USER SUPPORT SERVICE. 19.1 E-Z shall provide LICENSEE's Users with telephone consultation during the hours from 7:00 A.M. to 5:00 P.M.; Pacific Time Monday through Friday, excluding E-Z's regularly scheduled holidays (i.e., New Year's Day, Presidents' Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Day after Thanksgiving Day, Christmas). E-Z may change these hours from time to time on thirty (30) days written notice to LICENSEE, but they will not be substantially reduced during the term of this Agreement. Maintenance entitles the customer to program updates. Support entitles the customer to a reasonable amount of technical support via phone (non toll-free number), fax, or e-mail. Support will be provided only for technical problems within the program. It does not include Training. Training for existing as well as new staff members can be facilitated by viewing our comprehensive array of free training movies (available on our Web site) or by scheduling a custom on-site or Web-based training session (available for an additional fee). Customers who call with questions on how to use program functions will be referred to the Web-based training movies or On-line Help/Tutorials or may be referred to a training coordinator to schedule additional training. Customer will establish two (2) Technical Support Coordinators (TSCs) for the first 25 named users who access SmartOffice Online from or via a common agency office location. For each additional 25 users one (1) additional TSC may be added. All users will be instructed to direct all questions and problems regarding the use, operation, and maintenance of SmartOffice Online to their respective TSC. Customer agrees that only its TSCs shall be entitled to call or contact E-Z Data for maintenance and support assistance. Customer will receive up to 5 hours of total support time per year for the first 25 users and up to 5 additional hours for each additional block of 25 users per year. This amount will be prorated for additional users up to the next breakpoint of 25. Customer will at all times provide E-Z Data with the identities of the current authorized TSCs. LIMITED WARRANTY
USER SUPPORT SERVICE. 13.1 EBIX shall provide CUSTOMER's Users with telephone consultation during the hours from 8:00 A.M. to 8:00 P.M.; Eastern Time Monday through Thursday and 8:00 A.M. to 4:00 P.M.; Eastern Time on Fridays. This excludes EBIX's regularly scheduled holidays (i.e., New Year's Day, Presidents' Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Day after Thanksgiving Day, Christmas). EBIX may change these hours from time to time on thirty (30) days written e-mail notice to CUSTOMER, but they will not be substantially reduced during the term of this Agreement.
USER SUPPORT SERVICE. 2.1 Subject to paragraph 2.2, Midwinter will provide online, telephone and email support to the Licensee's representative (as notified to Midwinter from time to time) for both technical and user questions during Business Hours.
USER SUPPORT SERVICE. 5.1 Upon acceptance of this service by you, throughout the duration of this agreement, SystemSpecs will ensure that the application is and continues to be in good and secure working order.
