Support Service Clause Samples

Support Service. Upon Customer's request, Company will provide Customer with support during the Support Hours. Such support may be provided via telephone, facsimile, electronic mail or post and may consist of: 3.7.1. identification and verification of the causes of suspected errors or defects in the MaintainedReleases; 3.7.2. workarounds for such identified and verified errors or defects, where reasonably possible; 3.7.3. the completion of a fault report; and 3.7.4. the status of any fault report previously submitted by Customer that has not yet been resolved by Company pursuant to the Agreement.

Support Service. 3.1 Subject to full advance payments for the SUA Period as defined in Section 6, IAR will perform the Support as defined in this Section 3. 3.2 A Licensee using the latest release of a Product is entitled to Support under the terms and conditions of this SUA. Notwithstanding the foregoing, IAR will provide Support for a release of the Product that has been publically released by IAR Systems during the last six months. 3.3 Unless explicitly stated otherwise, IAR will not provide an Error Correction, if i) the Licensee is requesting such for an older version of the Product other than the most recently issued, or ii) the Error has been corrected in a later release. 3.4 Support includes Help desk advice, Error analysis, Error resolution, and updates to newer releases and versions as further described in this Section 3.4.

Support Service. 1. The Company shall provide to the customer who has made a user registration the following support services related to the Product free of charge for the support period, which is designated to each of the license. Support services shall be provided in English or Japanese: i. provision of upgrades including the adjustment to defects and the improvement of the Product; and ii. response to inquiries relating to the operation of the Product (including information of the known problems of the Product). iii. Several benefits during your support effective period (Contents of benefits are described on our website, and are subject to change without notice). 2. The Company shall discontinue to provide support and download of the Product three years after its release date of its first decimal place. 3. You shall promptly notify the Company upon any change to items of the user registration with respect to respective licenses for all the Products owned by you. 4. Our obligation related to the support services shall be limited to the reasonable efforts as provided for in paragraph 1 of this Article. The Company shall not be required to provide the support services to the following persons: i. a person who has not completed the user registration in accordance with the procedure set by the Company; ii. a person who has not notified us upon any change to items of the user registration as provided in the preceding paragraph; iii. a person whose user registration has been removed at the request of such person; iv. a person whose support effective period has expired; or v. a person who uses the Product without paying for license of the Product. 5. The Company may cease to render the support services without prior notice in any of the following events: i. when we need emergency maintenance of the computer system; ii. when we are unable to operate the computer system by reason of force majeure such as fire, electric power outage or interruption by any third party; iii. when we are unable to operate the computer system by reason of a natural disaster or the similar to this; and iv. when we deem it necessary to suspend the operation of the computer system due to emergencies other than above. 6. Notwithstanding anything provided in the preceding paragraph, the Company may cease to render the support services for the Product with one (1) year prior notice, and in such event the Company shall have no obligation to provide to you any support services related to such Product.

Support Service. Subject to and conditioned on the Customer’s and its Authorized Users' compliance with the terms and conditions of this Agreement, during the Term, Pearson shall use commercially reasonable efforts to provide to You and Your Authorized Users technical support (collectively, the "Services") in accordance with the time periods and terms and conditions hereof, including to host, manage, operate and maintain the Service Software for remote electronic access and use by the subscriber and its Authorized Users from 7 a.m. to 6 p.m. US, except for: (a) Scheduled Downtime; (b) Service downtime or degradation due to a Force Majeure Event; (c) any other circumstances beyond ▇▇▇▇▇▇▇'▇ reasonable control, including Customer or any Authorized User's use of Third Party Materials, misuse of the Services, or use of the Services other than in compliance with the express terms of this Agreement and the Specifications; and (d) any suspension or termination of Customer's or any Authorized Users' access to or use of the Services as permitted by this Agreement. Support information is as follows: US & Canada ▇-▇▇▇-▇▇▇-▇▇▇▇ (7 AM to 6 PM Central Standard Time) Technical Support E-mail: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇.▇▇▇ Technical Support URL: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇

