Common use of Support Tickets Clause in Contracts

Support Tickets. A. Some support service products offered by Artefactual entitle Client to a limited number of “Support Tickets”, which may be redeemed by Client to request technical support services from Artefactual that fall outside the basic services guaranteed under this Agreement. B. A Support Ticket may be redeemed by Client at any time during the Agreement term for: 1. resolution of a Severity 3 issue before the next public release of the Covered Software, 2. direct changes to data in the Covered Software database or search index (e.g. to correct data that was incompletely or incorrectly imported), 3. configuration changes to the Covered Software or server environment which are not covered under Remedial Support Severity 1 or Severity 2 terms listed in Article II 4. any other technical support services outside of the basic services guaranteed under this Agreement, at Artefactual’s discretion. C. A request to redeem a Support Ticket for technical support services must be made by Client to Artefactual, in written form, and must clearly describe the desired outcome of the requested services. D. Artefactual will evaluate the estimated work required to deliver the requested services and provide a written estimate of the work required to the Authorized Client Contacts listed in Exhibit B, or a written explanation of the reasons for declining to provide the requested services. E. In general Artefactual will consider one Support Ticket to entitle the Client to up to four