Common use of Warranty and Support Services Clause in Contracts

Warranty and Support Services. 1. ▇▇▇▇▇ guarantees that Issues that occur within the warranty period will be resolved. The warranty period is: a. if the Agreement specifies periodic payments for the Subscription: the same as the term of the Agreement, b. in other cases: 12 (twelve) months after the date of receipt and acceptance, in accordance with section 5 of the Terms of Use. 2. If an Issue is found in the Application during the warranty period, ▇▇▇▇▇ undertakes, depending on the type of the Issue, to meet the following Response Times: a. in the event of a Critical Issue: 1 (one) Business Day, b. in the event of a Standard Issue: 3 (three) Business Days, c. in the event of a Cosmetic Issue: 10 (ten) Business Days. 3. To the extent allowed in the applicable law, warranty and support services as described herein are sole remedies for any defects of the Application. 4. Issues may be reported only through the Support System. Each report should contain: a. a description of the Issue detailed enough to enable ▇▇▇▇▇ to reproduce it, b. a description of circumstances in which the Issue occurred or was identified. 5. Reports concerning the investigation and resolution of the Issue shall be sent by ▇▇▇▇▇ through the Support System. 6. Issues can be submitted only up to 5 (five) individuals authorized by the Customer. The Customer may notify ▇▇▇▇▇ in writing or through the Support System about any changes to this list. Prior to authorizing any new persons, the Customer shall train them with regard to both the use of the Application and the Support System. Unless stated otherwise, new persons shall be authorized to place an order for Development of the Application, pursuant to section 8 of the Terms of Use. 7. In order to ensure technical support, ▇▇▇▇▇ reserves the right to access the Application with the use of a dedicated user account with administrative authorizations, and if the Application has been installed on the Customer's Server Platform, to access such a server with administrative authorizations.