Common use of SUPPORT-LEISTUNGEN Clause in Contracts

SUPPORT-LEISTUNGEN. Support services are intended to resolve issues experi- enced by the Customer with the installation, configu- ration, and operation of the Licensed Property (“Sup- port Services”). The support services provided to the Customer during the Term of Support are determined by the level of support purchased by the Customer (“Support Level” or “Level”). The Support Level shall be specified in the applicable Order and shall be classified as one (1) of the following Levels: „Basic“, „Standard“, or „Premier“. The Support Level must be the same for all Licensed Property. The Support Levels are set forth below. Program fix service. If the Licensed Property as furnished and without Customer modification fails to function due to an error in the Licensed Property and Customer has reasonably determined that the fail- ure is not due to incorrect or defective data entry or operator performance by Customer, AvePoint will make a prompt and reasonable attempt to provide Customer with a suitable workaround or program change to correct or avoid such error. AvePoint shall have the right to verify the existence of any error re- ported by Customer. AvePoint shall have no obligation to correct any error or defect unless the error or defect can be re-created with an unaltered version of the Li- censed Property. Error verifications shall be conducted at Customer's or AvePoint's place of business, as de- termined by AvePoint. Customer agrees to provide to AvePoint any data, configuration information, and copies of all programs used by Customer in making its determination that an error exists. When providing such data, configuration information and program copies, Customer shall not under any circumstances provide personal data to AvePoint for the processing of such data on behalf of Customer as defined in Arti- cle 28.1 GDPR unless agreed otherwise by way of a separate written agreement between the Parties. Noti- fication to AvePoint and subsequent follow-up shall be conducted through AvePoint’s Call Centre Support. Durch Support-Leistungen sollen Probleme behoben werden, die der KUNDE mit der Installation und Konfiguration sowie dem Betrieb der LIZENZGEGENSTÄNDE hat (die „SUPPORT-LEISTUN- GEN“). Die gegenüber dem KUNDEN während der SUPPORT-LAUF- ZEIT erbrachten SUPPORT-LEISTUNGEN bestimmen sich nach dem vom KUNDEN erworbenen Support-Level („SUPPORT LEVEL” oder „LEVEL”). Das SUPPORT LEVEL wird in einem vom KUNDEN unter- zeichneten Angebot oder, falls ein solches nicht existiert, in einer von AVEPOINT akzeptierten Bestellung festgelegt und ist einer (1) der folgenden Level zuzuordnen: „BASIC“, „STANDARD“ oder „PREMIER“. Das SUPPORT LEVEL muss für alle LIZENZGEGEN- STÄNDE gleich sein. Die SUPPORT LEVEL werden im Folgenden er- läutert.

SUPPORT-LEISTUNGEN. Support services are intended to resolve issues experi- enced by the Customer with the installation, configu- ration, and operation of the Licensed Property (“Sup- port Services”). The support services provided to the Customer during the Term of Support are determined by the level of support purchased by the Customer (“Support Level” or “Level”). The Support Level shall be specified in the applicable Order and shall be classified as one (1) of the following Levels: „Basic“, „Standard“, or „Premier“. The Support Level must be the same for all Licensed Property. The Support Levels are set forth below. Program fix service. If the Licensed Property as furnished and without Customer modification fails to function due to an error in the Licensed Property and Customer has reasonably determined that the fail- ure is not due to incorrect or defective data entry or operator performance by Customer, AvePoint will make a prompt and reasonable attempt to provide Customer with a suitable workaround or program change to correct or avoid such error. AvePoint shall have the right to verify the existence of any error re- ported by CustomerXxxxxxxx. AvePoint shall have no obligation to correct any error or defect unless the error or defect can be re-created with an unaltered version of the Li- censed Property. Error verifications shall be conducted at Customer's or AvePoint's place of business, as de- termined by AvePoint. Customer agrees to provide to AvePoint any data, configuration information, and copies of all programs used by Customer in making its determination that an error exists. When providing such data, configuration information and program copies, Customer shall not under any circumstances provide personal data to AvePoint for the processing of such data on behalf of Customer as defined in Arti- cle 28.1 GDPR unless agreed otherwise by way of a separate written agreement between the Parties. Noti- fication to AvePoint and subsequent follow-up shall be conducted through AvePoint’s Call Centre Support. Durch Support-Leistungen sollen Probleme behoben werden, die der KUNDE mit der Installation und Konfiguration sowie dem Betrieb der LIZENZGEGENSTÄNDE hat (die „SUPPORT-LEISTUN- GEN“). Die gegenüber dem KUNDEN während der SUPPORT-LAUF- ZEIT erbrachten SUPPORT-LEISTUNGEN bestimmen sich nach dem vom KUNDEN erworbenen Support-Level („SUPPORT LEVEL” oder „LEVEL”). Das SUPPORT LEVEL wird in einem vom KUNDEN unter- zeichneten Angebot oder, falls ein solches nicht existiert, in einer von AVEPOINT akzeptierten Bestellung festgelegt und ist einer (1) der folgenden Level zuzuordnen: „BASIC“, „STANDARD“ oder „PREMIER“. Das SUPPORT LEVEL muss für alle LIZENZGEGEN- STÄNDE gleich sein. Die SUPPORT LEVEL werden im Folgenden er- läutert.