Common use of Support Charges Clause in Contracts

Support Charges. Any support to be provided by CORE BTS, INC. under Section 1.2 of this Agreement will be performed on business days between the hours of 6:00 a.m. to 6:00 p.m. Pacific Time, at no additional cost. Any support services requested by Customer which requires either (a) on-site assistance by CORE BTS, INC. personnel or (b) escalation to Microsoft will be billed to Customer at an hourly rate of $295.00, EXCEPT “P1” support issues related to (a) a defect or outage causing the software or product to be unusable, and/or (b) the unavailability of a major function, for which CORE BTS, INC. is unable to determine an acceptable bypass/ workaround; in such cases, CORE BTS, INC. shall also render support services to Customer at no additional cost.