Common use of Services Requests Clause in Contracts

Services Requests. Customer can request assistance by e-mail, web, or by telephone (a “Services Request”). Services Requests made by telephone must be accompanied by a written Services Request. In the written Services Request, Customer will include a Defect report enclosing results of Defect analysis with all the reasonable information to enable Company to carry out the Support Services without undue delay. Customer shall use commercially reasonable efforts to evaluate whether the Defect originates within the Software and take reasonable means to qualify and characterize the Defect. Categorization of the Defect will be made in accordance with the Defect level definitions set forth herein. Services Requests shall be categorized according to the category of the Defect identified. Company will take into consideration Customer’s estimated categorization of the Defect.