Common use of SAAS ASSURANCE Clause in Contracts

SAAS ASSURANCE. 7.1. Upon the start of the Subscription Term, ConnectWise will send an email to Client's technical contact, identified on the Schedule, providing information to connect and access SaaS and SaaS Assurance. 7.2. The Client shall be provided with SaaS Assurance during the Subscription Term in accordance with ConnectWise’s Support Policies. To access SaaS Assurance, Client may utilize the ConnectWise support website, or other site or notification mechanism as ConnectWise may designate from time to time. 7.3. Access to SaaS Assurance is limited to supported versions of the SaaS Offerings, as per the SaaS Upgrade Policy. Extended support agreements for non-supported versions of SaaS Offerings are not offered. 7.4. For any SaaS Assurance requests, Client should be prepared to provide to support personnel all pertinent information, in English, including but not limited to, Client number or site identification number, incident severity, SaaS Offering, SaaS environment (Production or Non-Production), incident description, and a technical contact familiar with Client’s environment or the problem to be solved. Client must use reasonable efforts to communicate with ConnectWise in order to verify the existence of the problem and provide information about the conditions under which the problem could be re-created. 7.5. Upon receiving Client’s technical contact information, SaaS Assurance will be provided in a timely and professional manner by qualified support engineers. SaaS Assurance shall consist of: i. Access to ConnectWise support website for 24x7x365 online support and access to ConnectWise software product and Documentation, incident severity description with response objectives listed, Frequently Asked Questions, samples, webcast recordings and demos, usage tips and technical updates, as such are made generally available by ConnectWise. ii. Access to ConnectWise help desk and the ability to open and manage support incidents via ConnectWise support online or by telephone.

SAAS ASSURANCE. 7.11. Upon the start of the Subscription Term, ConnectWise Contuit will send an email to Client's technical contact, identified on the Schedule, providing information to connect and access SaaS and SaaS Assurance. 7.22. The Client shall be provided with SaaS Assurance during the Subscription Term in accordance with ConnectWiseContuit’s Support Policies. To access SaaS Assurance, Client may utilize the ConnectWise Contuit support website, or other site or notification mechanism as ConnectWise Contuit may designate from time to time. 7.33. Access to SaaS Assurance is limited to supported versions of the SaaS Offerings, as per the SaaS Upgrade Policy. Extended support agreements for non-supported versions of SaaS Offerings are not offered. 7.44. For any SaaS Assurance requests, Client should be prepared to provide to support personnel all pertinent information, in English, including but not limited to, Client number or site identification number, incident severity, SaaS Offering, SaaS environment (Production or Non-Production), incident description, and a technical contact familiar with Client’s environment or the problem to be solved. Client must use reasonable efforts to communicate with ConnectWise Contuit in order to verify the existence of the problem and provide information about the conditions under which the problem could be re-created. 7.55. Upon receiving Client’s technical contact information, SaaS Assurance will be provided in a timely and professional manner by qualified support engineers. SaaS Assurance shall consist of: : i. Access to ConnectWise Contuit support website for 24x7x365 online support and access to ConnectWise Contuit software product and Documentation, incident severity description with response objectives listed, Frequently Asked Questions, samples, webcast recordings and demos, usage tips and technical updates, as such are made generally available by ConnectWiseContuit. ii. Access to ConnectWise help desk and the ability to open and manage support incidents via ConnectWise support online or by telephone.