Standard Maintenance and Support Service. Software AG’s Standard Maintenance and Support Service consists of the following services:
(a) Twenty-four (24) hour access to Software AG’s Support Portal including access for authorized technical contacts (“ATC”) to Supplier’s request reporting system for browsing and submitting incidents, online access to new product information, documentation and knowledge center.
(b) 24x7 support service for crisis incidents. Telephone support according to this agreement is available 24x7 (24 hours a day; 7 days a week) for crisis requests and is provided during after-Business Hours and on non-Business Days in English only.
(c) 9x5 (9 hours a day; 5 days a week) telephone support for critical and standard incidents according to this agreement during Business Hours. Customer will receive initial response within the defined reaction times during Business Hours only. The respective telephone number is available in Software AG’s Support Portal. If not provided in local language, telephone support is provided in English.
(d) Seven (7) authorized technical contacts (ATC) of the Customer entitled to access Software AG’s Support Portal. This restriction applies per Customer and not per contract. All ATCs shall have appropriate professional and technical qualifications and shall be assigned internally by Customer to process queries from users about the Cloud Services. To protect against improper use of services, services may only be requisitioned by these ATCs previously- reported to Software AG. Customer may contract for additional authorized contacts. ATC Group accounts that are used by multiple Customer representatives are not allowed. One Customer representative equals one ATC only.
(e) Information on new features, events, and Customer application articles.
Standard Maintenance and Support Service. Customer is a licensee of certain Software AG products under a Licence and Maintenance Agreement that the Customer has executed with a Software AG subsidiary (hereinafter “Supplier”). The maintenance and support services that the Supplier has agreed to deliver as provided in the Licence and Maintenance Agreement are defined herein, and this document forms an attachment to the Licence and Maintenance Agreement.
Standard Maintenance and Support Service. Software AG’s Standard Maintenance and Support Service consists of the following services:
(a) Twenty-four (24) hour access to Software AG’s Support Portal including access for authorized technical contacts (“ATC”) to Supplier’s request reporting system for browsing and submitting incidents, online access to new product information, documentation, knowledge center, and information on available Software fixes.
(b) 24x7 support service for crisis incidents. Telephone support according to this agreement is available 24x7 (24 hours a day; 7 days a week) for crisis requests and is provided during after-Business Hours and on non-Business Days in English only. With respect to Supplier’s Adabas & Natural product line, 24x7 support service for crisis incidents is available only for Customers located in the US region.
(c) 9x5 (9 hours a day; 5 days a week) telephone support for critical and standard incidents according to this agreement during Business Hours. Customer will receive initial response within the defined reaction times during Business Hours only. The respective telephone number is available in Software AG’s Support Portal. If not provided in local language, telephone support is provided in English.
(d) Seven (7) authorized technical contacts (ATC) of the Customer entitled to access Software AG’s Support Portal. This restriction applies per Customer and not per contract. All ATCs shall have appropriate professional and technical qualifications and shall be assigned internally by Customer to process queries from users about the Software. To protect against improper use of services, services may only be requisitioned by these ATCs previously-reported to Software AG. Customer may contract for additional authorized contacts. ATC Group accounts that are used by multiple Customer representatives are not allowed. One Customer representative equals one ATC only.
(e) Information on new features, events, and Customer application articles.