Support Service. 5.1 In case that LICENSOR makes any bug-fix version of the Licensed Program during the twelve (12) month period after the delivery date of this Agreement, LICENSOR shall provide LICENSEE free of charge with such bug-fix version (“Support Service”). Such bug-fix version shall be considered as Licensed Program. 5.2 LICENSOR shall not warrant all of the bugs of the Licensed Program shall be fixed or corrected through the Support Service. 5.3 LICENSOR shall not provide LICENSEE with the Support Service in case that; (1) LICENSEE uses the Modified Program, (2) LICENSEE uses the Licensed Program on the Specified System whose function is changed (3) LICENSEE is granted by LICENSOR for use of the Licensed Program without any charge to LICENSEE, or (4) LICENSEE uses the Licensed Program in breach of this Agreement. 5.4 In case that LICENSEE is provided the bug-fix version of the Licensed Program under the Support Service, LICENSEE shall delete all the previous version of the Licensed Program in its possession and use the bug-fix version subject to the terms and conditions of this Agreement. 5.5 LICENSEE acknowledges and agrees that Support Service will be provided to LICENSEE only and shall not be provided to any third party, including, without limitation, the Subsidiaries and Subcontractors.

Support Service. REDCap usage is designed as a self-serve model. Users are responsible for their own training, project development, and testing of their own projects. Thus, we strongly encourage REDCap users to take full advantage of the free training materials and resources provided: • REDCap Training Videos • Clinical Research Centers REDCap webpage • UConn REDCap Knowledge Base and FAQ Wiki • Help & FAQ via the top of the main REDCap page, and explanatory text on the REDCap pages While we want to support our end users as much as possible, we have limits to the immediacy and type/amount of support we can provide. We implore users to try to resolve their issue(s) prior to requesting direct Administrator support. Once users have exhausted all the resources provided in the above sources, users may seek individualized support. However, please note that if your question(s) and/or needs are outside of our free support policy, additional fees may apply at an hourly rate of $75 (see Appendix A).

Support Service. If, during the Support Period, Licensee finds that that the Licensed Software does not conform to the written specifications in the Documentation (“non-Conformance”), Renesas will, at its option acting in its sole discretion, either repair the Licensed Software or provide an available replacement software for the Licensed Software during the Support Period, provided that all of the following conditions have been satisfied: (a) Licensee promptly notifies Renesas of any non- Conformance upon discovery of such non-Conformance (but in no event later than ten (10) days following the end of the Support Period); (b) Licensee provides sufficient information about any alleged non-Conformance to allow Renesas to determine the existence and cause of such alleged non- Conformance; and (c) Renesas determines that the alleged non-Conformance was not caused by misuse, abuse, vandalism, neglect, improper operation or installation, unauthorized modification or alteration, accident or damage due to causes not within the control of Renesas or its distributor, or equipment or other devices not provided to Licensee by Renesas or its distributor in its capacity as such. Without limiting Section 2.2, Renesas will have no obligations under this Section 6.1 for Licensed Software that Licensee has modified in any way. THIS SUPPORT SERVICE IS EXTENDED TO LICENSEE ONLY AND (WITHOUT LIMITING SECTION 2.2) IS NOT TRANSFERABLE TO SUBSEQUENT USERS OF THE PROGRAM. THIS SECTION 6.1 STATES LICENSEE’S SOLE AND EXCLUSIVE REMEDY FOR NON-CONFORMANCE, AND RENESAS WILL HAVE NO LIABILITY TO LICENSEE WITH RESPECT THERETO.

Support Service. The support services provided to the Client under this Contract include: • 24x7 automated and alert monitoring system of SmartFocus ’s platform • Unlimited telephone, email or portal support for any Incident as follows: • During Business Hours - in English and one other language if required (limited to French/ Spanish/ Cantonese, as agreed with Client) • Out of Business Hours – English only • Access to the SmartFocus Customer Portal via Online Help of the SmartFocus Software Services • Designated Technical Account Manager

Support Service. A group of services designed to identify and address any barriers to achieve stabilization for PARTICIPANTS and prevent future exploitation and recidivism.