Support Features. Access to Technology Compatibility Kit (TCK): Customer will have on-line access to the TCK for each Supported Product or Technology in binary and source form, the TCK User Guide, Error Corrections to the same; frequently asked questions (FAQs) and TCK informational updates. The TCK for each Supported Product or Technology shall be made available to Customer at the same time that Sun, in its sole discretion, makes it available to commercial licensees of that Supported Product or Technology.
Support Features. Access to Java
Support Features. Access to TCK: Customer will have on-line access to the TCK for each Supported Product or Technology in binary and source form, the TCK User Guide, Error Corrections to the same; frequently asked questions (FAQs) and TCK informational updates. The TCK for each Supported Product or Technology shall be made available to Customer at the same time that Sun, in its sole discretion, makes it available to commercial licensees of that Supported Product or Technology. *Test Harness Set-Up Support: Customer will submit Incidents and receive Support related to the TCK test harness set-up via an email alias that Sun will provide Customer. *Technical TCK Assistance and Support: Access to an e-mail alias through which Customer can receive technical assistance related to setting up, running and interpreting the tests in the TCK, and Error or Incident tracking. Support under this Program Module will not exceed 5 staff hours per week. Customer cannot carry forward, transfer or obtain a refund for unused support hours. Hours of Support Coverage (Monday through Friday, excluding Sun holidays): Europe, Middle East and Africa – 8:30AM to 4:30PM United Kingdom time zone Americas – 8:00AM to 5:00 PM Pacific time zone Asia/Pacific – 8:00AM to 5:00PM local time for Singapore. In the event Sun requires third-party TCK certification and/or validation, this Program Module will exclude Incidents related to TCK certification and/or validation issues. *Compatibility Logo: Provided that Customer is in compliance with the applicable Sun trademark license and upon receipt of Customer’s, or a third-party’s (if required by Sun) certification that the compatibility requirements in the User’s Guide and the applicable Technology License have been met, Sun personnel will assist Customer in obtaining the appropriate compatibility and other logos for each of the Supported Products and Technologies that have fulfilled such compatibility requirements. *Response Time: Sun will use reasonable commercial efforts to acknowledge receipt of service requests within three (3) business days. Acknowledgements are measured from the time Customer first contacts Sun with a service request to the time Sun makes its response. *Customer Product Lines: Support in connection with Customer Product Line(s) includes any new versions, updates or upgrades to the same created by Customer during the term of this Program Module. *Customer Contacts: Up to two (2) Customer Contacts. *Unique User ID: Sun will provide each Custo...
Support Features. Access to TCK: Customer will have on-line access to the TCK for each Supported Product or Technology in binary and source form, the TCK User Guide, Error Corrections to the same; frequently asked questions (FAQs) and TCK informational updates. The TCK for each Supported Product or Technology shall be made available to Customer at the same time that Sun, in its sole discretion, makes it available to commercial licensees of that Supported Product or Technology. *Test Harness Set-Up Support: Customer will submit Incidents and receive Support related to the TCK test harness set-up via an email alias that Sun will provide Customer. *Technical TCK Assistance and Support: Access to an e-mail alias through which Customer can receive up to five (5) staff hours per week of technical assistance related to setting up, running and interpreting the tests in the TCK, and Error or Incident tracking. Customer cannot carry forward, transfer or obtain a refund for unused support hours. In the event Sun requires third-party TCK certification and/or validation, this Program Module will exclude Incidents related to TCK certification and/ or validation issues. *Compatibility Logo: Provided that Customer is in compliance with the applicable Sun trademark license and upon receipt of Customer’s, or a third party’s (if required by Sun) certification that the compatibility requirements in the User’s Guide and the applicable Technology License have been met, Sun personnel will assist Customer in obtaining the appropriate compatibility and other logos for each of the Supported Products and Technologies that have fulfilled such compatibility requirements. *Response Time: Sun will use reasonable commercial efforts to acknowledge receipt of service requests within three (3) business days. Acknowledgments are measured from the time Customer first contacts Sun with a service request to the time Sun makes its response. * Customer Product Lines: Support in connection with Customer Product Line(s) includes any new versions, updates or upgrades to the same created by Customer during the term of this Program Module. * Customer Contacts: One. * Unique User ID: Sun will provide each Customer Contact with an unique user ID and password which cannot be transferred to other Customer employees, contractors or agents.
Support Features. Attachment C of the Agreement is superseded by the then-current description of MySQL OEM Support features, available at xxxx://xxx.xxxxx.xxx/about/legal/mysqloemsupport.pdf as of the Amendment 2 Effective Date. In Section 5.1 of Attachment A of the Agreement, the phrase “the terms and conditions of Attachment C hereof” is replaced with the phrase “Licensor’s then-current OEM Support features”. The parties agree to extend Extended Support for MySQL version 4.1 from December 31, 2009 until December 31, 2010. The parties further agree to add Vintage Support (“Vintage Support”) for MySQL version 4.1 from January 1, 2011 to June 30, 2012, consisting of the following: (a) 24x7 assistance from technical support engineers, (b) access to knowledge bases, (c) access to pre-existing fixes for Licensee’s, where pre-existing means Software updates created prior to start of Vintage Phase, (d) assistance in upgrading to newer MySQL versions from “Vintage” versions, and (e) up to 20 hours Level 3 support provided by engineering through support engineers under (a) to assist in Licensee’s troubleshooting and fixing the Supported code. In the event Licensee starts using MySQL version 5.1 or a more recent release, Licensor shall provide Vintage Support on that release through June 30, 2014. Except as set forth hereunder, Support is subject to the then-current offering and policies, including Licensor’s lifecycle policy (xxxx://xxx.xxxxx.xxx/about/legal/lifecycle/), and Vintage Support will not cover Bug Fixes, which would be charged on a per fix NRE time basis.
