Common use of Production Support Services Clause in Contracts

Production Support Services. OEM shall provide Level 1 Support and Level 2 Support directly to End Users, and Elastic will have no obligation to provide Support Services directly to End Users. During an applicable Subscription Term, Elastic will provide OEM with Level 3 Support in accordance with the Support Services Policy for the applicable Bundled Product, up to the applicable number of Total Billable Nodes included in the Subscription and at the applicable Subscription Level. Support Services will be delivered to OEM remotely, electronically, through the Internet, and when applicable, depending on the Subscription Level purchased, via telephone. For the avoidance of doubt, Support Services are not delivered in person at OEM’s or End Users’ facilities.

Production Support Services. OEM shall provide Level 1 Support and Level 2 Support directly to End Users, and Elastic will have no obligation to provide Support Services directly to End Users. During an applicable Subscription Term, Elastic will provide OEM with Level 3 Support in accordance with the Support Services Policy for the applicable Bundled Product, up to the applicable number of Total Billable Nodes or Total Resource Units included in the Subscription and at the applicable Subscription Level. Support Services will be delivered to OEM remotely, electronically, through the Internet, and when applicable, depending on the Subscription Level purchased, via telephone. For the avoidance of doubt, Support Services are not delivered in person at OEM’s or End Users’ facilities.

Production Support Services. OEM shall provide Level 1 Support and Level 2 Support directly to End Users, and Elastic will have no obligation to provide Support Services directly to End Users. During an applicable Subscription Term, Elastic will provide OEM with Level 3 Support in accordance with the Support Services Policy for the applicable Bundled Product, up to the applicable number of Total Billable Nodes included in the Subscription and at the applicable Subscription Level. Support Services will be delivered to OEM remotely, electronically, through the Internet, and when applicable, depending on the Subscription Level purchased, via telephone. For the avoidance of doubt, Support Services are not delivered in person at OEM’s or End Users’ facilities.