Common use of Support and Services Clause in Contracts

Support and Services. 7.1. In consideration of the Customer making payment of the Licence and Support Fee and the performance by the Customer of all other obligations pursuant to this Agreement, the Supplier agrees to provide the Support in accordance with the terms of this Agreement. 7.2. Maintenance Releases or details of such releases may be issued at the Supplier’s discretion. 7.3. Support covers assistance in relation to operational errors that make the agreed product set unusable when operated in conformity with the training provided, any online user instructions in the help function in respect of the product or any Documentation (as the case may be). Such errors shall be notified by the Customer to the Supplier’s customer support department in writing. The Supplier will use reasonable endeavours to attempt to correct errors or assist the Customer to avoid errors or, at the Supplier’s sole option, pursue other means toward a mutually satisfactory solution. 7.4. The Support will be provided during the hours of 9.00am to 5.30pm Monday to Friday, excluding UK public holidays and where applicable any Republic of Ireland or Northern Ireland public holidays and any other date where the Supplier’s business is closed, details of which will be published on the Website. 7.5. The provision of any Support outside the Standard Support Hours is at the Supplier’s sole discretion. Charges in respect of all time spent in providing any Support outside the Standard Support Hours will be invoiced to the Customer at the Supplier’s discretion at its then current rates. 7.6. The Supplier will use reasonable endeavours to provide the Support promptly having regard to the availability of personnel, necessary supplies and facilities. 7.7. If the Customer make unreasonable, excessive or inappropriate use of the Support, then the Supplier may at its sole discretion either suspend the Support or charge additional charges in respect of time spent supplying such Support at the then current rates. 7.8. The Support is provided to the Customer as part of the supply of the Licenced Materials. Where the Licenced Materials are supplied by a Reseller, the Reseller will provide the Support in respect of the Software in accordance with and subject to this Agreement, unless specified otherwise in the Services Agreement or other written notification by the Supplier or a Reseller to the Customer. 7.9. The Supplier will perform the Services and produce any Deliverables in consideration of the Charges. 7.10. All Deliverables will be produced based on the data, information and explanations supplied by the Customer. All other information that the Supplier provides shall be supplied in good faith based on information provided by the Customer. The Supplier does not warrant or guarantee the accuracy or completeness of any information provided by the Customer or any third party. The Supplier does not verify the accuracy or completeness of information that the Supplier receives from the Customer or any third parties. 7.11. Any Deliverables will be produced for the Customer for exclusive use within the Customer’s business and not for the benefit of any third party. The Customer is not permitted to disclose the Deliverables to any third party. 7.12. The Supplier shall not be obliged to provide any Services or produce any Deliverables which are not described in the Services Agreement. 7.13. The Supplier shall only be obliged to provide the Services during the Standard Support Hours unless otherwise agreed in writing between the parties. 7.14. The Supplier shall use reasonable endeavours to provide the Services in accordance with the Services Agreement. 7.15. The provision of any Services outside the Standard Support Hours may be provided at the Supplier’s sole discretion and all time spent supplying any Services outside these hours will be charged at the rates as specified on the Website from time to time.

