Advanced Support. 4.1. Advanced Support can be purchased by Licensee to include email and remote online or phone- based diagnosis and troubleshooting to speed up support service. Remote diagnosis may require more than one (1) interaction or call or an extended session, and Licensor may request access to Licensee’s environment to troubleshoot the issue, and such access shall be promptly provided by the Licensee. In the event that access to Licensee’s environment is not promptly provided, the Licensor disclaims any and all liability arising from any delay and/or non-performance (in full or in part) of the Advanced Support. 4.2. After the Licensor has initially validated the issue, the Licensor may offer additional support options at an additional charge, including, without limitation, consulting services or managed services and the parties shall enter into good faith discussions in respect thereof. Remote diagnosis will confirm which support option will be most suitable for the client’s need.
Appears in 3 contracts
Sources: End User License Agreement (Eula), End User License Agreement (Eula), End User License Agreement (Eula)