Common use of Support Efforts Clause in Contracts

Support Efforts. If a Customer is not available to assist the Support Team in the resolution of the issue, Nuix will not be responsible for adhering to the Response Time. At no time does Nuix guarantee a “fix” for any issue raised. a) Level of Effort: Nuix will use commercially reasonable efforts commensurate with the then applicable industry standards to provide the Support in a professional and workmanlike manner, but Nuix does not guarantee that every question or problem raised by Customer will be resolved. Notwithstanding Nuix’s support for Supported Prior Versions (as defined below), Nuix in its sole and absolute discretion may choose to correct certain bugs, security flaws, etc. only in the current release version of the Software; in those instances, Customer understands and acknowledges that it assumes the risk of not updating to the current release version. b) Onsite Support. When, at Nuix’s discretion and following agreement from the Customer that on-site Support is required, Customer will reimburse Nuix for all related traveling expenses and costs for travel time, board and lodging with all professional service to be rendered at Nuix’s then current rates. c) Resolution Times and Service Level Credits. Nuix does not provide fixed resolution times and/or service level credits. Any request by Customer for fixed resolution times and/or service level credits, shall be considered by Nuix on a case by case basis pursuant to a separate addendum to this Support Agreement.