Software Support Service Clause Samples
The Software Support Service clause defines the obligations and scope of support that a provider must deliver for software products. Typically, this includes details such as response times for technical issues, the types of support available (like phone, email, or online ticketing), and the hours during which support is offered. By clearly outlining these terms, the clause ensures that users know what assistance they can expect and helps prevent disputes over the level or timeliness of support provided.
Software Support Service. Shall consist of the following:
a. Services to be Provided. First level support and on-call availability to resolve operational problems and general system maintenance if already covered by existing software and hard- ▇▇▇▇ warranties, provided that the session is not the result of the Customer violating any of the provisions of Section II(3).
Software Support Service. Support service is provided by an electronic service desk system provided by TRANSWARE. TRANSWARE grants user accounts to Customer´s support personnel to access the service desk (authorized service desk users). Customer´s support service will use electronic forms of the service desk to describe issues with the software. The service desk is the central media for the communication. Customer´s support personnel ensures communication with end users (First-level-support). The maintenance fee comprises a limited number of service desk accounts depending on the customer´s license count. The count of tickets in the service desk is not limited. The service desk is available round-the-clock. Incoming reports are processed during office hours, Monday – Friday 9-12 AM and 1-5 PM CET/CEST except on statutory and local public holidays at the headquarters of TRANSWARE. Enquiries relating to the use of the software will be answered where possible within the scope of the Support Service. These enquiries are limited to the direct software functions; in particular, the Support Service does not include any advice on suitability or training for certain environments or certain purposes. User specific configurations, customizations or amendments are not covered by support service but have to be agreed upon as separate professional services. Each new service desk notification of a customer initiates a trouble-ticket with unique identification. All communication relating to this ticket will be recorded and retrievable by the ticket number. Depending on the qualification of the customer's note, TRANSWARE will decide upon action and means to resolve the ticket according to the following incident resolution table:
Software Support Service. The Contractor shall provide support services for all the software under this Contract including operating system.
Software Support Service. CUSTOMER´s support personnel ensures communication with end users (first-level-support). Second- and third- level support service is provided by an electronic service desk system provided by TRANSWARE. TRANSWARE grants user accounts to CUSTOMER´s first-level-support personnel to access the service desk (“authorized service desk users”). CUSTOMER´s support service will use electronic forms of the service desk to describe issues with the software. The service desk is the central media for the communication. The maintenance fee comprises a limited number of service desk accounts corresponding to the CUSTOMER´s LICENSE count. The count of tickets in the service desk related to a CUSTOMER´s LICENSE is not limited. The service desk is available 24/7. Incoming reports are processed during office hours, Monday – Friday 9-12 AM and 1-5 PM CET/CEST except on statutory and local public holidays at the headquarters of TRANSWARE. Enquiries relating to the use of the SOFTWARE will be answered where possible within the scope of the Support Service. These enquiries are limited to the direct SOFTWARE functions; in particular, the Support Service does not include any advice on suitability or training for certain environments or certain purposes. User specific configurations, customizations or amendments are not covered by support service but have to be agreed upon as separate professional services. Each new service desk notification of a CUSTOMER initiates a trouble-ticket with unique identification. All communication relating to this ticket will be recorded and retrievable by the ticket number. Depending on the qualification of the CUSTOMER's note, TRANSWARE will decide upon action and means to resolve the ticket according to the following incident resolution table: 1 SEVERE: Incident causing inoperative SOFTWARE or preventing use of major SOFTWARE functions Acknowledgment Less than 2 hours Incident analysis Within 24 hours Patch, temporary fix Continuous efforts until resolved Final fix Continuous efforts until resolved Communications Continuously through Business Hours
Software Support Service. 3.1 ETL shall provide Software Support Service in respect of the Eurolink Software pursuant to Section 2 of this Agreement.
3.2 For the avoidance of doubt either party may terminate the Software Support Service in accordance with the terms and conditions of this Agreement but such termination shall not affect the operation of the Software License and The Clients shall be free to continue to use the Eurolink Software following such termination but without any right or entitlement to Software Support Services and/or Approved Version Upgrades or Service Packs.
Software Support Service. When responding to a hardware or software service call, Egenera shall meet the following service level requirements ("SLR") for systems installed in production environments. QA Systems will be services at Severity Level 3 response time (as defined below). BUSINESS HOURS: 8am to 8pm Eastern time Monday to Friday excluding NYSE holidays SEVERITY LEVEL 1: TOTAL SYSTEM FAILURE AND CRITICAL SITUATION AS REASONABLY DETERMINED BY CUSTOMER.
Software Support Service. 9.1 Software Support business hours:
Software Support Service. 3.1 During Normal Working Hours, ITS shall respond to any Fault which is reported to it via the telephone (details of which shall be provided to the Customer from time to time), within five (5) Working Hours.
3.2 The response time set out in condition 3.1 is not the time to be taken to correct the Fault, rather it is the time scale in which ITS shall provide an initial response to the Customer. ITS shall use its reasonable endeavours to deal with any Fault as quickly as possible thereafter, but without any guarantee of the time scale in which the Fault will be corrected.
Software Support Service. During the term of this Agreement and, provided that Developer is in compliance with the terms hereof, Company shall provide to Developer such support services as Company deems reasonably necessary to cause the Computer System to operate in accordance with the standards for the software specified from time to time by Company.