Support and Services. 7.1. In consideration of the Customer making payment of the Licence and Support Fee and the performance by the Customer of all other obligations pursuant to this Agreement, the Supplier agrees to provide the Support in accordance with the terms of this Agreement. 7.2. Maintenance Releases or details of such releases may be issued at the Supplier’s discretion. 7.3. Support covers assistance in relation to operational errors that make the agreed product program set unusable when operated in conformity with the training provided, any online user instructions in the help function in respect of the product program or any Documentation (as the case may be). Such errors shall be notified by the Customer to the Supplier’s customer support department in writing. The Supplier will use reasonable endeavours to attempt to correct errors or assist the Customer to avoid errors or, at the Supplier’s sole option, pursue other means toward a mutually satisfactory solution. 7.4. The Support will be provided during the hours of 9.00am to 5.30pm Monday to Friday, excluding UK public holidays and where applicable any Republic of Ireland or Northern Ireland public holidays and any other date where the Supplier’s business is closed, details of which will be published on the Website. 7.5. The provision of any Support outside the Standard Support Hours is at the Supplier’s sole discretion. Charges in respect of all time spent in providing any Support outside the Standard Support Hours will be invoiced to the Customer at the Supplier’s discretion at its then current rates. 7.6. The Supplier will use reasonable endeavours to provide the Support promptly having regard to the availability of personnel, necessary supplies and facilities. 7.7. If the Customer make unreasonable, excessive or inappropriate use of the Support, then the Supplier may at its sole discretion either suspend the Support or charge additional charges in respect of time spent supplying such Support at the then current rates. 7.8. The Support is provided to the Customer as part of the supply of the Licenced Materials. Where the Licenced Materials are supplied by a Reseller, the Reseller will provide the Support in respect of the Software in accordance with and subject to this Agreement, unless specified otherwise in the Services Agreement or other written notification by the Supplier or a Reseller to the Customer. 7.9. The Supplier will perform the Services and produce any Deliverables in consideration of the Charges. 7.10. All Deliverables will be produced based on the data, information and explanations supplied by the Customer. All other information that the Supplier provides shall be supplied in good faith based on information provided by the Customer. The Supplier does not warrant or guarantee the accuracy or completeness of any information provided by the Customer or any third party. The Supplier does not to verify the accuracy or completeness of information that the Supplier receives from the Customer or any third parties. 7.11. Any Deliverables will be produced for the Customer for exclusive use within the Customer’s business and not for the benefit of any third party. The Customer is not permitted to disclose the Deliverables to any third party. 7.12. The Supplier shall not be obliged to provide any Services or produce any Deliverables which are not described in the Services Agreement. 7.13. The Supplier shall only be obliged to provide the Services during the Standard Support Hours unless otherwise agreed in writing between the parties. 7.14. The Supplier shall use reasonable endeavours to provide the Services in accordance with the Services Agreement. 7.15. The provision of any Services outside the Standard Support Hours may be provided at the Supplier’s sole discretion and all time spent supplying any Services outside these hours will be charged at the rates as specified on the Website from time to time.

Support and Services. 7.1. In consideration of the Customer making payment of the Licence and Support Fee and the performance by the Customer of all other obligations pursuant to this Agreement, the Supplier agrees to provide the Support in accordance with the terms of this Agreement. 7.2. Maintenance Releases or details of such releases may be issued at the Supplier’s discretion. 7.3. Support covers assistance in relation to operational errors that make the agreed product set unusable when operated in conformity with the training provided, any online user instructions in the help function in respect of the product or any Documentation (as the case may be). Such errors shall be notified by the Customer to the Supplier’s customer support department in writing. The Supplier will use reasonable endeavours to attempt to correct errors or assist the Customer to avoid errors or, at the Supplier’s sole option, pursue other means toward a mutually satisfactory solution. 7.4. The Support will be provided during the hours of 9.00am to 5.30pm Monday to Friday, excluding UK public holidays and where applicable any Republic of Ireland or Northern Ireland Scotland public holidays and any other date where the Supplier’s business is closed, details of which will be published on the Website. 7.5. The provision of any Support outside the Standard Support Hours is at the Supplier’s sole discretion. Charges in respect of all time spent in providing any Support outside the Standard Support Hours will be invoiced to the Customer at the Supplier’s discretion at its then current rates. 7.6. The Supplier will use reasonable endeavours to provide the Support promptly having regard to the availability of personnel, necessary supplies and facilities. 7.7. If the Customer make unreasonable, excessive or inappropriate use of the Support, then the Supplier may at its sole discretion either suspend the Support or charge additional charges in respect of time spent supplying such Support at the then current rates. 7.8. The Support is provided to the Customer as part of the supply of the Licenced Materials. Where the Licenced Materials are supplied by a Reseller, the Reseller will provide the Support in respect of the Software in accordance with and subject to this Agreement, unless specified otherwise in the Services Agreement or other written notification by the Supplier or a Reseller to the Customer. 7.9. The Supplier will perform the Services and produce any Deliverables in consideration of the Charges. 7.10. All Deliverables will be produced based on the data, information and explanations supplied by the Customer. All other information that the Supplier provides shall be supplied in good faith based on information provided by the Customer. The Supplier does not warrant or guarantee the accuracy or completeness of any information provided by the Customer Custo mer or any third party. The Supplier does not verify the accuracy or completeness of information that the Supplier receives from the Customer or any third parties. 7.11. Any Deliverables will be produced for the Customer for exclusive use within the Customer’s business and not for the benefit of any third party. The Customer is not permitted to disclose the Deliverables to any third party. 7.12. The Supplier shall not be obliged to provide any Services or produce any Deliverables which are not described in the Services Agreement. 7.13. The Supplier shall only be obliged to provide the Services during the Standard Support Hours unless otherwise agreed in writing between the parties. 7.14. The Supplier shall use reasonable endeavours to provide the Services in accordance with the Services Agreement. 7.15. The provision of any Services outside the Standard Support Hours may be provided at the Supplier’s sole discretion and all time spent supplying any Services outside these hours will be charged at the rates as specified on the Website from time to time.

