Service Support Generally. During the Term of any Order, the Service Provider will provide the Subscribing Entity with telephonic assistance and advice for using all Services covered by the Order. The Service Provider also will provide troubleshooting and problem resolution by developing and providing fixes or patches for errors in any software it provides and contract with any third party providing software that supports the Services for the same. As part of the support the Service Provider provides in exchange for the applicable fee, the Service Provider also will keep all software current by installing all relevant service packs and patches as well as all updates and new releases and versions of the software as soon as reasonably possible. The Service Provider also will keep its own software offering compatible with any updated third-party software that is part of the Services or supports the Services. The manner in which the Service Provider provides support will be governed by the Service Provider’s policies and programs described in the applicable documentation or other materials that the Service Provider uses to notify its customers generally of such policies. But regardless of the Service Provider’s policies and programs, unless otherwise agreed in the applicable Service Attachment, in all cases such support must comply with the requirements of this Agreement and the applicable Service Attachment(s). And the Service Provider must provide the support in a competent, professional, and timely manner.
Service Support Generally. During the Order Term, the Contractor will provide the Subscriber with telephonic assistance and advice for using all Services covered by the Order in accordance with the Technical Support and Service Level Agreement in Exhibit II and the applicable Documentation. During the term of any Order, the Contractor also will provide troubleshooting and problem resolution by developing and providing on an as available basis updates, upgrades, patches, or other modifications or additions to, and fixes or patches for errors in, any software it provides as part of the Services. As part of the support the Contractor provides in exchange for the applicable fee, the Contractor also will, as necessary to provide the Services, keep all software used by the Contractor in the Contractor’s computer systems hosting the ‘Falcon EPP Platform’ current by installing all relevant service packs and patches as well as all updates and new releases and versions of the software as soon as reasonably possible. The Contractor also will keep, to the extent set forth in the applicable Documentation, the software it provides as part of the Services compatible with any updated third-party software that is part of the Services or supports the Services. The way the Contractor provides support will be governed by the Contractor’s policies and programs described in the applicable Documentation or other materials that the Contractor uses to notify its customers generally of such policies, and in the Technical Support and Service Level Agreement. But regardless of the Contractor’s policies and programs, unless otherwise agreed in the applicable Service Attachment, in all cases such support must comply with the requirements of this Agreement and the applicable Service Attachment(s). And the Contractor must provide the support in a competent, professional, and timely manner. The Subscriber must notify the Contractor of any alleged failure to provide such support in a competent, professional, and timely manner during the period the applicable Services are being performed or within 30 days after the conclusion of such Services. The Subscriber’s sole and exclusive remedy and the entire liability of the Contractor for such failure will be for the Contractor, at its option and expense, to (a) use commercially reasonable efforts to re-perform the non-conforming Services, or (b) refund the portion of the fees paid attributable to the non-conforming Services. For the avoidance of doubt, nothing in this subs...
Service Support Generally. During the term of any Order, the Contractor will provide the Subscriber with telephonic assistance and advice for using all Services covered by the Order. The Contractor also will provide troubleshooting and problem resolution by developing and providing fixes or patches for errors in any software it provides and contract with any third party providing software that supports the Services for the same. As part of the support the Contractor provides in exchange for the applicable fee, the Contractor also will keep all software current by installing all relevant service packs and patches as well as all updates and new releases and versions of the software as soon as reasonably possible. The Contractor also will keep its own software offering compatible with any updated third- party software that is part of the Services or supports the Services. The way the Contractor provides support will be governed by the Contractor’s policies and programs described in the applicable documentation or other materials that the Contractor uses to notify its customers generally of such policies. But regardless of the Contractor’s policies and programs, unless otherwise agreed in the applicable Service Attachment, in all cases such support must comply with the requirements of this Agreement and the applicable Service Attachment(s). And the Contractor must provide the support in a competent, professional, and timely manner.
