Common use of ON-GOING SUPPORT Clause in Contracts

ON-GOING SUPPORT. Supplier shall provide, per the terms of this agreement, on-going technical support via telephone to Alcatel, 24 hours a day, 7 days a week during the term of the Agreement or for the term of any support agreement signed under the Agreement or for the remainder of the end-user’s Warranty period, whichever is longer. Notwithstanding the forgoing all technical support during the warranty period will be provided at no charge. Such support will be rendered from a Supplier location approved by Alcatel. This support will be rendered in accordance with a mutually developed support operation procedure that documents critical support elements, including without limitation call reporting and closure, remote access control, performance measurements and reporting, escalation, criticality classification and response, software patch management, call-out procedures, and engineering complaint responses. Such operating procedures will be documented within 30 calendar days after the date of the Agreement. Such support will include software fixes to Alcatel TAC reported problems related to Supplier provided software within a range to include the current market release to the two prior market releases.