Common use of VERITAS' OBLIGATIONS Clause in Contracts

VERITAS' OBLIGATIONS. 2.1 During the term of the Agreement, VERITAS will provide 2nd and 3rd Level Support to IMG 24 hours a day, 365 days a year for all Software Products. For the avoidance of doubt, VERITAS will provide such support for the current and immediately preceding two (2) Releases of each Software Product, including all interim Versions. 2.2 For all IMG-branded Software Products, if VERITAS provides 2nd Level Support directly to End Users, such support shall be represented as IMG Support. The parties will agree on a process for accomplishing this. IMG acknowledges that there may be an additional charge for this arrangement. 2.3 For all VERITAS-branded Software Products, VERITAS will be responsible for providing 1st Level Support to IMG's End Users, and VERITAS shall inform such End Users that all calls should be made first to VERITAS. 2.4 VERITAS support personnel will respond to and correct identified problems based on the correction periods set forth in Table A below. Depending on the severity of the problem, VERITAS support staff will contact IMG by telephone, electronic mail or fax, as appropriate. High severity problems will be given priority over fixes for low severity problems. For Severity Level 1 problems, VERITAS will use continuous efforts until the problem is corrected. 2.5 VERITAS will provide a call tracking ID# for each call opened by IMG, and will respond to information requests using an agreed upon template with that call tracking ID#. 2.6 VERITAS will at all times adhere to standard call policy/procedures and release policy/procedures. 2.7 VERITAS will make available to IMG all generally available defect correction patches. 2.8 During the term of the Agreement, VERITAS shall, at its expense, provide IMG with one (1) course per Software Product of basic training and of advanced training for IMG employees engaged in the technical support and training of the Software Product. This will include "Train the Trainer" type training to IMG technical support 39 operations, as well as providing support documentation and support tools, as available, for use by IMG and/or its Distributors. Training will be at IMG's facilities in California, or such other mutually agreeable facility. IMG will reimburse reasonable, preapproved travel and related expenses incurred by VERITAS in providing training. IMG may record any or all training courses on video tape and may reproduce and distribute such recordings, for internal use only, under IMG's name and at IMG's expense. Upon each Release of the Software Product or new Version of the existing Software Product with substantial functional changes, VERITAS shall provide to IMG sufficient technical training relating to such Release or Version.

VERITAS' OBLIGATIONS. 2.1 2.1. During the term of the Agreement, VERITAS will provide 2nd and 3rd Level Support to IMG 24 hours a day, 365 days a year for all Software Products. For the avoidance of doubt, VERITAS will provide such support for the current and immediately preceding two (2) Releases of each Software Product, including all interim Versions. 2.2 2.2. For all IMG-branded Software Products, if VERITAS provides 2nd Level Support directly to End Users, such support shall be represented as IMG Supportsupport. The parties will agree on a process for accomplishing this. IMG acknowledges that there may be an additional charge for this arrangement. 2.3 2.3. For all VERITAS-branded Software Products, VERITAS will be responsible for providing 1st Level Support to IMG's End Users, and VERITAS shall inform such End Users that all calls should be made first to VERITAS. 2.4 2.4. VERITAS support personnel will respond to and correct identified problems based on the correction periods set forth in Table A below. Depending on the severity of the problem, VERITAS support staff will contact IMG by telephone, electronic mail or fax, as appropriate. High severity problems will be given priority over fixes for low severity problems. For Severity Level 1 problems, VERITAS will use continuous efforts until the problem is corrected. 2.5 2.5. VERITAS will provide a call tracking ID# for each call opened by IMG, and will respond to information requests using an agreed upon template with that call tracking ID#. 2.6 2.6. VERITAS will at all times adhere to standard call policy/procedures and release policy/policy/ procedures. 2.7 2.7. VERITAS will make available to IMG all generally available defect correction patches. 2.8 2.8. During the term of the Agreement, VERITAS shall, at its expense, provide IMG with one (1) course per Software Product of basic training and of advanced training for IMG employees engaged in the technical support and training of the Software Product. This will include "Train the Trainer" type training to IMG technical support 39 operations, as well as providing support documentation and support tools, as available, for use by IMG and/or its Distributors. Training will be at IMG's facilities in California, or such other mutually agreeable facility. IMG will reimburse reasonable, preapproved travel and related expenses incurred by VERITAS in providing training. IMG may record any or all training courses on video tape and may reproduce and distribute such recordings, for internal use only, under IMG's name and at IMG's expense. Upon each Release of the Software Product or new Version of the existing Software Product with substantial functional changes, VERITAS shall provide to IMG sufficient technical training relating to such Release or Version.

VERITAS' OBLIGATIONS. 2.1 During the term of the Agreement, VERITAS will provide 2nd and 3rd Level Support to IMG 24 hours a day, 365 days a year for all Software Products. For the avoidance of doubt, VERITAS will provide such support for the current and immediately preceding two (2) Releases of each Software Product, including all interim Versions. 2.2 For all IMG-branded Software Products, if VERITAS provides 2nd Level Support directly to End Users, such support shall be represented as IMG Support. The parties will agree on a process for accomplishing this. IMG acknowledges that there may be an additional charge for this arrangement. 2.3 For all VERITAS-branded Software Products, VERITAS will be responsible for providing 1st Level Support to IMG's End Users, and VERITAS shall inform such End Users that all calls should be made first to VERITAS. 2.4 VERITAS support personnel will respond to and correct identified problems based on the correction periods set forth in Table A below. Depending on the severity of the problem, VERITAS support staff will contact IMG by telephone, electronic mail or fax, as appropriate. High severity problems will be given priority over fixes for low severity problems. For Severity Level 1 problems, VERITAS will use continuous efforts until the problem is corrected. 2.5 VERITAS will provide a call tracking ID# for each call opened by IMG, and will respond to information requests using an agreed upon template with that call tracking ID#. 2.6 VERITAS will at all times adhere to standard call policy/procedures and release policy/procedures. 2.7 VERITAS will make available to IMG all generally available defect correction patches. 2.8 During the term of the Agreement, VERITAS shall, at its expense, provide IMG with one (1) course per Software Product of basic training and of advanced training for IMG employees engaged in the technical support and training of the Software Product. This will include "Train the Trainer" type training to IMG technical support 39 operations, as well as providing support documentation and support tools, as available, for use by IMG and/or its Distributors. Training will be at IMG's facilities in California, or such other mutually agreeable facility. IMG will reimburse reasonable, preapproved travel and related expenses incurred by VERITAS in providing training. IMG may record any or all training courses on video tape and may reproduce and distribute such recordings, for internal use only, under IMG's name and at IMG's expense. Upon each Release of the Software Product or new Version of the existing Software Product with substantial functional changes, VERITAS shall provide to IMG sufficient technical training relating to such Release or Version.