Software Support and Maintenance Services. During the continuance of this Agreement we shall provide such of the following Services (the “Services”) during Support Hours as are specified in the Software Support Contract.
Software Support and Maintenance Services. The Proposer must provide support services and maintenance, to include, but not limited to: • Full-service support for software planning, design, configuration, and upgrades, • Solution availability on a 99.999% basis, • New Releases/Version, • Incident Tracking System and “bug” fixes. Fix must be complete and a summary of repaired program “bugs” must be available within 48 hours of when the “bug” is first reported. Contractor shall provide the services listed above to capture, track, and maintain insurance data. It will also have established business rules, processes, workflows, and reporting functionalities (additional detailed requirements are provided in: Appendix F – Insurance Compliance SaaS Requirements.
Software Support and Maintenance Services. If you have purchased Software support pursuant to a Xxxxx Computing License Agreement, Xxxxx Computing shall provide development support and maintenance services to you solely as set forth in the applicable Xxxxx Computing License Agreement.
Software Support and Maintenance Services. 3.5.1 Netcall will provide the software support and maintenance services (if any) set out in the Order Form (“Support and Maintenance Services”).
3.5.2 The Order Form will specify the service description, service levels, service hours and initial term of Support and Maintenance Services. Unless a party serves notice of termination at least 90 days prior to expiry of the initial term (or any subsequent renewal term), the provision of Support and Maintenance Services will automatically renew for one year periods on the same terms (save that the period of any renewal will not exceed the term of any related licence for the associated software and/or hosted services) subject to any adjustment in the charges made by Netcall pursuant to clause 3.1.
Software Support and Maintenance Services. No Software Support and Maintenance Services are contemplated on the part of Licensor to Licensee within this Agreement. Licensee shall provide any such services that become necessary or desirable to Licensee's client(s) who may use the Licensed Software modified by Licensee.
Software Support and Maintenance Services. If you have purchased Software support pursuant to a commercial purchase, Genie shall provide development support and maintenance services to you solely as set forth in the Agreement or if there is no such Agreement, as set forth in this End User License Agreement.
Software Support and Maintenance Services. The Software Support and Maintenance Services comprise and are limited to the following:
(a) Fault diagnosis and where possible recommendations for correction, subject to the limitations imposed by the contractual restrictions of any third party, following the reporting of any Software problem by the Customer to the Supplier Support Centre. The Supplier undertakes to register and allocate a priority for the problem within one [1] working hour of receiving the Customer’s call. The Supplier will, acting reasonably, classify any problem as critical or non-critical to the fundamental operation of the Software and the following procedure will apply: The Supplier reserves the right to abandon attempts to correct a non-critical problem reported by the Customer where either the costs to the Supplier are likely to be excessive or the general benefits to the Supplier’s customers at large are likely to be negligible, in the opinion of the reasonable business man;
(b) Diagnosis and solution of operational problems will generally be carried out remotely from the Customer site. If it becomes necessary to carry out the Software Services at the Customer site, such work will be chargeable at the Supplier’s then prevailing daily rate, along with any travel, accommodation and subsistence expenses incurred, payable monthly in arrears in accordance with the payment terms stated in this Agreement;
(c) Licenced use of new versions of the Software and any Changes released by the Supplier.
Software Support and Maintenance Services. The Software Support and Maintenance Services comprise and are limited to the following:
(a) Fault diagnosis and where possible recommendations for correction, subject to the limitations imposed by the contractual restrictions of any third party, following the reporting of any Software problem by the Customer to the Supplier Contact Centre. The Supplier undertakes to register and allocate a priority for the problem within one [1] working hour of receiving the Customer’s call. The Supplier will, acting reasonably, classify any problem as critical or non-critical to the fundamental operation of the Software and the following procedure will apply: Critical Problems: The Supplier will attempt to generate a fix by modifying the Software to conform to its specification and sending the modification to the Customer as soon as possible. The supplier will use all reasonable endeavours to correct any defect in the Software by reason of which it does not conform to its specification, or to modify the Software to obviate or mitigate the effect of the defect. Non-critical problems: The Supplier will attempt to generate a fix for incorporation in the next release of the Software. Where feasible, the Supplier may provide a temporary workaround to the Customer. The Supplier will determine what action, if any, it proposes to take, based amongst other things, on the importance of the problem to the Customer, and the likely benefit of any solution. The Supplier reserves the right to abandon attempts to correct a non-critical problem reported by the Customer where either the costs to the Supplier are likely to be excessive or the general benefits to the Supplier’s customers at large are likely to be negligible, in the opinion of the reasonable business man;
(b) Diagnosis and solution of operational problems will generally be carried out remotely from the Customer site. If it becomes necessary to carry out the Software Services at the Customer site, such work will be chargeable at the Supplier’s then prevailing daily rate, along with any travel, accommodation and subsistence expenses incurred, payable monthly in arrears in accordance with the payment terms stated in this Agreement;
(c) Licenced use of new versions of the Software and any Changes released by the Supplier.
Software Support and Maintenance Services. Licensee acknowledges that Thermon is not obligated to provide any support or maintenance services under this Agreement. In the event Licensee wishes to receive Software support and/or maintenance services, Licensee and Thermon shall negotiate in good faith to agree upon a separate services agreement and/or statement of work setting forth the scope, fees, expenses and other terms and conditions of the services to be provided by Thermon thereunder.
Software Support and Maintenance Services. For as long as Supplier offers support and/or maintenance services for the Software or similar software to any of its customers, Customer shall, at Customer's option and expense, be entitled to receive such Services. Customer may request Support and Maintenance Services in accordance with the applicable schedule(s).
