Requests for Software Correction on Licensed Standard Software. At any time during the SSMA period, if Customer believes that the Licensed Standard Software does not conform to the current specifications set forth in the user manuals, Customer must notify New World in writing that there is a claimed defect and specify which feature and/or report Customer believes to be defective. Before any notice is sent to New World, it must be reviewed and approved by the Customer Liaison. Documented examples of the claimed defect must accompany each notice. New World will review the documented notice and when a feature or report does not conform to the published specifications, New World will provide software correction service at no charge. A non-warranty request is handled as a billable Request for Service (RFS). The no charge software correction service does not apply to any of the following:
(a) situations where the Licensed Standard Software has been changed by anyone other than New World personnel;
(b) situations where Customer's use or operations error causes incorrect information or reports to be generated; and;
(c) requests that go beyond the scope of the specifications set forth in the current User Manuals.
Requests for Software Correction on Licensed Standard Software. At any time during the two hundred seventy (270) day warranty period or during the SSMA period, if Customer believes that the Licensed Standard Software does not conform to the current specifications set forth in the user manuals, Customer must notify New World in writing that there is a claimed defect and specify which feature and/or report it believes to be defective. Before any notice is sent to New World, it must be reviewed and approved by the Customer Liaison. Documented examples of the claimed defect must accompany each notice. New World will review the documented notice and when a feature or report does not conform to the published specifications, New World will provide software correction service at no charge. (See paragraph 4.0 of the General Terms and Conditions of this Agreement for the New World warranties provided). A non-warranty request is handled as a billable Request for Service (RFS) (see Exhibit B). The no charge software correction service does not apply to any of the following:
(a) situations where the Licensed Standard Software has been changed by anyone other than New World personnel;
(b) situations where Customer's use or operations error causes incorrect information or reports to be generated; and
(c) requests that go beyond the scope of the specifications set forth in the current User Manuals.
Requests for Software Correction on Licensed Standard Software. At any time during the warranty period or during the SSMA period, if Customer believes that the Licensed Standard Software does not conform to the current specifications set forth in this Agreement and the then-current New World user manuals, Customer shall notify New World in writing, email, or through the New World support website, that there is a claimed defect and specify what it believes to be defective. New World shall only accept notices of defect and requests for software correction from the Customer Liaison, unless the Customer Liaison is not available or the defect or software correction is believed by Customer to be so critical that immediate notification to New World is required. Documented examples of the claimed defect must accompany each notice. New World shall review the documented notice and when system operation, a feature or report, or any other feature or function of the Licensed Standard Software does not conform to the published specifications, New World shall provide software correction service at no charge. (See Section 4.0 (“Warranties and Representations”) of the Agreement for the New World warranties provided). A custom request for change to Licensed Standard Software to include functionality which is not part of the software design, is handled as a billable Request For Service (RFS) (see Exhibit B – Project Management, Installation and Training Support Services and Fees, paragraph 5). Customer may submit software enhancement suggestions for New World to consider. If New World, at its discretion, decides to add a software feature as a result of Customer’s software enhancement suggestion, the feature will be added as Licensed Standard Software and there will be no additional charge. During the term of this SSMA, New World shall furnish error, defect, fault, performance degradation, operation or malfunction correction in accordance with the Priority Categories below, based on Customer’s determination of the severity of the error defect, fault, performance, operation or malfunction and New World’s reasonable analysis of the priority of the Error, defect, fault, performance degradation, operation or malfunction.
(a) Priority 1: An Error, defect, fault, performance degradation, operation or malfunction which renders the Licensed Standard Software inoperative; or causes the Licensed Standard Software to fail catastrophically. After initial assessment of the Priority 1 Error, defect, fault, performance degradation, operation or malfunct...
