Vertex Cloud Standard Support and Start Services. (a) Standard Support Generally. Payment of the applicable Vertex Cloud Services Fee shall entitle You to receive, during the Initial Term or any Renewal Term for which the Vertex Cloud Services Fees are paid, the support services set forth in this Section, Monday through Friday, exclusive of Vertex holidays, during Vertex’s standard work hours via email and the help center found on the Vertex Cloud Portal (“Help Center”) without additional charge (“Standard Support”). In addition, You may report, via telephone, a system down or system failure error without additional charge. Additional support services above the Standard Support are available for additional fees. Vertex’s obligation to provide Standard Support for a Vertex Cloud Services is subject to and conditioned upon Your timely payment of the applicable Fees. Vertex shall have no obligation to provide Standard Support for a Vertex Cloud Services, if such services are required for, or as a result of Your use of a Vertex Cloud Services in a manner that is not permitted under this Agreement.
