Software Maintenance and Support Services. In consideration of Fees, Contractor shall make available to Client for each Scout system covered by this Contract the following services during the Term, which are further described in Appendix A attached hereto (the “Services”). a. All new feature version releases, patches and updates of standard software, which Contractor makes generally available (General Commercial Availability). b. Telephone support during support hours for consultation and problem resolution. Support hours are 8AM to 7PM EST, excluding Contractor holidays (as set forth in Appendix A), and telephone support shall be toll free in the United States and Canada. c. Telephone Critical Priority support for serious system problems outside of support hours (24x7x365). d. Secure access to an online client portal to access information resources for Contractor Products. e. Remote upgrade assistance. Optional on-site assistance is available at additional cost.
Appears in 2 contracts
Sources: Technology Services Agreement, Technology Services Agreement