Common use of Support Steps Clause in Contracts

Support Steps. STEP 1. CLIENT shall follow the ticketing process for reporting a request for support. Within the response time period for support requests under the applicable plan, a technical support representative will follow up on the request with such additional information as may be required by QDABRA for a complete and detailed description of the issue that is capable of replication by QDABRA. If the support request is found to be a problem outside of the QDABRA product described in any SOW, then the request for support under this CCSLA is not covered. .. If a “hot fix” can resolve any QDABRA covered issue, CLIENT will be advised to download the hot fix and update accordingly. If no resolution is then available, CLIENT will be advised of the current status, such as by way of examples only (and without limitation), whether: (1) the problem has been replicated; (2) the problem has been replicated and a programmatic fix is underway; (3) the problem has been replicated, a fix programmed and is being tested; (4) a workaround to the problem is available; or (5) no workaround is currently available. If the problem is not readily apparent, CLIENT may need to run the software after being advised to make setting changes or to perform tests in order to receive additional information about the nature of the problem. The time needed for a support Level 1 diagnostic process cannot be estimated in advance of receipt of the report and depends on the nature of the reported problem, how responsive CLIENT may be in providing supplemental information that is critical to an accurate diagnosis, and other variables relating to the reported problem.