Subscription and Support. a) For each Program license with Subscription and Support in effect, IBM will: (i) make available to you and authorize you to upgrade to the most current commercially available version, release, or update, should any be made available; (ii) provide you with assistance for your code related questions; and (iii) provide assistance via telephone and, if available, electronic access, only to your technical support personnel during the normal business hours (published prime shift hours) of your IBM support center. (This assistance is not available to your Customers). IBM provides Severity 1 assistance 24 hours a day, every day of the year. The IBM support specified in the paragraph above may not be available for down-level versions or releases of Programs. b) Subscription and Support does not include assistance for: (i) the design and development of applications; (ii) the use of Programs in other than their specified operating environment; or (iii) failures caused by products for which IBM is not responsible under this Agreement. c) IBM will provide 12-months notice prior to withdrawing Subscription and Support for a Program. If IBM withdraws Subscription and Support for a particular Program, you understand that IBM will not make Subscription and Support Renewal available for that Program. d) While Subscription and Support is in effect for a Program license, you agree to provide to your Customers updates to the Programs as such updates are made available to you by IBM. e) You must provide all support for the Value-Add Components. The following specifies each party’s support responsibilities regarding the Programs: For all Programs you distribute, you or your distributors will provide Level 1 and Level 2 Support to Customers. For Program licenses covered under Subscription and Support, IBM will provide the support to you as described in this section, which includes assistance for Level 2 Support, if it has been identified during Level 1 Support that the problem is with the Program. You agree to be the interface to Customers for this support. For Program licenses not covered under Subscription and Support, IBM will only provide you access to IBM databases containing information on known Program defects, defect corrections, restrictions, and bypasses for the unmodified portion of Programs. IBM will maintain this information for a minimum of one year after you acquire the Program. You agree to be the interface to Customers for this service. Consult the IBM Software Support Handbook for further information at: “▇▇▇▇://▇▇▇▇▇.▇▇▇▇▇▇▇▇.▇▇▇.▇▇▇/webapp/set2/sas/f/handbook/home.html” Level 1 Support means taking the first support call from a Customer and fulfilling the following steps: (i) Qualify incoming calls: Determine if the request is for a new or existing case. Assign a priority to a new case (priority one through priority four). For existing cases, obtain case information. (ii) Characterize the problem and environment: Gather information about the case and determine if the Program causes the problem. Completely define and describe the problem. Identify ways to understand the problem’s behavior. Document the characterization information. Analyze problem symptom(s), attempt to find root cause when appropriate and describe the result of such attempts. Determine if the problem is a known Program problem by accessing IBM online support resources. (iii) If it is determined to be a Program problem, contact IBM technical support. For new cases, open a case and select a priority. For existing cases, state the case number. Provide the case information you have gathered to the support engineer. Level 2 Support means the service provided to analyze or repeat the error, or to determine that the error is not repeatable. This service also includes in-depth technical analysis.
Appears in 2 contracts
Sources: Asl Transaction Document (Lawson Software, Inc.), Asl Transaction Document (Lawson Software, Inc.)
Subscription and Support. a) For each Program license with Subscription and Support in effect, IBM will:
(i) make available to you and authorize you to upgrade to the most current commercially available version, release, or update, should any be made available;
(ii) provide you with assistance for your code related questions; and
(iii) provide assistance via telephone and, if available, electronic access, only to your technical support personnel during the normal business hours (published prime shift hours) of your IBM support center. (This assistance is not available to your Customers). IBM provides Severity 1 assistance 24 hours a day, every day of the year. The IBM support specified in the paragraph above may not be available for down-level versions or releases of Programs.
b) Subscription and Support does not include assistance for:
(i) the design and development of applications;
(ii) the use of Programs in other than their specified operating environment; or
(iii) failures caused by products for which IBM is not responsible under this Agreement.
c) IBM will provide 12-months notice prior to withdrawing Subscription and Support for a Program. If IBM withdraws Subscription and Support for a particular Program, you understand that IBM will not make Subscription and Support Renewal available for that Program.
d) While Subscription and Support is in effect for a Program license, you agree to provide to your Customers updates to the Programs as such updates are made available to you by IBM.
e) You must provide all support for the Value-Add ComponentsComponent(s). The following specifies each party’s support responsibilities regarding the Programs: For all Programs you distribute, you or your distributors will provide Level 1 and Level 2 Support to Customers. For Program licenses covered under Subscription and Support, IBM will provide the support to you as described in this section, which includes assistance for Level 2 Support, if it has been identified during Level 1 Support that the problem is with the Program. You agree to be the interface to Customers for this support. For Program licenses not covered under Subscription and Support, IBM will only provide you access to IBM databases containing information on known Program defects, defect corrections, restrictions, and bypasses for the unmodified portion of Programs. IBM will maintain this information for a minimum of one year after you acquire the Program. You agree to be the interface to Customers for this service. Consult the IBM Software Support Handbook for further information at: “▇▇▇▇://▇▇▇▇▇.▇▇▇▇▇▇▇▇.▇▇▇.▇▇▇/webapp/set2/sas/f/handbook/home.html”
Level 1 Support means taking the first support call from a Customer and fulfilling the following steps:
(i) Qualify incoming calls: Determine if the request is for a new or existing case. Assign a priority to a new case (priority one through priority four). For existing cases, obtain case information.
(ii) Characterize the problem and environment: Gather information about the case and determine if the Program causes the problem. Completely define and describe the problem. Identify ways to understand the problem’s behavior. Document the characterization information. Analyze problem symptom(s), attempt to find root cause when appropriate and describe the result of such attempts. Determine if the problem is a known Program problem by accessing IBM online support resources.
(iii) If it is determined to be a Program problem, contact IBM technical support. For new cases, open a case and select a priority. For existing cases, state the case number. Provide the case information you have gathered to the support engineer.
Level 2 Support means the service provided to analyze or repeat the error, or to determine that the error is not repeatable. This service also includes in-depth technical analysis.
Appears in 1 contract
Sources: Application Specific License Transaction Document (Lawson Software, Inc.)