Common use of Support & Maintenance Clause in Contracts

Support & Maintenance. The Cloud Services include online support and phone support. Cisco will respond as set forth in the table below and may require information from You to resolve service issues. You agree to provide the information requested and understand that a delay in providing the information to Cisco may delay resolution and response time. Online Support allows access for support and troubleshooting via online tools, email and web case submission only. No telephone access is provided. Case severity or escalation guidelines are not applicable. Cisco will respond to a submitted case no later than the next business day during standard business hours. Phone Support provides Cisco Technical Assistance Center (TAC) access 24 hours per day, 7 days per week to assist by telephone, or web case submission and online tools with use and troubleshooting issues. Cisco will respond within one (1) hour for Severity 1 and 2 calls received. For Severity 3 and 4 calls, ▇▇▇▇▇ will respond no later than the next business day. You will also have access to ▇▇▇▇▇.▇▇▇, which provides helpful technical and general information about Cisco products, as well as access to Cisco's on-line knowledge base and forums. Please note that access restrictions identified by Cisco from time to time may apply. The below table outlines Cisco’s response objectives based on case severity. Cisco may adjust assigned case severity to align with the Severity definitions below. Software Support Service Technical Support Coverage Response Time Objective for Case Severity 1 or 2 Response Time Objective for Case Severity 3 or 4 Basic with Phone Support 24x7 via Phone & Web Response within 1 hour Response within next Business Day Basic with Online Support Web Response to all cases within next Business Day during Standard Business Hours The following definitions apply to this Section.

Support & Maintenance. The Cloud Services include online support and phone support. Cisco will respond as set forth in the table below and may require information from You you to resolve service issues. You agree to provide the information requested and understand that a delay in providing the information to Cisco may delay resolution and response time. Online Support allows access for support and troubleshooting via online tools, email and web case submission only. No telephone access is provided. Case severity or escalation guidelines are not applicable. Cisco will respond to a submitted case no later than the next business day during standard business hours. Phone Support provides Cisco Technical Assistance Center (TAC) access 24 hours per day, 7 days per week to assist by telephone, or web case submission and online tools with use and troubleshooting issues. Cisco will respond within one (1) hour for Severity 1 and 2 calls received. For Severity 3 and 4 calls, ▇▇▇▇▇ will respond no later than the next business day. You will also have access to ▇▇▇▇▇.▇▇▇, which provides helpful technical and general information about Cisco products, as well as access to Cisco's on-line knowledge base and forums. Please note that access restrictions identified by Cisco from time to time may apply. The below table outlines Cisco’s response objectives based on case severity. Cisco may adjust assigned case severity to align with the Severity definitions below. Software Support Service Technical Support Coverage Response Time Objective for Case Severity 1 or 2 Response Time Objective for Case Severity 3 or 4 Basic with Phone Support 24x7 via Phone & Web Response within 1 hour Response within next Business Day Basic with Online Support Web Response to all cases within next Business Day during Standard Business Hours The following definitions apply to this Section.