Second Line Support. The annual fee for second-line support for all of ------------------- Licensee's customers that obtain support services for the Application from Licensee shall be based on the aggregate Sublicense Fees payable to Verity multiplied by [***]. Such fee to be submitted with the quarterly sales report as described in Section 7 of the Agreement for all new customers and all customers renewing annual maintenance during the applicable quarter. Within [***] from the Effective Date, Licensee shall pay to Verity a non- refundable Second Line Support Fee prepayment of [***] ("Prepaid Second Line Support Fee") against which Second Line Support Fees subsequently incurred, due and owing to Verity shall apply until such prepaid support fee amount is exhausted.
Second Line Support. DOBI Medical shall provide at no additional cost ongoing second line support as reasonably requested by Distributor via electronic media between the hours of 9:00 AM and 5:00 PM, Eastern Time, USA, Monday through Friday (except US holidays). DOBI Medical will use commercially reasonable efforts to respond to Distributor's requests in a manner and time frame which are reasonably responsive considering the nature and severity of the concerns which gave rise to such request.
Second Line Support. Pursuant to the terms of Exhibit D, ASA shall be responsible for providing second-line technical support to PALMSOURCE. In addition to this AGREEMENT, the specific terms described in Exhibit D govern technical support and maintenance, and such terms are incorporated into this AGREEMENT.
Second Line Support. 4.1 Upon PALMSOURCE’s request and subject to the payment requirements under Section 7 of the AGREEMENT, ASA will provide SECOND LINE SUPPORT to the following extent:
4.1.1 Corrections of bugs, errors or defects of the ASA PRODUCTS only (i) that are so serious that the functionality set forth in the specifications of the relevant ASA PRODUCT provided separately by ASA cannot be achieved nor performed and with respect to [**] Confidential treatment has been requested for the bracketed portion. The confidential redacted portion has been omitted and filed separately with the Securities and Exchange Commission. which there is no effective remedial measure except correction by ASA, (ii) to the extent provided in a more detailed and technical explanation of the support terms provided separately by ASA and (iii) to the extent PALMSOURCE is able to recreate, demonstrate and prove the presence of such bugs, errors or defects in the ASA PRODUCTS to enable corrections herein. ASA shall have no obligation to provide SECOND LINE SUPPORT with respect to any other bugs, errors or defects; and
4.1.2 The furnishing of information on any bugs, errors or defects in ASA PRODUCTS that ASA obtains from PALMSOURCE or CUSTOMERS provided that such information with respect to bugs, errors or defects shall also be furnished to ASA in detail.
4.2 ASA shall have no other obligation except for those provided in this Paragraph 4 to provide SECOND LINE SUPPORT with respect to the ASA PRODUCTS or BUNDLED PRODUCT. In particular, ASA shall have no obligation to provide SECOND LINE SUPPORT with respect to any portion of a ASA PRODUCT or BUNDLED PRODUCT that has been modified in any way.
4.3 PALMSOURCE shall make the primary examination as to whether bugs, errors and defects reported through FIRST LINE SUPPORT are covered under ASA’s support obligations and shall consult ASA as necessary.
4.4 The final decision as to whether bugs, errors and defects are covered under ASA’s SECOND LINE SUPPORT obligations shall be solely and reasonably determined by ASA.
Second Line Support. MyECheck shall maintain the organization and processes necessary to provide second line support for the Software to Licensee. Such second line support shall be provided to Licensee only if, after reasonable commercial effort, Licensee is unable to diagnose and/or resolve problems or performance deficiencies in the Software. Second line support will be provided to up to two (2) designated and trained representatives of Licensee. MyECheck shall have no obligation to provide second line support directly to any of Licensee's Customers but may do so at their choice. In order to assist MyECheck in providing such second line support, Licensee will provide MyECheck with the ability to access Licensee's or Customer’s site(s) which utilize the Software (including but not limited to configuration information and error logs) and provide assistance to MyECheck in order to facilitate MyECheck's use of remote administration tools relating to the Software.
Second Line Support. MyECheck shall maintain the organization and processes necessary to provide second line support for the Software to GREENPAY. Such second line support shall be provided to GREENPAY only if, after reasonable commercial effort, GREENPAY is unable to diagnose and/or resolve problems or performance deficiencies in the Software. Second line support will be provided to up to two (2) designated and trained representatives of GREENPAY. MyECheck shall have no obligation to provide second line support directly to any of GREENPAY's customers. In order to assist MyECheck in providing such second line support, GREENPAY will provide MyECheck with the ability to access GREENPAY's site(s) which utilize the Software (including but not limited to configuration information and error logs) and provide assistance to MyECheck in order to facilitate MyECheck's use of remote administration tools relating to the Software.
Second Line Support. “Second Line Support” shall mean and InGenius shall be responsible for: (i) running the current generally available version of Software in a lab environment for the purposes of supporting First Line Support; (ii) using support tracking systems to monitor Error reports forwarded by First Line Support; (iii) replicating, if possible, and documenting reported problems in the lab environment; (iv) attempting to resolve Errors (iv) notifying First Line Support of all resolved Errors; (v) if unable to resolve an Error or answer the inquiry using reasonable means, forwarding a description of the problem and documented replication steps, if able to replicate, to Third Line Support at InGenius for assistance.
Second Line Support. If after reasonable commercial efforts, EZchip's technical support department is unable to diagnose or resolve problems or performance deficiencies of the Marvell Products as relates directly with the Marvell Deliverables only , then EZchip shall contact Marvell for "Second Line Support" and Marvell shall provide EZchip with Technical Support for the Marvell Products , but limited only to the design sections related to the Marvell Deliverables, during normal “Business Hours” (8:00 a.m. - 5:00 p.m., Sunday to Thursday, Israeli time) as follows:
Second Line Support. If after reasonable commercial efforts City is unable to diagnose or resolve problems or performance deficiencies of the Application, City shall contact the Vendor Customer Support Group to open a Service Request.
Second Line Support. Provided that End User is current (beyond any applicable cure period) in its payment of fees under this Agreement, SUPPLIER shall provide to End User standard business hours support. SUPPLIER support personnel shall be available to the End User’s Local Administrator to provide telephone support and assistance via e-mail and other Internet based technology directly to End User’s Local Administrator. Second-line support means direct technical support of the System, including, but not limited to, (1) direct response to the Local Administrator’s inquiries concerning performance, functionality or operation of the System; (2) a direct response to reported problems for performance deficiencies with the System; (3) a diagnosis of problems for performance deficiencies of the System; and (4) a resolution of the problems for performance deficiencies of the System. SUPPLIER shall also provide standard error correction and maintenance modifications to the System. All support will be coordinated with the END USER Point of Contact (POC) as defined in the agreed terms: SUPPLIER Help Desk Email: xxxx@xxxxxxxx.xxx
