Common use of Support Levels and Payment for Perpetual Licences Clause in Contracts

Support Levels and Payment for Perpetual Licences. Customers purchasing Licensed Solutions un- der a perpetual license have the option to purchase Premier, Standard, or Basic Support Services. The fees as provided on the applicable Order or on AvePoint’s in- voice to Customer are payable prior to the commence- ment of any services hereunder. Where an annual pay- ment for multi-year Support Terms has been agreed between the Parties, AvePoint, within its reasonable dis- cretion, shall invoice Customer approximately forty-five Support Service Response Times. Support, E- mail, and web support ticket response times shall be based on Issue Severity Level, as defined in the Support Ticket Response Times table below. Such Issue Severity Level shall be assigned by AvePoint at the time of receipt of such e-mail or web support ticket request from Cus- tomer per the Issue Description guidelines given in the table below at AvePoint’s sole discretion. AvePoint shall make all commercially reasonable efforts to respond to such support requests within the given Response Time. SUPPORT RESPONSE TIMES