Software Support and Maintenance Agreement Clause Samples

A Software Support and Maintenance Agreement outlines the terms under which a provider will deliver ongoing technical support and updates for a specific software product. Typically, this clause details the scope of support services, such as troubleshooting, bug fixes, and regular software updates, and may specify response times or service levels. Its core function is to ensure that users receive continued assistance and improvements, thereby minimizing software downtime and maintaining optimal performance.
Software Support and Maintenance Agreement. This Software Support and Maintenance Agreement is between PerfectForms, whose principal place of business is at ▇▇▇▇ ▇▇▇▇▇▇▇▇ ▇▇., ▇▇▇▇▇ ▇▇▇, ▇▇▇▇▇▇▇▇, ▇▇ ▇▇▇▇▇ and the LICENSEE, and is in consideration of the payment by the LICENSEE of the applicable fees. PerfectForms agrees to provide to the LICENSEE services per the terms and conditions set out in clauses 1 to 11 attached and the schedules referred to therein.
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Software Support and Maintenance Agreement. Contemporaneously with the execution and delivery of this Agreement, the Parties will enter into a separate software support and maintenance agreement (the “Software Support and Maintenance Agreement”) substantially in the form of Exhibit G, which sets forth the scope of support and maintenance services that Symbotic shall provide to Customer in connection with the Symbotic System Software (the “Software Maintenance Services”).
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Software Support and Maintenance Agreement. This policy defines the service that Apex Business Software (“Apex”) provides to customers who enroll in the maintenance and support agreement (“Agreement”). When a capitalized term is used in this policy and not defined, it has the same meaning as in Apex's End-User License Agreement (“▇▇▇▇”). Upon entering the Agreement, you are entitled to designate up to five licensee support contacts who are then entitled to phone support for Apex software products. Under the agreement, all users receive automatic updates, free upgrades, and e-mail support. ▇▇▇▇://▇▇▇▇▇▇▇▇▇▇▇.▇▇▇/updateHistory.aspx lists recently released auto- updates. Under the Agreement, your five designated licensee support contacts are entitled to: • Phone support during Apex's support hours, which are 9 AM to 5 PM EST M-F. The technical support and information relates to Software installation, use, configuration, maintenance, bug fixes and troubleshooting. • Guaranteed initial response to support requests within 1 business day of requests received during support hours. • Active management with problem prioritization and efficient incident resolution. All open and unresolved support requests will be prioritized as High Priority (the Software is not functioning at all and no workaround is available), Medium Priority (the Software is functioning; however, the Software operation is impaired, degraded, or not fully functional), or Low Priority (the Software is fully functioning but additional information or assistance is requested). Apex technical support will address all incidents in order of priority, and send timely communication about progress toward incident resolution to customer's designated support representative until all incidents have been closed, including daily status report on all open requests. • Updates to the Software and documentation that accommodate changes in Family/Medical Leave law, feature enhancements, clarified use cases, and bug fixes. • Remote support for interfacing Apex software with existing payroll systems. • Remote support for installing and updating purchased Web self-service products. Under the Agreement, Apex creates and tweaks interfaces to support copying data from/to third-party HR, payroll, and time tracking systems. Apex also provides support for automating data imports/exports. The customer is solely responsible for providing export files from third-party systems, obtaining import definitions from third-party systems, automating the creation of export files f...
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Related to Software Support and Maintenance Agreement

  • Support and Maintenance Services Information about Teradici’s support and maintenance for the Licensed Product may be found at ▇▇▇▇▇://▇▇▇▇.▇▇▇▇▇▇▇▇.▇▇▇.

  • Support and Maintenance Where Licensee purchases support and/or maintenance services, Licensee’s initial support and/or maintenance term will begin upon delivery to Licensee of the Licensed Software and continue for one (1) year thereafter (or the length of the term if less than a year for any subscription/term license) unless otherwise specified in the applicable annual support and/or maintenance agreement, Product Order, or other written agreement executed between Licensor and Licensee. Where Licensee purchases support and/or maintenance for any Licensed Software, Licensee hereby agrees that it shall purchase such support and/or maintenance services for all of Licensee’s licensed units of such Licensed Software product. Support and/or maintenance services provided by Licensor will be subject to Licensor’s then current applicable standard annual support and/or maintenance agreement unless otherwise agreed by the parties in writing.

  • Maintenance Agreement The parties will abide by the terms of the Maintenance Agreement including the capacity to dispute the classification in accordance with the Maintenance Agreement (Information Appendix C).

  • Software Support During the Term, Seller shall use commercially reasonable efforts to provide all Software updates and qualified Software upgrades in accordance with the terms of the Service Contract as such materials become commercially available for distribution. Purchaser’s use of all Software, updates, and upgrades of Software shall be subject to this Agreement, the Original Terms, and the applicable ▇▇▇▇.

  • Operation and Maintenance Manuals Receipts for transmittal of Operation and Maintenance Manuals, Brochures and Data to the Design Professional (or Commissioning Agent) as required by Section 6.1.1.5.