Common use of Basic Support Clause in Contracts

Basic Support. ELITE will provide free basic training and technical support (“Basic Support”), via the telephone to TRANSFEREE as long as TRANSFEREE is current on all subscription fees and other outstanding balances. If TRANSFEREE’s business is located outside the United States, Puerto Rico or the U.S. Virgin Islands, TRANSFEREE shall pay all long distance charges at the rate charged by ELITE’s long distance telephone company, plus any applicable taxes. Basic Support refers to the guidance provided by an ELITE representative to TRANSFEREE over the telephone. Such guidance is limited to answering training questions or supporting technical issues regarding the Elite Property and assistance on "specialty hardware items" purchased from ELITE, and may include prescheduled one-hour training sessions. If TRANSFEREE requires troubleshooting outside the scope of Basic Support such as the need for an ELITE representative to review TRANSFEREE’s data or remotely accessing TRANSFEREE’s database; or guidance in areas not related to the Elite Property or “specialty hardware items” purchased from ELITE, such as guidance on TRANSFEREE’s actual computer hardware, the configuration of TRANSFEREE’s computer’s settings (changing the time or adding a new printer driver), or for the loss of network connections and configurations between TRANSFEREE’s computers, TRANSFEREE must: a) contact TRANSFEREE’s hardware vendor, b) hire a computer consultant, or, c) request extended training or technical support from ELITE, as outlined in Paragraph 19 of this Agreement. Note: Only "specialty hardware items" purchased from ELITE are guaranteed to be compatible with the Software Program.