Common use of Scope of Support and Maintenance Services Clause in Contracts

Scope of Support and Maintenance Services. Motive shall use commercially reasonable efforts to provide the following services for the Licensor Software during the hours specified: · Maintain a center capable of receiving information from Mercury Interactive through the Motive client technology, electronic mail, fax, or telephone. · Information will also be made available via the Internet, including but not limited to, frequently asked questions, known issues, and maintenance downloads. · Standard support and error correction allow for up to 4 (four) people designated by the Mercury Interactive for each Mercury Interactive or Affiliate contact center geography (currently the U.S., Europe, Middle, East, Africa, Asia Pacific and Japan) to Motive in writing to have access to the Motive support organization (“Authorized Contact Persons”). Licensor shall endeavor to reasonably accommodate request for additional contacts free of charge (up to a total of 8 designated contacts if the Mercury Interactive Products with which the Licensor Software are integrated is limited to the Topaz line of products, but if such integrated Mercury Interactive Products expand to other Mercury Interactive product lines, then Licensor shall not unreasonably withhold its consent to add additional requested contacts) as the volume of End Users sublicenses increase or for additional geographic support centers. For any other requests, additional contacts may be purchased, if so desired by the customer, for an additional fee per maintenance term. Unlimited access to Licensor’s support web site, currently “Motive esource”. · All inquiries to technical support must be made by an Authorized Contact Person. · All Licensor Software “Updates” as defined in the Agreement and the delivery provisions therein. · Motive shall make reasonable effort to accommodate requests for modifications or additional features; however, Motive is under no obligation to incorporate those requests from Mercury Interactive in future releases of any product or product component unless otherwise agreed upon in the Agreement under an applicable Exhibit.

Scope of Support and Maintenance Services. Motive shall use commercially reasonable efforts to provide the following services for the Licensor Software during the hours specified: · • Maintain a center capable of receiving information from Mercury Interactive through the Motive client technology, electronic mail, fax, or telephone. · • Information will also be made available via the Internet, including but not limited to, frequently asked questions, known issues, and maintenance downloads. · • Standard support and error correction allow for up to 4 (four) people designated by the Mercury Interactive for each Mercury Interactive or Affiliate contact center geography (currently the U.S., Europe, Middle, East, Africa, Asia Pacific and Japan) to Motive in writing to have access to the Motive support organization (“Authorized Contact Persons”). Licensor shall endeavor to reasonably accommodate request for additional contacts free of charge (up to a total of 8 designated contacts if the Mercury Interactive Products with which the Licensor Software are integrated is limited to the Topaz line of products, but if such integrated Mercury Interactive Products expand to other Mercury Interactive product lines, then Licensor shall not unreasonably withhold its consent to add additional requested contacts) as the volume of End Users sublicenses increase or for additional geographic support centers. For any other requests, additional contacts may be purchased, if so desired by the customer, for an additional fee per maintenance term. Unlimited access to Licensor’s support web site, currently “Motive esource”. · • All inquiries to technical support must be made by an Authorized Contact Person. · • All Licensor Software “Updates” as defined in the Agreement and the delivery provisions therein. · • Motive shall make reasonable effort to accommodate requests for modifications or additional features; however, Motive is under no obligation to incorporate those requests from Mercury Interactive in future releases of any product or product component unless otherwise agreed upon in the Agreement under an applicable Exhibit.