Common use of Direct Support Clause in Contracts

Direct Support. Vendor shall provide the following Software support to the City during the term of this Agreement: (i) advice by telephone or e-mail on the use of the Software without any limit on the amount of incident reports as follows: (1) an emergency contact number and e-mail address available 24/7/365 for serious Software or Service performance issues; (2) for less serious issues, by phone from Monday to Saturday inclusive from 9:00 a.m. to 5:00 p.m. Pacific Standard Time; (ii) the dispatch out by email or mail of fix announcements to the Software, information regarding forthcoming new releases and technical newsletters; (iii) the creation and upload to the Software, from time to time, of patches and fixes in respect of the Software; (iv) the diagnosis of errors in the Software and the rectification of such errors (remotely or by attendance on site as determined by Vendor) by the issue of fixes in respect of the Software and the making of all consequential amendments (if any) to the Documentation; (v) any other support service offered to the City from time to time; and (vi) the issue of new releases of Software.