Common use of Support Procedures Clause in Contracts

Support Procedures. (a) All Problems reported by Customer Technical Support Personnel to Inktomi must be submitted via web site or email to the Support Address. (b) If Customer believes it is reporting a Severe Problem, Customer will accompany its email request with a page via the Support Pager. (c) Upon receiving a report from Customer, Inktomi will respond to the request and use reasonable commercial efforts to provide a Fix as described in the support table set forth below. (d) Inktomi will use commercially reasonable efforts to inform Customer Technical Support Personnel of Fixes.

Support Procedures. (a) All Problems reported by Customer Technical Support Personnel to Inktomi must be submitted via web site or email to the Support Address. (b) If Customer believes it is reporting a Severe Problem, Customer will accompany its email request with a page via the Support Pager. (c) Upon receiving a report from Customer, Inktomi will determine whether the request is a Problem, a Severe Problem, or an Enhancement Request. Inktomi will respond to the request and use reasonable commercial efforts to provide a Fix as described in the support table set forth below. (d) Inktomi will use commercially reasonable efforts to inform Customer Technical Support Personnel of Fixes.