Your Support Responsibilities. Promptly channel all warranty support communications through a single point of contact. Carry out initial diagnosis of problems to eliminate those due to hardware faults and operator error. Install Software maintenance revisions within a reasonable time of receiving them from us. Ensure that your staff have an appropriate level of training for their use of the Software.
Your Support Responsibilities. For sales of Services by You to End Users, You will be responsible for handling first-level support service for Your End Users. For sales of Services by You to End Users using the NEC name, if NEC receives multiple customer complaints regarding Your lack of responsiveness to, or inability to adequately resolve, End User support requests, NEC shall have the right, in its sole discretion, to (a) provide You with notice of such complaints and a five (5) business day period to cure such complaints; and (b) if You fail to satisfactorily resolve such complaints in such five (5) business day period, assume responsibility for any of Your customer accounts and convert them into NEC direct accounts. You may be eligible to receive a monthly recurring commission (less any monies due for prior service) under our agent program (“Agent”) with respect to any of Your End User accounts that are converted into NEC direct customer accounts in accordance with this Section 1.5. pursuant to the then-current NEC Agent rates posted at xxxxx://xxxxxxx.xxxxxxxx.xxxx/legal/ provided that (i) to be eligible to receive any such commissions, You must (A) agree to NEC’s standard form of Agency Partner Agreement and (B) provide cooperation, as requested by NEC, with respect to the conversion and transition of the customer accounts to NEC (including without limitation providing NEC- approved communication to the impacted customers and providing NEC with all information reasonably necessary to facilitate the conversion and transition of the customer accounts); and (ii) notwithstanding the foregoing, You shall not be entitled to any special incentives, bounties, or one-time payments payable under NEC’s Agency program. Notwithstanding the conversion of You to an Agent pursuant to this Section 1.5, You shall nonetheless remain liable for all unpaid and outstanding amounts owed by You to NEC for all transactions taking place under this Agreement prior to such conversion.
Your Support Responsibilities. For sales of Services by You to End Users, You will be responsible for handling first- level support service to the End Users. For sales of Services by You to End Users, if Nimans receives multiple customer complaints regarding Your lack of responsiveness to, or inability to adequately resolve, End User support requests, Nimans shall have the right, in its sole discretion, to (a) provide You with notice of such complaints and a twenty (20) business day period to cure such complaints; and (b) if You fail to satisfactorily resolve such complaints in such twenty (20) business day period, assume responsibility for any of Your customer accounts and convert them into Nimans direct accounts or reallocate them to an alternative reseller, without any liability of Nimans to You. In such case You will provide cooperation, as requested by Nimans, with respect to the conversion/reallocation and transition of the customer accounts (including without limitation providing Nimans- approved communication to the impacted customers and providing Nimans with all information reasonably necessary to facilitate the conversion/reallocation and transition of the customer accounts). Notwithstanding the foregoing, You shall remain liable for all unpaid and outstanding amounts owed by You to Nimans for all transactions taking place under this Agreement prior to such conversion or reallocation of Your End User accounts.
Your Support Responsibilities. For sales of Services by You to End Users, You will be responsible for handling first-level support service for Your End Users. For sales of Services by You to End Users using the Intermedia name, if Intermedia receives multiple customer complaints regarding Your lack of responsiveness to, or inability to adequately resolve, End User support requests, Intermedia shall have the right, in its sole discretion, to (a) provide You with notice of such complaints and a five (5) business day period to cure such complaints; and (b) if You fail to satisfactorily resolve such complaints in such five (5) business day period, assume responsibility for any of Your customer accounts and convert them into Intermedia direct accounts. You may be eligible to receive a monthly recurring Advisor commission (less any monies due for prior service) with respect to any of Your End User accounts that are converted into Intermedia direct customer accounts in accordance with this Section 1.5. pursuant to the then-current Intermedia Advisor rates posted at xxxx://xxx.xxxxxxxxxx.xxx; provided that (i) to be eligible to receive any such commissions, You must
(A) agree to Intermedia’s standard form of Advisor Agreement and (B) provide cooperation, as requested by Intermedia, with respect to the conversion and transition of the customer accounts to Intermedia (including without limitation providing Intermedia- approved communication to the impacted customers and providing Intermedia with all information reasonably necessary to facilitate the conversion and transition of the customer accounts); and
Your Support Responsibilities. For sales of Services by You to End Users, You will be responsible for handling first-level support service for Your End Users. For sales of Services by You to End Users using the Intermedia name, if Intermedia receives multiple customer complaints regarding Your lack of responsiveness to, or inability to adequately resolve, End User support requests, Intermedia shall have the right, in its sole discretion, to (a) provide You with notice of such complaints and a five (5) business day period to cure such complaints; and (b) if You fail to satisfactorily resolve such complaints in such five (5) business day period, assume, or reallocate to another reseller, ownership of and responsibility for Your customer accounts. In such situation, You agree to provide cooperation, as requested by Intermedia, with respect to the conversion and transition of the customer accounts to Intermedia or such other reseller, as applicable (including without limitation providing Intermedia-approved communication to the impacted customers and providing Intermedia with all information reasonably necessary to facilitate the conversion and transition of the customer accounts). Notwithstanding the conversion of such accounts pursuant to this Section 1.5, You shall nonetheless remain liable for all unpaid and outstanding amounts owed by You to Intermedia for all transactions taking place under this Agreement prior to such conversion.
Your Support Responsibilities. (a) You are responsible for regularly and fully applying Corrective Service Releases (CSRs) we provide to you. We provide program support for the current, generally available Release of the Software and one prior Release only. Application support for older Releases is available to users upon request on a limited basis. No program changes are available for older Releases.
(b) [ * ]
(c) You are responsible for providing knowledgeable and adequately trained users who have full system access and authority should we need your help in researching or duplicating a reported problem.
(d) You are responsible for providing a communications link from your system to ours should you want on-line support. * Confidential portions of this document have been redacted and separately filed with the Commission.
Your Support Responsibilities. (a) You are responsible for regularly and fully applying Corrective Service Releases (CSRs) we provide to you. We provide program support for the current, generally available Release of the Software and one prior Release only. Application support for older Releases is available to users upon request on a limited basis. No program changes are available for older Releases.
(b) Your proprietary modifications to our programs, if any, must be placed in the library IPTSMOD. You must maintain an unmodified testing environment in order to insure suspected problems are not related to your proprietary modifications.
(c) You are responsible for providing knowledgeable and adequately trained users who have full system access and authority should we need your help in researching or duplicating a reported problem.
(d) You are responsible for providing a communications link from your system to ours should you want on-line support.
