Common use of Support & Maintenance Clause in Contracts

Support & Maintenance. The Cloud Services include online support and phone support. Cisco will respond as set forth in the table below and may require information from you to resolve service issues. You agree to provide the information requested and understand that a delay in providing the information to Cisco may delay resolution and response time. Online Support allows access for support and troubleshooting via online tools, email and web case submission only. No telephone access is provided. Case severity or escalation guidelines are not applicable. Cisco will respond to a submitted case no later than the next business day during standard business hours. Phone Support provides Cisco Technical Assistance Center (TAC) access 24 hours per day, 7 days per week to assist by telephone, or web case submission and online tools with use and troubleshooting issues. Cisco will respond within one (1) hour for Severity 1 and 2 calls received. For Severity 3 and 4 calls, Xxxxx will respond no later than the next business day. You will also have access to Xxxxx.xxx, which provides helpful technical and general information about Cisco products, as well as access to Cisco's on-line knowledge base and forums. Please note that access restrictions identified by Cisco from time to time may apply. For Software, Cisco will provide (i) work-around solutions or patches to reported problems and (ii) major, minor and maintenance releases of the licensed Software version, which can be accessed on Cisco Software Central. You may be required to update to the latest Software release to correct a reported Software problem. The below table outlines Cisco’s response objectives based on case severity. Cisco may adjust assigned case severity to align with the Severity definitions below. Software Support Service Technical Support Coverage Response Time Objective for Case Severity 1 or 2 Response Time Objective for Case Severity 3 or 4 Basic with Phone Support 24x7 via Phone & Web Response within 1 hour Response within next Business Day Basic with Online Support Web Response to all cases within next Business Day during Standard Business Hours The following definitions apply to this Section. Response time means the time between case submission in the case management system to support engineer contact. Severity 1 means the Cloud Service is unavailable or down or there is a critical impact to a significant impact to case submitter’s business operation. Case submitter and Xxxxx both will commit full-time resources to resolve the situation. Severity 2 means the Cloud Service is degraded or significant aspects of Case submitter’s business operation are negatively impacted by unacceptable software performance. Case submitter and Cisco both will commit full- time resources during Standard Business Hours to resolve the situation. Severity 3 means the Cloud Service is impaired, although most business operations remain functional. Case submitter and Cisco both are willing to commit resources during Standard Business Hours to resolve the situation. Severity 4 means minor intermittent functionality or performance issue, or information is required on the Cloud Service. There is little or no impact to Case submitter’s business operation. Case submitter and Cisco both are willing to provide resources during Standard Business Hours to provide assistance or information as requested.

Support & Maintenance. The Cloud Services include Service includes online support and phone support. Cisco will respond as set forth in the table below and may require information from you to resolve service issues. You agree to provide the information requested and understand that a delay in providing the information to Cisco may delay resolution and response time. Online Support allows access for support and troubleshooting via online tools, email and web case submission only. No telephone access is provided. Case severity or escalation guidelines are not applicable. Cisco will respond to a submitted case no later than the next business day during standard business hours. Phone Support provides Cisco Technical Assistance Center (TAC) access 24 hours per day, 7 days per week to assist by telephone, or web case submission and online tools with use and troubleshooting issues. Cisco will respond within one (1) hour for Severity 1 and 2 calls received. For Severity 3 and 4 calls, Xxxxx will respond no later than the next business day. You will also have access to Xxxxx.xxx, which provides helpful technical and general information about Cisco products, as well as access to Cisco's on-line knowledge base and forums. Please note that access restrictions identified by Cisco from time to time may apply. For Software, Cisco will provide (i) work-around solutions or patches Your access to reported problems and (ii) major, minor and maintenance releases use of the licensed Software version, which can be accessed on Cisco Software Central. You Cloud Service may be required to update to suspended for the latest Software release to correct duration of unanticipated or unscheduled downtime, including as a reported Software problemresult of catastrophic events, external denial of service or other security breach, or operational incidents. The below table outlines Cisco’s response objectives based on case severity. Cisco may adjust assigned case severity to align with the Severity definitions below. Software Support Service Technical Support Coverage Response Time Objective for Case Severity 1 or 2 Response Time Objective for Case Severity 3 or 4 Basic with Phone Support 24x7 via Phone & Web Response within 1 hour Response within next Business Day Basic with Online Support Web Response to all cases within next Business Day during Standard Business Hours The following definitions apply to this Section. Response time means the time between case submission in the case management system to support engineer contact. Severity 1 means the Cloud Service is unavailable or down or there is a critical impact to a significant impact to case submitterCase Submitter’s business operation. Case submitter Submitter and Xxxxx both will commit full-time resources to resolve the situation. Severity 2 means the Cloud Service is degraded or significant aspects of Case submitterSubmitter’s business operation are negatively impacted by unacceptable software performance. Case submitter Submitter and Cisco both will commit full- full-time resources during Standard Business Hours to resolve the situation. Severity 3 means the Cloud Service is impaired, although most business operations remain functional. Case submitter Submitter and Cisco both are willing to commit resources during Standard Business Hours to resolve the situation. Severity 4 means minor intermittent functionality or performance issue, or information is required on the Cloud Service. There is little or no impact to Case submitterSubmitter’s business operation. Case submitter Submitter and Cisco both are willing to provide resources during Standard Business Hours to provide assistance or information as requested. Business Day means the generally accepted days of operation per week within the relevant region where the Cloud Service will be performed, excluding local holidays as observed by Cisco.

