Common use of Provision of Product and Account Support Clause in Contracts

Provision of Product and Account Support. 2.1 Productsup support experts reactively answer Client submitted tickets about either a malfunction of the Productsup Software or questions on functionality, scope as well as configuration of the Productsup Software. In both cases, the Client is requested to give as many details as possible, such as links, concrete examples, or screenshots. 2.2 When communicating malfunctions of the Productsup Software to Productsup, the Client shall reasonably self-diagnose the impact and recommend, in good faith, to Productsup an appropriate Severity Level designation. Productsup shall validate given Severity Level designation or notify Client of a change in the Severity Level designation to a higher or lower level, giving a reason for such change. 2.3 When communicating non-system issues (ascribed as Severity Level 4) to Productsup, these can be questions about platform functionality, scope or best practices in regard to specific setups. The Client will be provided with help articles, step by step explanations or roadmap outlooks in case functionalities are planned, but not available yet. If a desired functionality is not available or in the pipeline, the Client can issue a feature request.

Provision of Product and Account Support. 2.1 Productsup support experts reactively answer Client submitted tickets about either a malfunction of the Productsup Software or questions on functionality, scope as well as configuration of the Productsup Software. In both cases, the Client is requested to give as many details as possible, such as links, concrete examples, or screenshots. 2.2 When communicating malfunctions of the Productsup Software to Productsup, the Client shall reasonably self-diagnose the impact and recommend, in good faith, to Productsup an appropriate Severity Level designation. Productsup shall validate given Severity Level designation or notify Client of a change in the Severity Level designation to a higher or lower level, giving a reason for such change. 2.3 When communicating non-system issues (ascribed as Severity Level 4) to Productsup, these can be questions about platform functionality, scope or best practices in regard to specific setups. The Client will be provided with help articles, step by step explanations or roadmap outlooks in case functionalities are planned, but not available yet. If a desired functionality is not available or in the pipeline, the Client can issue a feature request. 2.4 Productsup responds to support issues based on Severity Levels (as defined below) during Local Office Hours.