Terms of Support. Maintenance is limited to versions of the Software that are supported by Quintus and to problems that are reproducible in that version of the Software, running unaltered on the Designated Computers. Quintus shall provide technical support for the current version of the Software. Additionally, Quintus will support the previous sequential release of the Software for a period of twelve (12) months following the release of a subsequent version. Corrections to certain problems may only be available through a future version of the Software or through a documentation update. Maintenance services will not be provided if the: - Software is not used in accordance with the software license agreement under which the Software was supplied to Lucent; - Software has been altered or modified by Lucent, its Customer or a third party; - Lucent makes significant changes to the hardware and/or software in their operating environments that are not supported by the Software. SOFTWARE UPDATE SERVICE There will be no additional charge for providing new/current releases to customers with a current Maintenance Contract. Customers under Maintenance shall receive all generally released enhancements to the Software and all documentation updates as well as new versions of the Software ("Updates") as they are made commercially available. This does not include significant changes in functionality and new releases of the Quintus Software. It will be Lucent's responsibility to provide their customers with the software updates. If Lucent requests Quintus support with the installation of new/current releases, then Quintus will provide support and charge Lucent at the time and expense (T&E) rates in effect at the time Quintus provides the service. YEAR 2000 COMPLIANCE Subject to any hardware limitations with respect to time and date stamps, Quintus certifies that CustomerQ version 3.3 and higher, HelpQ versions 3.3 and higher,
Terms of Support. The terms contained in Schedule 1 (“Support terms”) will apply to each Financial Year (or part thereof) during the Support Receipt Period.
Terms of Support. During the term of your active support agreement, nShift will provide the following services based on commercially reasonable endeavours: • Expert guidance on technical aspects of nShift solutions. • Troubleshooting of incidents related to system performance and function in customer test and production environment and nShift Cloud environments. • Problem triage, communication and closure related to issues raised by customers that are accepted as defects by nShift’s product organisation. • Troubleshooting connectivity with 3rd party carrier systems to the best of our ability • Communication and update on issues within the standard support process, but not related to product enhancements. • Telephone support access as needed to help resolve issues in the most efficient manner. Where needed specific appointments will be made to engage in online web conferencing sessions using Zoom or Microsoft Teams.
Terms of Support. During the term of your active support agreement, nShift will provide the following services based on commercially reasonable endeavours: • Expert guidance on technical aspects of nShift solutions. • Troubleshooting of incidents related to system performance and function in customer test and production environment and nShift Cloud environments. • Problem triage, communication and closure related to issues raised by customers that are accepted as defects by nShift’s product organisation. • Troubleshooting connectivity with 3rd party carrier systems to the best of our ability • Communication and update on issues within the standard support process, but not related to product enhancements. • Telephone support access as needed to help resolve issues in the most efficient manner. Where needed specific appointments will be made to engage in online web conferencing sessions using Zoom or Microsoft Teams.
2.1.1 Working with Support There are different types of support cases and classifications of priorities along with multiple ways to contact support, we suggest that you consider the information below to make sure you get the appropriate response based on the impact of your request:
2.1.2 Classification and Priority levels nShift defines incident priority based on the severity of the issues that are encountered. If you feel your incident is not classified in the correct manner we would encourage you to get in touch with us via the local support line number which you can access here. The classification that will be assigned to the case is based on the following definitions:
Terms of Support. Oracle Worldwide Customer Support's technical assistance is limited to licenses, products, and platforms that are fully supported and to problems which are demonstrable in the current release of the licensed program, running unaltered on the proper hardware configuration. Current release information is posted on-line. Technical Support for older versions of Oracle products or for non-Oracle products is subject to additional fees. These Technical Support policies are Oracle's current policies and are subject to change at Oracle's discretion.
Terms of Support. 6.1. Capitax PRO undertakes to provide support to the Customer by providing general assistance in matters of use of the Platform, if such have arisen for the Customer. In case of questions, the Customer has the right to submit a support request to the customer support center at xxxx.xxxxxxxxxxxx.xxx or by sending an e-mail to the e-mail address xxxxxxx@xxxxxxxxxxxx.xxx. Employees of the Capitax PRO support team provide answers to Customer support requests by reviewing them on working days in the period from 10 a.m. to 17 p.m. (Latvia time, GMT+3).
6.2. The Customer has the right to request an individual consultation and the Customer shall reimburse the Service of this individual consultation in accordance with the Price List. Capitax PRO does not provide the Customer with individual consultation and personalized support or assistance in the Customer's specific issues regarding the Platform or any Customer information, unless the Customer and Capitax PRO have agreed on this separately, observing all Data security and confidentiality conditions.
Terms of Support. When you purchase SMA (whether on-premise or cloud solution) for the first time or when you renew your SMA, the terms and conditions of the then-current applicable end user license
Terms of Support. Customer shall operate the Licensed Software according to the detailed instructions given in the manuals of the package or as contained in any communication given in writing by NEWGEN at the time of signing the XXXX or at the time of delivery of the Software. NEWGEN will provide online support for all the trouble shootings registered. The Technical Support covers only the support provided for the Software products and does not include any hardware trouble shooting provided either by Newgen or by any third party. NEWGEN at the time of delivery of the Software has taken all the necessary precautions to make the Software product free of defects. However, Newgen does not assure that the Software product will be bug free, but any bugs identified during the support period will be attended to and resolved. NEWGEN shall provide the software Support services from its development center in India. In case if any bug is encountered, the same shall be fixed at NEWGEN’s central development center and post fixing the bug, the software shall be provided to CUSTOMER on suitable media. The Support services however do not include faults caused by accident, natural disaster, fire, and electrical fluctuations at Customer premises. Access to central Helpdesk will be provided via a portal or email for registering bugs and queries.
Terms of Support. Scope of Decision-Making: The Supported Person may seek support in making
Terms of Support. A) Hours of Availability Access to all web-based support features (online documentation and source code, online help forums) are generally available 24 hours per day, 7 days a week, 365 days a year barring unforeseen interruptions in Internet service or planned exceptions by Extensible. Notwithstanding anything to the contrary in this Agreement, Extensible does not guarantee such availability. All metered support services are also generally available 24 x 7 x 365, although the response to each request for metered support may not happen immediately, and will be governed by the response time terms outlined in section 3b. Any planned exceptions to the availability of support services will be communicated on the Extensible website as far in advance as possible.
