Common use of Introduction and definitions Clause in Contracts

Introduction and definitions. This document defines Company's policies, definitions, and responsibilities with regard to Company's Standard Support and Maintenance offering only. “Support” refers to Company's responsibilities to address errors related to any of the Company SaaS services or its Enforcers, which are verifiable and reproducible failure of the services to substantially conform to its published specifications (“Error”). Notwithstanding the foregoing, “Error” shall not include any failure caused: (i) by the access, use or operation of the services with any other hardware, software or programming languages or in an environment other than intended or recommended by Company; (ii) by any bug, defect, error or malfunction in any hardware or software used with the services and not provided by Company or other parties acting on its behalf (such as licensors and vendors) or any other failure of any such hardware to conform to its published specifications; (iii) due to modifications, alterations and repairs to the services not made by Company, except as authorized in writing by Company; (iv) due to misuse, accidents or improper access or maintenance not performed by Company;. In the event that any problem or error is discovered to fall outside of the scope of the definition of Error, then Company reserves the right to recover all expenses related to the support provided, at the then current prices for such services provided such prices were agreed in advance with licensee.