SUPPORT SERVICES 1. SUPPORT-LEISTUNGEN. Support services are intended to resolve issues experienced by the Customer with the installation, configuration, and operation of the Licenced Property (“Support 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 Licenced Property. The Support Levels are set forth below. Durch Support-Leistungen sollen Probleme behoben werden, die der KUNDE mit der Installation und Konfiguration sowie dem Betrieb der LIZENZGEGENSTÄNDE hat (die „SUPPORT- LEISTUNGEN“). Die gegenüber dem KUNDEN während der SUPPORT-LAUFZEIT erbrachten Support-Leistungen bestimmen sich nach dem vom KUNDEN erworbenen Support-Level („SUPPORT LEVEL” oder „LEVEL”). Das SUPPORT LEVEL wird in einem vom KUNDEN unterzeichneten 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 LIZENZGEGENSTÄNDE gleich sein. Die SUPPORT LEVEL werden im Folgenden erläutert. Program fix service. If the Licenced Property as furnished and without Customer modification fails to function due to an error in the Licenced Property and Customer has reasonably determined that the failure 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 reported 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 Licenced Property. Error verifications shall be conducted at Customer's or AvePoint's place of business, as determined 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. Notification to AvePoint and subsequent follow- up shall be conducted through AvePoint’s Call Centre Support. 1.1 Beseitigung von Fehlern. Wenn die LIZENZGEGENSTÄNDE im Lieferzustand, ohne dass der KUND...
