Standard Database Support Services Clause Samples

Standard Database Support Services. KMS will support the licensed Database(s) by providing the Client with email and telephone support and other services described below. Certain Add‐On Premium Services described in Section 2.4 below are available when ordered. KMS does not provide Database Support for hardware, graphics cards, monitors, plotters, graphics printers, digitizers, modems, and so forth, except to answer questions of how standard supported devices interface with the Database(s). Database Support and Maintenance are available only for commercially released current versions of the Database. Database upgrades and updates are provided only for standard hardware platforms and operating systems supported by KMS as described earlier in this Agreement. The Client is responsible for making or arranging for upgrades or updates to interfaces for nonstandard devices or custom applications. KMS supports users with the installation and maintenance of the ORACLE Database, and assistance in solving problems arising from the use of the Database. If KMS develops and provides to the Client a Hot‐fix, patch, or other intellectual property ("IP") under, as a result of, or related to this Agreement, KMS shall retain sole ownership of such IP, which shall be subject to the terms of the applicable KMS license agreement. Standard Database Support Services does not include on‐site support, but such support is available as Add‐ On Premium Services. Standard Database Support Services are available either for an annual fee payable in advance, or in blocks of time as described below:  Annual Fee. If the Client elects to pay the annual fee in advance, the Client has the right to receive standard Database Support Services for twelve (12) consecutive months.  Block of Time at an Hourly Rate. Alternatively, the Client may elect to order blocks of time in minimum blocks of four (4) hours to be used during Normal Business Hours over the term of the Agreement. KMS will invoice the Client for the block of hours payable on a net 30‐day basis. If the Client does not promptly pay the undisputed amount due, the Client agrees KMS may discontinue logging incidents and all ongoing work shall cease. No block of hours will carry forward into the next year. At time of invoice, KMS will provide a summary of the incident(s), allocated hours billed to the nearest quarter hour (15 minutes) for each incident, and tasks associated with the billed time. The Client may request to have a support request covered under normal maintenan...