Common use of SAAS SUPPORT Clause in Contracts

SAAS SUPPORT. 8.1. The Ordering Activity shall be provided with SaaS Support during the Subscription Term. 8.2. For any SaaS Support requests, Ordering Activity should be prepared to provide to SaaS Support personnel, all pertinent information, in English, including but not limited to, Ordering Activity number or site identification number, incident severity, SaaS/software name, area of SaaS (Production or Sandbox), incident description, and a technical contact familiar with Ordering Activity’s environment or the problem to be solved. Ordering Activity must use reasonable efforts to communicate with CA in order to verify the existence of the problem and provide information about the conditions under which the problem could be duplicated. 8.3. Upon receiving Ordering Activity’s technical contact information, SaaS Support will be provided in a timely and professional manner by qualified support engineers as defined below: i. Access to CA help desk and the ability to open and manage support incidents via CA support online or by telephone. ii. Production environment support: 24x7 for severity 1 incidents; normal business hours for severities 2-4. iii. Sandbox environment support: Normal business hours for incidents of all severities. iv. Access to CA support website (currently: xxxx://xxxxxxx.xx.xxx) for 24x7x365 online support and access to CA software product and documentation, global user communities and regional user groups, FAQs, samples, webcast recordings and demos, usage tips, technical updates and HYPER notifications, as such are made available by CA. v. Interactive remote diagnostic support allowing CA support engineers to troubleshoot an incident securely through a real-time browser-based remote control feature. vi. Additional support such as file storage, point in time backup, periodic file refresh and basic reporting may be available at CA’s discretion according to the SaaS provided. Any additional support requirements are only by prior written agreement with CA. 8.4. In order to respond to an issue raised through SaaS Support, CA may request Ordering Activity to upgrade to appropriate operating systems and or third party applications as required in order to properly operate and access the SaaS offering. Any such upgrades or installations shall be at the Ordering Activity’s sole option and discretion. The costs associated with any upgrades required and any such installations are not included as SaaS Support and all such costs shall be the responsibility of the Ordering Activity.

SAAS SUPPORT. 8.1. The Ordering Activity shall be provided with SaaS Support during the Subscription Term. 8.2. For any SaaS Support requests, Ordering Activity should be prepared to provide to SaaS Support personnel, all pertinent information, in English, including but not limited to, Ordering Activity number or site identification number, incident severity, SaaS/software name, area of SaaS (Production or Sandbox), incident description, and a technical contact familiar with Ordering Activity’s Activity’s environment or the problem to be solved. Ordering Activity must use reasonable efforts to communicate with CA in order to verify the existence of the problem and provide information about the conditions under which the problem could be duplicated. 8.3. Upon receiving Ordering Activity’s Activity’s technical contact information, SaaS Support will be provided in a timely and professional manner by qualified support engineers as defined below: i. Access to CA help desk and the ability to open and manage support incidents via CA support online or by telephone. ii. Production environment support: 24x7 for severity 1 incidents; normal business hours for severities 2-4. iii. Sandbox environment support: Normal business hours for incidents of all severities. iv. Access to CA support website (currently: xxxx://xxxxxxx.xx.xxx) for 24x7x365 online support and access to CA software product and documentation, global user communities and regional user groups, FAQs, samples, webcast recordings and demos, usage tips, technical updates and HYPER notifications, as such are made available by CA. v. Interactive remote diagnostic support allowing CA support engineers to troubleshoot an incident securely through a real-time browser-based remote control feature. vi. Additional support such as file storage, point in time backup, periodic file refresh and basic reporting may be available at CA’s CA’s discretion according to the SaaS provided. Any additional support requirements are only by prior written agreement with CA. 8.4. In order to respond to an issue raised through SaaS Support, CA may request Ordering Activity to upgrade to appropriate operating systems and or third party applications as required in order to properly operate and access the SaaS offering. Any such upgrades or installations shall be at the Ordering Activity’s Activity’s sole option and discretion. The costs associated with any upgrades required and any such installations are not included as SaaS Support and all such costs shall be the responsibility of the Ordering Activity.

SAAS SUPPORT. 8.17.1. Upon the start of the Subscription Term, CA will send an email to Customer's technical contact, identified on the Transaction Document, providing information to connect and access SaaS and SaaS Support. 7.2. The Ordering Activity Customer shall be provided with SaaS Support during the Subscription TermTerm in accordance with CA’s Support Policies at xxxxxxx.xx.xxx. To access SaaS Support, Customer may utilize the CA support website, or other site or notification mechanism as CA may designate from time to time. 8.27.3. Access to SaaS Support 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 Support requests, Ordering Activity Customer should be prepared to provide to SaaS Support personnel, support personnel all pertinent information, in English, including but not limited to, Ordering Activity Customer number or site identification number, incident severity, SaaS/software nameSaaS Offering, area of SaaS environment (Production or SandboxNon-Production), incident description, and a technical contact familiar with Ordering ActivityCustomer’s environment or the problem to be solved. Ordering Activity Customer must use reasonable efforts to communicate with CA in order to verify the existence of the problem and provide information about the conditions under which the problem could be duplicatedre-created. 8.37.5. Upon receiving Ordering ActivityCustomer’s technical contact information, SaaS Support will be provided in a timely and professional manner by qualified support engineers as defined belowengineers. SaaS Support shall consist of: i. Access to CA help desk and the ability to open and manage support incidents via CA support online or by telephone. ii. Production environment support: 24x7 for severity 1 incidents; normal business hours for severities 2-4. iii. Sandbox environment support: Normal business hours for incidents of all severities. iv. Access to CA support website (currently: xxxx://xxxxxxx.xx.xxx) for 24x7x365 online support and access to CA software product and documentationDocumentation, incident severity description with response and resolution objectives listed, global user communities and regional user groups, FAQsFrequently Asked Questions, samples, webcast recordings and demos, usage tips, technical updates and HYPER notifications, as such are made available by CA. ii. Access to CA help desk and the ability to open and manage support incidents via CA support online or by telephone. iii. Production environment support: 24x7 for severity 1 incidents; normal business hours for severities 2- 4. iv. If applicable to the SaaS Offering, Non-Production environment support: Normal business hours for incidents of all severities. v. Interactive remote diagnostic support allowing CA support engineers to troubleshoot an incident securely through a real-time browser-browser- based remote control featurefeature for support issues which may be resident in Customer’s software or systems. vi7.6. Additional support such as file storage, point in time backup, periodic file refresh and basic reporting may be available at CA’s discretion according to the type of SaaS providedOffering provided and where indicated on the Transaction Document or in the SaaS Listing. Any additional support requirements are only by prior written agreement with of CA. 8.47.7. In order to respond to an issue raised through SaaS SupportDuring the Subscription Term, CA may request Ordering Activity to upgrade to appropriate operating systems and if Customer requests specific scripts, connectors or third party applications as required customizations in order to properly operate and access optimize usage of SaaS, Customer may request CA to provide such services. Such services will be provided through a professional services agreement with CA for a separate fee, or as mutually agreed by the SaaS offering. Any such upgrades or installations shall be at the Ordering Activity’s sole option and discretion. The costs associated with any upgrades required and any such installations are not included as SaaS Support and all such costs shall be the responsibility of the Ordering ActivityParties.