Common use of Provision of Maintenance Services upon Support Request Clause in Contracts

Provision of Maintenance Services upon Support Request. If Maintenance Services are provided pursuant to a Support Request by the Customer, the following provisions shall apply: (a) Contact to the “Technical Support Team”, Availability of Support. The Customer may contact the expert team of SISW, which answers Support Requests under these Simatic IT Maintenance Terms and Conditions (“Technical Support Team”) according to the requirements described in detail on the website ▇▇▇▇▇://▇▇▇▇▇▇▇ IT- ▇▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇.▇▇▇/▇▇▇. Queries issued by third parties are not within the scope of the Maintenance Service Conditions, unless otherwise agreed with the Customer in writing and subject to the condition that contact data to such third party is submitted promptly. SISW’s acceptance of such third parties is only valid for the current duration or extension period of the Maintenance Service and may be withdrawn effective as of the next extension period. (b) The service is available during the following support hours for Simatic IT in accordance with the applicable service category:  Bronze Support: service organized 5 days per week (from Monday to Friday), in one of the three following Time Zones (as indicated in the applicable LSDA)  Asia [1:00 GMT --- 10:00 GMT]  Americas [14:00 GMT --- 1:00 GMT]  Europe [8:00 GMT --- 17:00 GMT]  Silver Support: 24 hours per day, 5 days per week (from Monday 00:00 GMT to Friday 24:00 GMT, including holidays)  Gold Support: 24 hours per day, 7 days per week including holidays