Common use of Support Services and Problem Resolution Clause in Contracts

Support Services and Problem Resolution. Support Services If You have paid Conga all applicable fees due, Conga will provide Support Services to Your Administrator(s) during Business Hours in the English language. To receive Support Services, You may submit a case at xxxx://xxxxxxx.xxxxxxxx.xxx/Reference/Submit_Case_Form, email xxxxxxx@xxxxxxxx.xxx, telephone one of the Conga offices, or use Live Chat as listed on the Conga website Support page during the specified Business Hours for that office. Support Services will be subject to the specified allowance stated in an associated quote or invoice for the current subscription term, if any. Telephone Numbers: Americas: 000-000-0000 EMEA: 44 (0) 203-608-0165 APAC: 00-0-0000-0000 Problem Response and Resolution Conga will use commercially reasonable efforts to address Service Level Incidents in accordance with the schedule below. Problem Severity Level Response Time Resolution Time Level 1: The Service is not available for use, including the failure of any documented feature that listed as a The Conga support team will respond within four (4) business hours. The Conga technical team will commence efforts to address Conga will use commercially reasonable efforts, twenty-four (24) hours per day, seven (7) days per week, to resolve or provide You with Tier 1 function in the Product Specifications. Level 1 problems within one (1) hour after Your report of such problem is received by Conga or Conga’s detection of such problem, whichever is earlier. an acceptable work-around for the applicable Level 1 problem. Conga will keep You updated regularly on the progress of the resolution.

Support Services and Problem Resolution. Support Services If You have paid Conga all applicable fees due, Conga will provide Support Services to Your Administrator(s) during Business Hours in the English language. To receive Support Services, You may submit a case at xxxx://xxxxxxx.xxxxxxxx.xxx/Reference/Submit_Case_Form, email xxxxxxx@xxxxxxxx.xxx, telephone one of the Conga offices, or use Live Chat as listed on the Conga website Support page during the specified Business Hours for that office. Support Services will be subject to the specified allowance stated in an associated quote or invoice for the current subscription term, if any. Telephone Numbers: Americas: 000-000-0000 EMEA: 44 (0) 203-608-0165 APAC: 00-0-0000-0000 Problem Response and Resolution Conga will use commercially reasonable efforts to address Service Level Incidents in accordance with the schedule below. Problem Severity Level Response Time Resolution Time Level 1: The Service is not available for use, including the failure of any documented feature that listed as a The Conga support team will respond within four (4) business hours. The Conga technical team will commence efforts to address Conga will use commercially reasonable efforts, twenty-four (24) hours per day, seven (7) days per week, to resolve or provide You with Tier 1 function in the Product Specifications. Level 1 problems within one (1) hour after Your report of such problem is received by Conga or Conga’s detection of such problem, whichever is earlier. an acceptable work-around for the applicable Level 1 problem. Conga will keep You updated regularly on the progress of the resolution.