Support & Maintenance. The Cloud Services include online support and phone support. Cisco will respond as set forth in the table below and may require information from you to resolve service issues. You agree to provide the information requested and understand that a delay in providing the information to Cisco may delay resolution and response time. Online Support allows access for support and troubleshooting via online tools, email and web case submission only. No telephone access is provided. Case severity or escalation guidelines are not applicable. Cisco will respond to a submitted case no later than the next business day during standard business hours. Phone Support provides Cisco Technical Assistance Center (TAC) access 24 hours per day, 7 days per week to assist by telephone, or web case submission and online tools with use and troubleshooting issues. Cisco will respond within one (1) hour for Severity 1 and 2 calls received. For Severity 3 and 4 calls, Xxxxx will respond no later than the next business day. You will also have access to Xxxxx.xxx, which provides helpful technical and general information about Cisco products, as well as access to Cisco's on-line knowledge base and forums. Please note that access restrictions identified by Cisco from time to time may apply. For Software, Cisco will provide (i) work-around solutions or patches to reported problems and (ii) major, minor and maintenance releases of the licensed Software version, which can be accessed on Cisco Software Central. You may be required to update to the latest Software release to correct a reported Software problem. The below table outlines Cisco’s response objectives based on case severity. Cisco may adjust assigned case severity to align with the Severity definitions below. Response Time Objective for Case Severity 3 or 4 Software Support Service Technical Support Coverage Response Time Objective for Case Severity 1 or 2 Response Time Objective for Case Severity 3 or 4 Basic with Phone Support 24x7 via Phone & Web Response within 1 hour Response within next Business Day Basic with Online Support Web Response to all cases within next Business Day during Standard Business Hours The following definitions apply to this Section. Response time means the time between case submission in the case management system to support engineer contact. Severity 1 means the Cloud Service is unavailable or down or there is a critical impact to a significant impact to case submitterCase Submitter’s business operation. Case submitter Submitter and Xxxxx both will commit full-time resources to resolve the situation. Severity 2 means the Cloud Service is degraded or significant aspects of Case submitterSubmitter’s business operation are negatively impacted by unacceptable software performance. Case submitter Submitter and Cisco both will commit full- time resources during Standard Business Hours to resolve the situation. Severity 3 means the Cloud Service is impaired, although most business operations remain functional. Case submitter Submitter and Cisco both are willing to commit resources during Standard Business Hours to resolve the situation. Severity 4 means minor intermittent functionality or performance issue, or information is required on the Cloud Service. There is little or no impact to Case submitterSubmitter’s business operation. Case submitter Submitter and Cisco both are willing to provide resources during Standard Business Hours to provide assistance or information as requested. Business Day means the generally accepted days of operation per week within the relevant region where the Cloud Services will be performed, excluding local holidays as observed by Cisco.

Support & Maintenance. The Cloud Services include online support and phone support. Cisco will respond as set forth in the table below and may require information from you to resolve service issues. You agree to provide the information requested and understand that a delay in providing the information to Cisco may delay resolution and response time. Online Support allows access for support and troubleshooting via online tools, email and web case submission only. No telephone access is provided. Case severity or escalation guidelines are not applicable. Cisco will respond to a submitted case no later than the next business day during standard business hours. Phone Support provides Cisco Technical Assistance Center (TAC) access 24 hours per day, 7 days per week to assist by telephone, or web case submission and online tools with use and troubleshooting issues. Cisco will respond within one (1) hour for Severity 1 and 2 calls received. For Severity 3 and 4 calls, Xxxxx will respond no later than the next business day. You will also have access to Xxxxx.xxx, which provides helpful technical and general information about Cisco products, as well as access to Cisco's on-line knowledge base and forums. Please note that access restrictions identified by Cisco from time to time may apply. For Software, Cisco will provide (i) work-around solutions or patches to reported problems and (ii) major, minor and maintenance releases of the licensed Software version, which can be accessed on Cisco Software Central. You may be required to update to the latest Software release to correct a reported Software problem. The below table outlines Cisco’s response objectives based on case severity. Cisco may adjust assigned case severity to align with the Severity definitions below. Software Support Service Technical Support Coverage Response Time Objective for Case Severity 1 or 2 Response Time Objective for Case Severity 3 or 4 Basic with Phone Support 24x7 via Phone & Web Response within 1 hour Response within next Business Day Basic with Online Support Web Response to all cases within next Business Day during Standard Business Hours The following definitions apply to this Section. Response time means the time between case submission in the case management system to support engineer contact. Severity 1 means the Cloud Service is unavailable or down or there is a critical impact to a significant impact to case submitterCase Submitter’s business operation. Case submitter Submitter and Xxxxx both will commit full-time resources to resolve the situation. Severity 2 means the Cloud Service is degraded or significant aspects of Case submitterSubmitter’s business operation are negatively impacted by unacceptable software performance. Case submitter Submitter and Cisco both will commit full- time resources during Standard Business Hours to resolve the situation. Severity 3 means the Cloud Service is impaired, although most business operations remain functional. Case submitter Submitter and Cisco both are willing to commit resources during Standard Business Hours to resolve the situation. Severity 4 means minor intermittent functionality or performance issue, or information is required on the Cloud Service. There is little or no impact to Case submitterSubmitter’s business operation. Case submitter Submitter and Cisco both are willing to provide resources during Standard Business Hours to provide assistance or information as requested. Business Day means the generally accepted days of operation per week within the relevant region where the Cloud Services will be performed, excluding local holidays as observed by Cisco.