Common use of Software Support Clause in Contracts

Software Support. 5.1 In respect of the Software specified in the Order Agreement the Company will provide Software Support in accordance with the terms of this SSA. 5.2 The Company will use its reasonable endeavours to respond to Incidents in accordance with Clauses 12 and 13 of this SSA and where applicable to provide error corrections to the object code of the Software as may be made available in the ordinary course of the Company’s business. 5.3 Software Support will not include services in respect of any defects or errors resulting from modifications of the Software made by any person other than the Company, from any fault in any software other than Software supplied by the Company under this contract, any error or fault caused by the use of any hardware or software not supplied by the Company, for any reason due to the default of the Customer or its employees or agents. 5.4 Software Support includes for no additional charge, new Upgrades and Updates, but specifically excludes operating system platform changes, new products, functionality modules and Upgrades or Updates which contain significant new or additional functionality and are separately priced and licensed by the Company in the ordinary course of its business. 5.5 Software Support does not include document enhancement services, template changes, digitising services and onsite consulting, software install or training services. However such services are available at the Company's applicable rates from time to time. 5.6 The Company shall endeavour to provide Software Support in respect of the most current Upgrade and the one immediately prior Upgrade of the Software. If the Customer discontinues Software Support, additional fees may be required in accordance with Clause 4.1 prior to recommencing Software Support. 5.7 The Company will not provide support for, or the links to, (but not limited to) Adobe, mail servers, print servers, print devices (unless supplied by the Company), print drivers, operating system, network databases, accountancy systems. 5.8 Software Support does not include on-site services. Subject to Clause 5.6 on-site services will be made available at the request of the Customer, at then current applicable rates and will be provided on a reasonable endeavour basis, allocated by priority and severity. On-site services will not be charged for if it can be proved that the Incident was caused by failure of the Software, or its configuration/implementation by Company personnel. For the avoidance of doubt this excludes, but is not limited to: 5.8.1 non-Company personnel configuring or moving the Software without Company supervision 5.8.2 changes to the Customer technical environment or other external technical changes, such that it affects the performance of the Software 5.8.3 changes to Customer host data or externally provided system or data.

Software Support. 5.1 In respect of the Software specified in the Order Agreement the Company will provide Software Support in accordance with the terms of this SSA. 5.2 If the Software covered under this SSA fails to meet its specification then the Customer shall promptly notify the Company in writing and provide details of the defect or error. The Company will use its reasonable endeavours to respond correct such defect or error and deliver to Incidents in accordance with Clauses 12 and 13 the Customer a corrected version of this SSA and where applicable to provide error corrections to the object code of the Software as may be made available in the ordinary course of the Company’s businesscontaining such corrections. 5.3 Software Support will not include services in respect of any defects or errors resulting from modifications of the Software made by any person other than the Company, from any fault in any software other than Software supplied by the Company under this contract, any error or fault caused by the use of any hardware or software not supplied by the Company, for any reason due to the default of the Customer or its employees or agents. 5.4 Software Support includes for no additional charge, new Upgrades and Updates, but specifically excludes operating system platform changes, new products, functionality modules and Upgrades or Updates which contain significant new or additional functionality and are separately priced and licensed by the Company in the ordinary course of its business. 5.5 Software Support does not include document enhancement services, template changes, digitising services and onsite consulting, software install or training services. However such services are available at the Company's then current applicable rates from time to timerates. 5.6 The Company shall endeavour to provide Software Support in respect of the most current Upgrade and the one immediately prior Upgrade of the Software. If the Customer discontinues Software Support, additional fees may be required in accordance with Clause 4.1 prior to recommencing Software Support. 5.7 The Company will not provide support for, or the links to, (but not limited to) Adobe, mail servers, print servers, print devices (unless supplied by the Company), print drivers, operating system, network databases, accountancy systems. 5.8 Software Support does not include on-site services. Subject to Clause 5.6 on-site services will be made available at the request of the Customer, at then current applicable rates and will be provided on a reasonable endeavour basis, allocated by priority and severity. On-site services will not be charged for if it can be proved that the Incident was caused by failure of the Software, or its configuration/implementation by Company personnel. For the avoidance of doubt this excludes, but is not limited to: 5.8.1 non-non Company personnel configuring or moving the Software without Company supervision 5.8.2 changes to the Customer technical environment or other external technical changes, such that it affects the performance of the Software 5.8.3 changes to Customer host data or externally provided system or data.

Software Support. 5.1 In respect of the Software specified in the Order Agreement the Company will provide Software Support in accordance with the terms of this SSA. 5.2 The Company will use its reasonable endeavours to respond to Incidents in accordance with Clauses 12 and 13 of this SSA and where applicable to provide error corrections to the object code of the Software as may be made available in the ordinary course of the Company’s business. 5.3 Software Support will not include services in respect of any defects or errors resulting from modifications of the Software made by any person other than the Company, from any fault in any software other than Software supplied by the Company under this contract, any error or fault caused by the use of any hardware or software not supplied by the Company, for any reason due to the default of the Customer or its employees or agents. 5.4 Software Support includes for no additional charge, new Upgrades and Updates, but specifically excludes operating system platform changes, new products, functionality functional ity modules and Upgrades or Updates which contain significant new or additional functionality and are separately priced and licensed l icensed by the Company in the ordinary course of its business. 5.5 Software Support does not include document enhancement servicesservice s, template changes, digitising services and onsite consulting, software install or training services. However such services are available at the Company's applicable rates from time to time. 5.6 The Company shall endeavour to provide Software Support in respect of the most current Upgrade and the one immediately prior Upgrade of the Software. If the Customer discontinues Software Support, additional fees may be required in accordance with Clause 4.1 prior to recommencing Software Support. 5.7 The Company will not provide support for, or the links to, (but not limited to) Adobe, mail servers, print servers, print devices (unless supplied by the Company), print drivers, operating system, network databases, accountancy systems. 5.8 Software Support does not include on-site services. Subject to Clause 5.6 on-site services will be made available at the request of the Customer, at then current applicable rates and will be provided on a reasonable endeavour basis, allocated by priority and severity. On-site services will not be charged for if it can be proved that the Incident was caused by failure of the Software, or its configuration/implementation by Company personnel. For the avoidance of doubt this excludes, but is not limited to: 5.8.1 non-Company personnel configuring or moving the Software without Company supervision 5.8.2 changes to the Customer technical environment or other external technical changes, such that it affects the performance of the Software 5.8.3 changes to Customer host data or externally provided system or data.