Common use of Support Charges Clause in Contracts

Support Charges. Any front-end, telephone-based support to be provided by ▇▇▇▇ under Section 1.2 of this Agreement will be available to Customer on business days between the hours of 9:00 a.m. to 6:00 p.m. Pacific Time, at no additional cost. Any support services requested by Customer which require hands-on assistance from ▇▇▇▇ personnel, and/or technical details which require escalation of the issue(s) by ▇▇▇▇ to Google, will be billed to Customer at an hourly rate of $295.00, except support required to resolve Customer’s “P1” issues (defined as any defect or outage causing the software or product to be unusable, and/or the unavailability of a major functions, for which ▇▇▇▇ is unable to determine an acceptable bypass or work-around), for which ▇▇▇▇’▇ support services shall also be rendered anytime at no additional cost.

Support Charges. Any front-end, telephone-based support to be provided by ▇▇▇▇ under Section 1.2 of this Agreement will be available to Customer on business days between the hours of 9:00 6:00 a.m. to 6:00 p.m. Pacific Time, at no additional cost. Any support services requested by Customer outside these hours, or which require handsrequires either (a) on-on site assistance from ▇▇▇▇ personnel, and/or technical details which require escalation of the issue(s) by ▇▇▇▇ personnel or (b) escalation to Google, Google will be billed to Customer at an hourly rate of $295.00, except after-hours support required to resolve Customer’s “P1” issues (defined as any defect or outage causing the software or product to be unusable, and/or the unavailability of a major functions, for which ▇▇▇▇ is unable to determine an acceptable bypass or work-around), for which ▇▇▇▇’▇ support services shall also be rendered anytime at no additional cost.