OEM’s or End Customer’s computer to Licensor’s server to verify successful installation of the Software and its Updates and Versions. Through operation of the Remote Support Analysis Module, Licensor obtains: (i) non-personally identifiable informationpersonal data, such as manner, consistency, duration, usage pattern, statistics, memory, bandwidth and other information identifying the ways in which OEM or End Customer uses the Software; (ii) metadata such as logs, how many requests OEM issued, commonly used data sources, size of OEM database, modules used, etc. and (iii) the login id (including email address) for the OEM representative who licensed the Software. In order to further facilitate troubleshooting of support issues, the Remote Support Analysis Module includes a feature to trace activity to specific user logins. The Remote Support Analysis Module (or the activity tracing feature) can be disabled as part of the Software configuration or can be set to scramble potentially sensitive certain personal data that might otherwise be collected at OEM’s sole control and discretion. If the the‌ Remote Support Analysis Module is disabled, OEM acknowledges that Licensor’s ability to provide the Support Services may be impaired.‌impaired.