Common use of CONDITIONS FOR SUPPORT PROVIDED BY US Clause in Contracts

CONDITIONS FOR SUPPORT PROVIDED BY US. We provide a second level of support for those problems that you cannot reasonably be expected to resolve for yourself. Accordingly, our performance under the above criteria is conditional upon your compliance with the following conditions of support: • You must provide (or at least disclaim any requirement of ours to provide) first line support to your users (and your customer’s users). • You must ensure that the Software is used only in combination with other software, devices or hardware recommended or specified by us as being compatible with the Software, and ensure a stable network environment with adequate capacity. In addition, you are expected to provide a technically qualified single point of contact for coordination of support with us. • You must install (and cause your customers to install) all Updates we make available to you. We are not responsible for support services with respect to a Software if you (or the customer) have refused to permit updating of the Software by all applicable Maintenance Releases or if you have not ensured that hardware and network services are correctly configured and operating according to specifications, and operating system software and other third party software is current, and has all manufacturer/supplier-recommended updates and patches. • You must provide us with reasonable access (remote or on-site, as needed by us) to the equipment, the Software and all relevant documentation and records relating to a reported issue, and such reasonable assistance as we may request, including sample output and other diagnostic information, in order to assist us in providing support. • We are not responsible for support services to the extent arising in connection with Extraordinary Circumstance. Failure to comply with the above requirements is not a breach of your agreement with us, but does excuse us from providing related support services.

CONDITIONS FOR SUPPORT PROVIDED BY US. We provide a second level of support for those problems that you cannot reasonably be expected to resolve for yourself. Accordingly, our performance under the above criteria is conditional upon your compliance with the following conditions of support: • You must provide (or at least disclaim any requirement of ours to provide) first line support to your users (and your customer’s users). • You must ensure that the Software is used only in combination with other software, devices or hardware recommended or specified by us as being compatible with the Software, and ensure a stable network environment with adequate capacity. In addition, you are expected to provide a technically qualified single point of contact for coordination of support with us. • You must install (and cause your customers to install) all Updates we make available to you. We are not responsible for support services with respect to a Software if you (or the customer) have refused to permit updating of the Software by all applicable Maintenance Releases or if you have not ensured that hardware and network services are correctly configured and operating according to specifications, and operating system software and other third party software is current, and has all manufacturer/supplier-recommended updates and patches. • You must provide us with reasonable access (remote or on-site, as needed by us) to the equipment, the Software and all relevant documentation and records relating to a reported issue, and such reasonable assistance as we may request, including sample output and other diagnostic information, in order to assist us in providing support. • We are not responsible for support services to the extent arising in connection with Extraordinary Circumstance. Failure to comply with the above requirements is not a breach of your agreement with us, but does excuse us from providing related support services.

CONDITIONS FOR SUPPORT PROVIDED BY US. We provide a second level of support for those problems that you cannot reasonably be expected to resolve for yourself. Accordingly, our performance under the above criteria is conditional upon your compliance with the following conditions of support: • You must provide (or at least disclaim any requirement of ours to provide) first line support to your users (and your customer’s users). • You must ensure that the Software is used only in combination with other software, devices or hardware recommended or specified by us as being compatible with the Software, and ensure a stable network environment with adequate capacity. In addition, you are expected to provide a technically qualified single point of contact for coordination of support with us. • You must install (and cause your customers to install) all Updates we make available to you. We are not responsible for support services with respect to a Software if you (or the customer) have refused to permit updating of the Software by all applicable Maintenance Releases or if you have not ensured that hardware and network services are correctly configured and operating according to specifications, and operating system software and other third party software is current, and has all manufacturer/supplier-recommended updates and patches. • You must provide us with reasonable access (remote or on-site, as needed by us) to the equipment, the Software and all relevant documentation and records relating to a reported issue, and such reasonable assistance as we may request, including sample output and other diagnostic information, in order to assist us in providing support. • We are not responsible for support services to the extent arising in connection with Extraordinary Circumstance. Failure to comply with the above requirements is not a breach of your agreement with us, but does excuse us from providing related support services.