Common use of Software Support Service Clause in Contracts

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. Support service is provided by an electronic service desk system provided by TRANSWARETW. TRANSWARE TW grants user accounts to Customer´s support personnel to access the service desk (authorized service desk users). Customer´s support service will use contact the electronic forms of the service desk to describe by email in case of any issues with the software. The service desk is the central media for the communication. Customer´s support personnel ensures communication with end users (First-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 TW office hours, Monday – Friday 9-12 AM and 1-5 PM CET/CEST CET except on statutory and local public holidays at the headquarters of TRANSWARETW. 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 TW will decide upon action and means to resolve the ticket according to the following incident resolution table: