Common use of Second Level Support and Maintenance Clause in Contracts

Second Level Support and Maintenance. CA shall provide Service Provider with second level support as described in this section, and “Maintenance” as described below for CA Software properly licensed to Service Provider and in return for payment by Service Provider of the maintenance fees set forth in the applicable Order Form (or purchase of any CA Software Subscriptions that includes annual Maintenance) and provided that Service Provider follows CA’s standard procedures for provision of support. Service Provider’s payment of the fee each year shall entitle Service Provider to the following “Maintenance” benefits: (i) the provision of second level telephone support and assistance from CA respecting the use and operation of the CA Software as well as error fixes and (ii) the provision of new releases and enhancements of the CA Software running on new operating systems provided the same are developed and released by CA generally and delivered at no extra charge to CA’s other licensees who have active maintenance plans. Service Provider is not entitled to second level support from CA or provision of other Maintenance benefits for End Users not under an annual maintenance plan. Service Provider and CA agree to make any and all reasonable attempts to share or communicate, incident or problem resolution related information that will support future enhancements to the CA Software set-up, installation, configuration, help files or make other such reasonable enhancements to support related End User self-service infrastructure, to reduce Incident volumes to both Service Provider and CA through the mutual improvement of End User experience. CA will not provide information outside the scope of the direct relationship between Service Provider and CA.

Second Level Support and Maintenance. CA shall provide Service Provider with second level support as described in this section, and “Maintenance” as described below for CA Software properly licensed to Service Provider and in return for payment by Service Provider of the maintenance fees set forth in the applicable Order Form (or purchase of any CA Software Subscriptions that includes annual Maintenance) and provided that Service Provider follows CA’s standard procedures for provision of support. Service Provider’s payment of the fee each year shall entitle Service Provider to the following “Maintenance” benefits: (i) the provision of second level telephone support and assistance from CA respecting the use and operation of the CA Software as well as error fixes and (ii) the provision of new releases and enhancements of the CA Software running on new operating systems provided the same are developed and released by CA generally and delivered at no extra charge to CA’s other licensees who have active maintenance plans. Service Provider is not entitled to second level support from CA or provision of other Maintenance benefits for End Users not under an annual maintenance plan. Service Provider and CA agree to make any and all reasonable attempts to share or communicate, incident or problem resolution related information that will support future enhancements to the CA Software set-up, installation, configuration, help files or make other such reasonable enhancements to support related End User self-self- service infrastructure, to reduce Incident volumes to both Service Provider and CA through the mutual improvement of End User experience. CA will not provide information outside the scope of the direct relationship between Service Provider and CA.