Support and Services. 7.1. In consideration of the Customer making payment of the Licence and Support Fee and the performance by the Customer of all other obligations pursuant to this Agreement, the Supplier agrees to provide the Support in accordance with the terms of this Agreement. 7.2. Maintenance Releases or details of such releases may be issued at the Supplier’s discretion. 7.3. Support covers assistance in relation to operational errors that make the agreed product set unusable when operated in conformity with the training provided, any online user instructions in the help function in respect of the product or any Documentation (as the case may be). Such errors shall be notified by the Customer to the Supplier’s customer support department in writing. The Supplier will use reasonable endeavours to attempt to correct errors or assist the Customer to avoid errors or, at the Supplier’s sole option, pursue other means toward a mutually satisfactory solution. 7.4. The Support will be provided during the hours of 9.00am to 5.30pm Monday to Friday, excluding UK public holidays and where applicable any Republic of Ireland or Northern Ireland Scotland public holidays and any other date where the Supplier’s business is closed, details of which will be published on the Website. 7.5. The provision of any Support outside the Standard Support Hours is at the Supplier’s sole discretion. Charges in respect of all time spent in providing any Support outside the Standard Support Hours will be invoiced to the Customer at the Supplier’s discretion at its then current rates. 7.6. The Supplier will use reasonable endeavours to provide the Support promptly having regard to the availability of personnel, necessary supplies and facilities. 7.7. If the Customer make unreasonable, excessive or inappropriate use of the Support, then the Supplier may at its sole discretion either suspend the Support or charge additional charges in respect of time spent supplying such Support at the then current rates. 7.8. The Support is provided to the Customer as part of the supply of the Licenced Materials. Where the Licenced Materials are supplied by a Reseller, the Reseller will provide the Support in respect of the Software in accordance with and subject to this Agreement, unless specified otherwise in the Services Agreement or other written notification by the Supplier or a Reseller to the Customer. 7.9. The Supplier will perform the Services and produce any Deliverables in consideration of the Charges. 7.10. All Deliverables will be produced based on the data, information and explanations supplied by the Customer. All other information that the Supplier provides shall be supplied in good faith based on information provided by the Customer. The Supplier does not warrant or guarantee the accuracy or completeness of any information provided by the Customer or any third party. The Supplier does not verify the accuracy or completeness of information that the Supplier receives from the Customer or any third parties. 7.11. Any Deliverables will be produced for the Customer for exclusive use within the Customer’s business and not for the benefit of any third party. The Customer is not permitted to disclose the Deliverables to any third party. 7.12. The Supplier shall not be obliged to provide any Services or produce any Deliverables which are not described in the Services Agreement. 7.13. The Supplier shall only be obliged to provide the Services during the Standard Support Hours unless otherwise agreed in writing between the parties. 7.14. The Supplier shall use reasonable endeavours to provide the Services in accordance with the Services Agreement. 7.15. The provision of any Services outside the Standard Support Hours may be provided at the Supplier’s sole discretion and all time spent supplying any Services outside these hours will be charged at the rates as specified on the Website from time to time.