Common use of Technical Support Services Clause in Contracts

Technical Support Services. 5.1 School Account agrees to perform primary support services to its End Users, including day-to- day help, support, technical aid, and other assistance for End User's use of its SDL Service or for any issues arising from the use of the SDL Service ("Primary Support"). School Account shall assign personnel with appropriate skills and expertise in computer, data processing, and related services to enable operation of the SDL Service and to provide Primary Support. 5.2 School Account shall perform requested installation, upgrades, and reasonable technical services for Primary Support of the SDL Service pursuant to installation and support procedures and policies as developed by OverDrive and as modified from time-to-time. OverDrive shall provide School Account with documentation regarding Primary Support. 5.3 OverDrive shall provide Secondary Support to School Account. “Secondary Support” shall consist of technical support services by email and phone in the English language to School Account, including reasonable efforts to assist School Account in providing Primary Support. OverDrive shall provide such Secondary Support by email and phone during its normal business hours of Monday - Friday 8:30 AM to 5:30 PM United States Eastern Time. 5.4 OverDrive shall use reasonable efforts to make the SDL Service perform substantially in accordance with the product description, as it may exist from time to time. However, School Account acknowledges that inevitably some errors may exist in the SDL Service, and the presence of such errors shall not be a breach of this Agreement. OverDrive's sole obligation with regard to such errors shall be to use commercially reasonable efforts to correct such errors and provide Secondary Support as stated in this Agreement.

Technical Support Services. 5.1 School College Account agrees to perform primary support services to its End Users, including day-to- day help, support, technical aid, and other assistance for End User's use of its SDL CDL Service or for any issues arising from the use of the SDL CDL Service ("Primary Support"). School College Account shall assign personnel with appropriate skills and expertise in computer, data processing, and related services to enable operation of the SDL CDL Service and to provide Primary Support. 5.2 School College Account shall perform requested installation, upgrades, and reasonable technical services for Primary Support of the SDL CDL Service pursuant to installation and support procedures and policies as developed by OverDrive and as modified from time-to-time. OverDrive shall provide School College Account with documentation regarding Primary Support. 5.3 OverDrive shall provide Secondary Support to School College Account. “Secondary Support” shall consist of technical support services by email and phone in the English language to School College Account, including reasonable efforts to assist School College Account in providing Primary Support. OverDrive shall provide such Secondary Support by email and phone during its normal business hours of Monday - Friday 8:30 AM to 5:30 PM United States Eastern Time. 5.4 OverDrive shall use reasonable efforts to make the SDL CDL Service perform substantially in accordance with the product description, as it may exist from time to time. However, School College Account acknowledges that inevitably some errors may exist in the SDL CDL Service, and the presence of such errors shall not be a breach of this Agreement. OverDrive's sole obligation with regard to such errors shall be to use commercially reasonable efforts to correct such errors and provide Secondary Support as stated in this Agreement.

Technical Support Services. 5.1 Participating School Account agrees to perform primary support services to its End Users, including day-to- day help, support, technical aid, and other assistance for End User's use of its SDL Service or for any issues arising from the use of the SDL Service ("Primary Support"). Participating School Account shall assign personnel with appropriate skills and expertise in computer, data processing, and related services to enable operation of the SDL Service and to provide Primary Support. 5.2 Participating School Account shall perform requested installation, upgrades, and reasonable technical services for Primary Support of the SDL Service pursuant to installation and support procedures and policies as developed by OverDrive and as modified from time-to-time. OverDrive shall provide Participating School Account with documentation regarding Primary Support. 5.3 OverDrive shall provide Secondary Support to Participating School Account. “Secondary Support” shall consist of technical support services by email and phone in the English language to Participating School Account, including reasonable efforts to assist School Account in providing Primary Support. OverDrive shall provide such Secondary Support by email and phone during its normal business hours of Monday - Friday 8:30 AM to 5:30 PM United States Eastern Time. 5.4 OverDrive shall use reasonable efforts to make the SDL Service perform substantially in accordance with the product description, as it may exist from time to time. However, Participating School Account acknowledges that inevitably some errors may exist in the SDL Service, and the presence of such errors shall not be a breach of this Agreement. OverDrive's sole obligation with regard to such errors shall be to use commercially reasonable efforts to correct such errors and provide Secondary Support as stated in this Agreement.

Technical Support Services. 5.1 Participating School Account agrees to perform primary support services to its End Users, including day-to- to-day help, support, technical aid, and other assistance for End User's use of its SDL Service or for any issues arising from the use of the SDL Service ("Primary Support"). Participating School Account shall assign personnel with appropriate skills and expertise in computer, data processing, and related services to enable operation of the SDL Service and to provide Primary Support. 5.2 Participating School Account shall perform requested installation, upgrades, and reasonable technical services for Primary Support of the SDL Service pursuant to installation and support procedures and policies as developed by OverDrive and as modified from time-to-time. OverDrive shall provide Participating School Account with documentation regarding Primary Support. 5.3 OverDrive shall provide Secondary Support to Participating School Account. “Secondary Support” shall consist of technical support services by email and phone in the English language to Participating School Account, including reasonable efforts to assist School Account in providing Primary Support. OverDrive shall provide such Secondary Support by email and phone during its normal business hours of Monday - Friday 8:30 AM to 5:30 PM United States Eastern Time. 5.4 OverDrive shall use reasonable efforts to make the SDL Service perform substantially in accordance with the product description, as it may exist from time to time. However, Participating School Account acknowledges that inevitably some errors may exist in the SDL Service, and the presence of such errors shall not be a breach of this Agreement. OverDrive's sole obligation with regard to such errors shall be to use commercially reasonable efforts to correct such errors and provide Secondary Support as stated in this Agreement.