Support and Maintenance Services Clause Samples
The Support and Maintenance Services clause defines the obligations of a service provider to offer ongoing technical assistance and updates for a product or system. Typically, this clause outlines the scope of support, such as help desk availability, response times, and the types of maintenance covered, including bug fixes, security patches, and software updates. Its core function is to ensure that the client receives continued operational reliability and timely resolution of issues, thereby minimizing downtime and maintaining the effectiveness of the product or service.
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Support and Maintenance Services. Supplier will provide maintenance and support services in accordance with the provisions set forth in the Service Level Agreement, attached as Schedule B to this Agreement (the “Support Service Level Requirement”).
Support and Maintenance Services. Information about Teradici’s support and maintenance for the Licensed Product may be found at ▇▇▇▇▇://▇▇▇▇.▇▇▇▇▇▇▇▇.▇▇▇.
Support and Maintenance Services. Supplier will provide maintenance and support services for the Services (collectively, “Software Support Services”) in accordance with the provisions of this Section 3. The Software Support Services are included in the Services, and Supplier may not assess any additional fees, costs or charges for such Software Support Services.
Support and Maintenance Services. County shall maintain and support the CLEMIS Applications. The CLEMIS Fee includes the costs for support and maintenance services for the CLEMIS Applications and other services provided by the CLEMIS Division, unless otherwise indicated on Addendum A. When providing support and maintenance services for CLEMIS, County has the authority to prioritize its resources, including, but not limited to, the order in which calls for support or maintenance will be resolved and allocation of time of its employees, agents, subcontractors, and equipment.
Support and Maintenance Services. Ventiv will provide the customer support and maintenance services described in Section 9 (“Customer Support Services” or “Support”).
Support and Maintenance Services. 2.1 Smarsh uses tools to provide server, network, and application diagnostic monitoring of the technical infrastructure that delivers the Services.
2.2 Client may find online support resources and FAQ’s here: ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇.▇▇▇. With the exception of Severity Level 1 issues, Client must report issues regarding availability or performance of the Services by submitting a support case at ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇.▇▇▇. Support requests must include a detailed description of the error or request, including the operating conditions that gave rise to the error. The individual reporting a support incident will receive an auto-reply notification via email to confirm receipt of a Support request, along with a case number for reference. Client may also submit a support request by phone at 866-SMARSH-1. Smarsh standard phone support is available Monday through Friday between the hours of 7 am and 12 am Eastern (excluding United States Federal Holidays). Off-hours phone support is available 24 hours per day, 365 days per year for Severity Level 1 or 2 issues. All Severity Level 1 issues must be reported by phone. Smarsh may limit the right to submit support requests to a single or maximum number of Authorized Users.
2.3 Upon receiving a support request, Smarsh will use commercially reasonable efforts to respond to Client’s request within the mean response time indicated below for the corresponding severity level and address and/or fix errors to the Services reported by Client that are within the control of Smarsh, based on the following resolution process: 1 Issue impacts multiple users: Service is down, or major functionality is unavailable or materially impacted by performance issues, and no workaround is available. 15 minutes (Client must call by phone) Smarsh will investigate the issue and will work continuously until error is fixed or temporary workaround is implemented.
Support and Maintenance Services. If you have acquired a Perpetual License and separate Support and Maintenance Services or if you have acquired a Subscription License, the following terms apply.
Support and Maintenance Services. The Order Form may specify that Customer is ordering either basic or extended levels of support. Subject to the payment of applicable support fees, Good will support and maintain the Good Platform and the Software pursuant to the Good Support and Maintenance Terms found at ▇▇▇.▇▇▇▇.▇▇▇/▇▇▇▇▇▇▇/▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇. For the avoidance of doubt, if Customer does not order at least basic support and/or is not current on support fee payments, Good has no obligation whatsoever to provide support, maintenance, correct software defects (subject to the Limited Warranty below), or provide future versions or upgrades to the Good Platform or any component of Software. To the extent provided to Customer pursuant to the Support and Maintenance Terms, the term “Software” used herein shall include, after the date of delivery by Good, any upgrades, updates, bug fixes or modified versions, related documentation and backup copies of the Software licensed or provided to Customer by Good directly or indirectly pursuant to the Support and Maintenance Terms.
Support and Maintenance Services. Wazuh will make commercially reasonable eorts to provide the following during the applicable Subscription Term in accordance with this SLA:
Support and Maintenance Services. Licensee agrees to procure the services of maintenance and support of the Software, only from the Licensor on such terms and conditions as mentioned in the Service Level Terms [Insert the link of Service Level Terms] . Licensor may also provide additional services pertaining to the Software to Licensee, as per the terms and conditions agreed in the applicable Order to be executed between the Parties. The Licensee understands and acknowledges that the Licensor shall cease to provide maintenance and support services for the Software upon a particular version’s “end of life” on a 3 months’ prior written notice by Licensor to the Licensee.