Common use of Service and Support Clause in Contracts

Service and Support. Escalation procedures are built into Showpad’s 24x7x365 monitoring system, and any system issues have automated escalation. Critical Severity issues as described in IV are immediately escalated to senior management. In the case of a system down condition attributable to Showpad, Showpad may utilize other means of communication for both reporting of errors and conditions. Customer acknowledges and agrees that: i) access to the Customer Data and/or User Accounts may be required in order for Showpad to be able reproduce the defect in question and/or to respond to a defect support request of the Customer; and ii) absence of such access as stated here above and/or any other reasonable assistance, may lead to the fact that the defect cannot be solved, in which case Showpad shall have no liability to the Customer.