Common use of Cooperation of the Customer Clause in Contracts

Cooperation of the Customer. In case the Customer experiences conditions that result in dissatisfaction about the ser- vices or other non-conformities to the agreed standards, it is imperative that these concerns are identified and brought to the attention of PTV without any delay in order to allow both parties to find a mutually acceptable resolution and to keep communicating about the re- spective expectations. The Customer shall cooperate free of charge and with reasonable promptness to the Maintenance and Support Services. The Customer shall in particular be attentive to the following tasks: • Observe, describe and document the circumstances of any Error, which includes the collection of supporting evidence such as screenshots, log details, error messages; • Ensure that the Product and Service Error qualify respectively for Product Support and Service Availability, with respect to the list of exclusions mentioned below; • Submit a Ticket via the Helpdesk Portal under ▇▇▇▇▇://▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇.▇▇▇/; • Appoint a contact person to provide necessary information and with the authority to take or bring about decisions without undue delay; • Provide reasonable support in the analysis, handling and rectification of Errors; • Provide as necessary free of charge and secure remote access to its servers or appli- cations; • Implement Workarounds and Permanent Solutions or Updates provided, and follow any specific instructions provided by PTV or the Third-Party Distributor.

Cooperation of the Customer. In case the Customer experiences conditions that result in dissatisfaction about the ser- vices or other non-conformities to the agreed standards, it is imperative that these concerns are identified and brought to the attention of PTV without any delay in order to allow both parties to find a mutually acceptable resolution and to keep communicating about the re- spective expectations. The Customer shall cooperate free of charge and with reasonable promptness to the Maintenance and Support Services. The Customer shall in particular be attentive to the following tasks: • Observe, describe and document the circumstances of any Error, which includes the collection of supporting evidence such as screenshots, log details, error messages; • Ensure that the Product and Service Error qualify respectively for Product Support and Service Availability, with respect to the list of exclusions mentioned below; • Submit a Ticket via the Helpdesk PTV Logistics Global Help Desk Portal under ▇▇▇▇▇://▇▇▇▇- ▇▇▇▇.▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇/; • Appoint a contact person to provide necessary information and with the authority to take or bring about decisions without undue delay; • Provide reasonable support in the analysis, handling and rectification of Errors; • Provide as necessary free of charge and secure remote access to its servers or appli- cations; • Implement Workarounds and Permanent Solutions or Updates provided, and follow any specific instructions provided by PTV or the Third-Party Distributor.