Common use of Technical Support Service for Simatic IT Products Clause in Contracts

Technical Support Service for Simatic IT Products. This Service is always included in all service categories (Bronze, Silver and Gold Support). SISW is prepared to answer questions of the Customer related to Simatic IT Software products and Simatic IT Libraries for older Simatic IT versions, as indicated in the applicable LSDA, and under the terms of Section 2.4, provided that the Customer’s Support Requests fulfill the additional requirements listed below.  The technical problem to which the Customer’s question relates has to be described in a technical way which can be understood by a technical expert in the field of the Simatic IT Software who does not know the particular application of the Customer on which the problem occurred. The Support Request shall name the Simatic IT Software (including the identification of Version, Release and/or Service Pack and/or Hot Fix) and the attributes of the operating system to which the Support Request refers. If applicable, the Customer shall describe which actions already have been performed in order to resolve the technical problem and how the Simatic IT Software has been adjusted or customized, accompanied by a brief description of the Customer’s own application in the area where the technical problem occurs.  The content of the Support Request shall not comprise questions relative to the Customer’s application. Support Requests may contain only software specific questions with respect to Simatic IT Software.  Support Requests shall be in the English language.  The Customer shall use its best efforts to provide the Required Support Information already in the initial Support Request.

Technical Support Service for Simatic IT Products. This Service is always included in all service categories (Bronze, Silver and Gold Support). SISW is prepared to answer questions of the Customer related to Simatic IT Software products and Simatic IT Libraries for older Simatic IT versions, as indicated in the applicable LSDA, and under the terms of Section 2.4, provided that the Customer’s Support Requests fulfill the additional requirements listed below.  • The technical problem to which the Customer’s question relates has to be described in a technical way which can be understood by a technical expert in the field of the Simatic IT Software who does not know the particular application of the Customer on which the problem occurred. The Support Request shall name the Simatic IT Software (including the identification of Version, Release and/or Service Pack and/or Hot Fix) and the attributes of the operating system to which the Support Request refers. If applicable, the Customer shall describe which actions already have been performed in order to resolve the technical problem and how the Simatic IT Software has been adjusted or customized, accompanied by a brief description of the Customer’s own application in the area where the technical problem occurs.  • The content of the Support Request shall not comprise questions relative to the Customer’s application. Support Requests may contain only software specific questions with respect to Simatic IT Software.  • Support Requests shall be in the English language.  • The Customer shall use its best efforts to provide the Required Support Information already in the initial Support Request.