Common use of Software and Support Services Clause in Contracts

Software and Support Services. 9.1 In-tend shall provide support services (“Support Services”) in respect of the Software in accordance with clauses 9 and 10 of this Agreement and In-tend’s “Software Support Policy”, set out in Schedule 3. In addition, In-tend shall use all reasonable endeavours to resolve (via allocated buyers and suppliers dedicated telephone helplines, details of which have been or will be provided to You) any difficulties and queries that You may have in relation to Your use of the Software provided that Your system administrators have been trained on current and available functionality (“Latest Release”). All internal support related queries are to go via the internal System Administrators for resolve in the first instance, and all unlocking supplier enquiries are the responsibility of You to unlock. 9.2 Unless otherwise agreed by In-tend in writing, Support Services shall be provided only between the hours of 08:30 and 17:00 Mondays to Fridays excluding English statutory holidays. 9.4 In-tend shall not be obliged to accept requests for Support Services other than from the two support contacts nominated by You and whose details have previously been provided in writing to In-tend (the maximum number of such support contacts not to exceed the number indicated in Schedule 1). You must ensure that the nominated support contacts (System Administrators) have been fully trained in the use of the Software. In-tend reserve the right to insist on paid training of Your users where staff have not undertaken training and utilizing the Support Helpdesk for aspects of a training day nature.

Software and Support Services. 9.1 In-tend shall provide support services (“Support Services”) in respect of the Software in accordance with clauses 9 and 10 of this Agreement and In-tend’s tends’ “Software Support Policy”, set out in Schedule 3. In addition, In-In- tend shall use all reasonable endeavours to resolve (via allocated buyers and suppliers dedicated telephone helplines, details of which have been or will be provided to You) any difficulties and queries that You may have in relation to Your use of the Software provided that Your system administrators Super Users/System Administrators have been trained on current and available functionality (“Latest Release”). All internal support related queries are to go via the Your internal System Administrators for resolve in the first instance, and all unlocking unlocking/ procurement supplier enquiries are the responsibility of You to unlockYou. 9.2 Unless otherwise agreed by In-tend in writing, Support Services shall be provided only between the hours of 08:30 and 17:00 Mondays to Fridays excluding English statutory holidays. 9.4 9.3 In-tend shall not be obliged to accept requests for Support Services other than from the two support contacts nominated by You and whose details have previously been provided in writing to In-tend (the maximum number of such support contacts not to exceed the number indicated in Schedule 1, unless otherwise agreed in writing). You must ensure that the nominated support contacts (System Administrators) have been fully trained in the use of the SoftwareSoftware / module (within the last 2 years or trained in latest functionality). In-tend reserve the right to insist on paid training of Your users where staff have not undertaken recent and/or appropriate training and utilizing are utilising the Support Helpdesk for aspects of a training day nature.