Application Support Clause Samples
The Application Support clause outlines the obligations of a party, typically a service provider, to assist users or clients in the use and maintenance of a specific software application. This support may include troubleshooting technical issues, providing updates, answering user queries, and ensuring the application functions as intended. By defining the scope and nature of support services, this clause ensures users have reliable assistance, thereby minimizing downtime and enhancing the overall user experience.
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Application Support. Licensor shall provide Licensee up to eight (8) man hours per week of technical applications support during the Term for the purpose of solving potential applications problems via telephone calls, facsimile transmission and electronic mail at numbers and addresses established by Licensor and at on-site meetings at Licensee premises, as necessary. Licensee shall notify Licensor of any restrictions or limitation as to the number and identity of employees of Licensee as are authorized by Licensee to use such support services. Licensor agrees that it will evaluate all Licensee Products that include Licensed Technology at Licensor's lab and provide a summary report to Licensee of the result of such evaluation.
Application Support. 6.1 With effect from delivery of the Licensed Programs and for the duration of the Service Level Agreement, the Company, shall in consideration of the Licence Fee and Support Charges, provide Application Support in accordance with the terms of the Service Level Agreement.
Application Support. Application Support addresses technical support for the PowerSchool LICENSED PRODUCTS application as a product. This includes functionality within the PowerSchool LICENSED PRODUCTS application itself, outside of the underlying Infrastructure components which are covered separately under PowerSchool Hosting Services (LICENSED PRODUCTS hosted by PowerSchool).
Application Support. Supplier agrees to provide Intel with: -------------------- A. Qualified telephone support available for Software and applications inquiries, with responses provided within one (1) business day. Supplier's hotline telephone number is: (▇▇▇) ▇▇▇-▇▇▇▇. --------------- B. Supplier's commercially reasonable efforts to verify any Software error within ten (10) business days after receiving notification of the error by Intel. If Supplier requires a test case to verify a Software error, Supplier shall verify the error within one (1) business day after receipt of a test case from Intel.
Application Support. 1. Marvell will directly support its customers on any electrical, thermal and quality related issues.
2. EZchip will be responsible for application, training and customer support for the NP4-C and NP4-G for functional, architecture and performance related issues and for all SW related issues.
3. EZchip is responsible for all the firmware, driver and architectural related collateral issues, training and customer bring-up.
4. Marvell will provide support to EZchip team on any hardware, electrical, thermal or quality related issues coming from EZchip customers.
5. EZchip will respond promptly to support Marvell customers and Marvell field/sales teams with issues related to proactive and reactive support events in accordance with Exhibit C.
Application Support. Digimarc shall, using the Hotline, answer questions from Licensee related to the use of [**] and resolve problems with [**] which do not require changes to [**].
Application Support. The Service Provider shall provide application support of the Technology and Services, including ensuring the Technology functions at all times in accordance with the functional specification and any software modifications (including interfaces), answering all questions about functionality, resolving defects (bugs). The Service Provider shall also maintain and upgrade servers with patches, performance and security updates, and hardware updates. All such support shall be provided in accordance with the service level agreement below: Uptime The Service Provider shall have systems fully operable at a minimum of 99.5% of the time per quarter excluding scheduled downtime for upgrades, operating system patches or other required updates. Scheduled Downtime The Service Provider shall provide reasonable notice to the Customer, as applicable, of any scheduled downtime for upgrade or maintenance. Scheduled downtime shall be performed after 8:00 p.m. and before midnight on Thursdays. Scheduled downtime shall be performed in less than 2 hours unless extraordinary circumstances occur.
Application Support. Licensee agrees FairCom shall have no obligation to provide support for Licensee Applications or to provide support directly to Users of the Application.
Application Support. Supplier agrees to provide Intel with:
A. Qualified telephone support available for Software and applications inquiries, with responses provided within [*]. Supplier's hotline telephone number is: -----------------------------
B. Supplier's best efforts to verify any Software error within [*] after receiving notification of the error by Intel. If Supplier requires a test case to verify a Software error, Supplier shall verify the error within [*] after receipt of a test case from Intel. [*] CERTAIN INFORMATION ON THIS PAGE HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS.
C. On-site visits for applications support within [*] business days when an on-site visit is required to remedy any Software error(s) due to non- compliance with Supplier's performance specifications described in Addendum "B."
D. Supplier's Software application models, Updates and Upgrades as they become available.
E. If Supplier decides to cease production and/or support for any Software, Supplier shall promptly notify Intel and provide a Software conversion methodology to any new or replacement product(s) Supplier will offer. Upon Supplier's discontinuance of the Software offering, Supplier will either continue to fully support the current Software for as long as Intel uses the Software, or convert Intel over to use of the replacement product(s) at no additional charge.
Application Support. 6.1.1 Application support is available to the ‘Client’ as part of this agreement. This means the ‘Client’ may send the ‘service provider’ requests for help and clarifications about the normal usage of the ‘software’. The ‘service provider’ then responds by phone, instant messaging or email within 24 hours of receipt of the request for support.
6.1.2 Application support also includes support for the following: • Response to fix an issue related to the ‘application software’ like a specific bug or unexpected behaviour; • Response to let the Client know if a particular feature exists in the ‘application software’ and indication to the Client where to look for the best place for this in the documentation provided with the ‘application software’ (i.e., guides, manuals, online training videos,…) • Further examples of non-bug-related issues that are covered: error messages, repeated fails on sending, software not responding, strange screens, extreme slow sending,…
6.1.3 This support does not include performing any tasks that the ‘Client’ would otherwise perform himself using the ‘application software’. These exclusions cover accessing the Client’s hosting server and performing any installation or configuration work with the Client’s own data. If support is given via VPN it is only given to point out where to look for specific things in the application software and excludes performing any installation or configuration. If the ‘Client’ requests that the ‘application provider’ perform such work, then notice will be given in writing to him/her that this works constitutes outsourced and/or training work (and so falls outside normal ‘application support’) and will advise him/her if additional charges might apply. If the ‘Client’ acknowledges this and gives his tacit agreement to it, then a separate invoice will be issued for this work.
6.1.4 This support is unlimited in terms of the number of hours given to the ‘Client’ and is valid for 12 month from the date of this agreement.
6.1.5 Application support is available within normal working hours (8.30am - 12.00pm & 2.00pm - 6.30pm, Monday to Friday, UK time) by phone, email or VPN. The ‘service provider’ normally charges for any help outside these times separately but will communicate in writing to the Client whenever such charges apply.
6.1.6 As part of this service, the ‘service provider’ will endeavour to include the free development of small features or changes that the ‘Client’ might require. However, this part of t...