Default; support only
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Support Services

Initial Support. For the [12] month period beginning on the Effective Date, and at [PARTY A]'s own expense, [PARTY A] shall provide [PARTY B] with 

telephone or electronic support during [PARTY A]'s normal business hours in order to help [PARTY B] locate and correct problems with any [DELIVERABLE] and any related software, and

internet-based support system generally available seven days a week, 24 hours a day. 

Renewed Support. After the initial [12] month support period, [PARTY B] may elect to renew [PARTY A]'s support services under this paragraph [SUPPORT] for additional [12] month periods, at [PARTY A]'s then-current service rates.


Tags
Neutral Master Services Agreement Support and Maintenance
Software training and support; training at provider's office
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Training and Support Services

Training. [PARTY A] shall, at [PARTY A]'s expense, provide [PARTY B]'s employees with the initial training services necessary and desirable to operate the Software, as further described in the [ATTACHMENT], attached to this agreement, at [PARTY A]'s offices and on days and times the parties agree to in writing.

Support

Initial Support. For the [12] month period beginning on the Effective Date, and at [PARTY A]'s own expense, [PARTY A] shall provide [PARTY B] with 

telephone or electronic support during [PARTY A]'s normal business hours in order to help [PARTY B] locate and correct problems with the Software, and

internet-based support system generally available seven days a week, twenty-four hours a day. 

Renewed Support. After the initial [12] month support period, [PARTY B] may elect to renew [PARTY A]'s support services under this paragraph [SUPPORT] for additional [12] month periods, at [PARTY A]'s then-current service rates.


Tags
Slight Pro-Provider Software License Agreement Support and Maintenance
Software training and support; training at buyer's offices
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Training and Support Services

Training. [PARTY A] shall, at [PARTY A]'s expense, provide [PARTY B]'s employees with the initial training services necessary and desirable to operate the Software, as further described in the [ATTACHMENT], attached to this agreement, at [PARTY B]'s offices and on days and times the parties agree to in writing.

Support

Initial Support. For the [12] month period beginning on the Effective Date, and at [PARTY A]'s own expense, [PARTY A] shall provide [PARTY B] with 

telephone or electronic support during [PARTY A]'s normal business hours in order to help [PARTY B] locate and correct problems with the Software, and

internet-based support system generally available seven days a week, twenty-four hours a day. 

Renewed Support. After the initial [12] month support period, [PARTY B] may elect to renew [PARTY A]'s support services under this paragraph [SUPPORT] for additional [12] month periods, at [PARTY A]'s then-current service rates.


Tags
Slight Pro-Providee Software License Agreement Support and Maintenance
Software Support, no training
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Support Services

Initial Support. For the [12] month period beginning on the Effective Date, and at [PARTY A]'s own expense, [PARTY A] shall provide [PARTY B] with 

telephone or electronic support during [PARTY A]'s normal business hours in order to help [PARTY B] locate and correct problems with the Software, and

internet-based support system generally available seven days a week, twenty-four hours a day. 

Renewed Support. After the initial [12] month support period, [PARTY B] may elect to renew [PARTY A]'s support services under this paragraph [SUPPORT] for additional [12] month periods, at [PARTY A]'s then-current service rates.


Tags
Heavy Pro-Provider Software License Agreement Support and Maintenance
Services support, no training
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Support Services

Initial Support. For the [12] month period beginning on the Effective Date, and at [PARTY A]'s own expense, [PARTY A] shall provide [PARTY B] with 

telephone or electronic support during [PARTY A]'s normal business hours in order to help [PARTY B] locate and correct problems with the Service and any related software, and

internet-based support system generally available seven days a week, twenty-four hours a day. 

Renewed Support. After the initial [12] month support period, [PARTY B] may elect to renew [PARTY A]'s support services under this paragraph [SUPPORT] for additional [12] month periods, at [PARTY A]'s then-current service rates.


Tags
Slight Pro-Provider Software as a Service Agreement Support and Maintenance
Services training and support; training buyer's office
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Training and Support Services

Training. [PARTY A] shall, at [PARTY A]'s expense, provide [PARTY B]'s employees with the initial training services necessary and desirable to use the Services and any related software, as further described in the [ATTACHMENT], attached to this agreement, at [PARTY B]'s offices and on days and times the parties agree to in writing.

Support Services

Initial Support. For the [12] month period beginning on the Effective Date, and at [PARTY A]'s own expense, [PARTY A] shall provide [PARTY B] with 

telephone or electronic support during [PARTY A]'s normal business hours in order to help [PARTY B] locate and correct problems with the Service and any related software, and

internet-based support system generally available seven days a week, twenty-four hours a day. 

Renewed Support. After the initial [12] month support period, [PARTY B] may elect to renew [PARTY A]'s support services under this paragraph [SUPPORT] for additional [12] month periods, at [PARTY A]'s then-current service rates.


Tags
Slight Pro-Providee Software as a Service Agreement Support and Maintenance
Service training and support; training at provider's office
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Training and Support Services

Training. [PARTY A] shall, at [PARTY A]'s expense, provide [PARTY B]'s employees with the initial training services necessary and desirable to use the Services and any related software, as further described in the [ATTACHMENT], attached to this agreement, at [PARTY A]'s offices and on days and times the parties agree to in writing.

Support Services

Initial Support. For the [12] month period beginning on the Effective Date, and at [PARTY A]'s own expense, [PARTY A] shall provide [PARTY B] with 

telephone or electronic support during [PARTY A]'s normal business hours in order to help [PARTY B] locate and correct problems with the Service and any related software, and

internet-based support system generally available seven days a week, twenty-four hours a day. 

Renewed Support. After the initial [12] month support period, [PARTY B] may elect to renew [PARTY A]'s support services under this paragraph [SUPPORT] for additional [12] month periods, at [PARTY A]'s then-current service rates.


Tags
Heavy Pro-Provider Software as a Service Agreement Support and Maintenance
Product Sales Agreement: support services
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Support Services

Initial Support. For the [12] month period beginning on the Effective Date, and at [PARTY A]'s own expense, [PARTY A] shall provide [PARTY B] with 

telephone or electronic support during [PARTY A]'s normal business hours in order to help [PARTY B] locate and correct problems with the Products, and

internet-based support system generally available seven days a week, twenty-four hours a day. 

Renewed Support. After the initial [12] month support period, [PARTY B] may elect to renew [PARTY A]'s support services under this paragraph [SUPPORT] for additional [12] month periods, at [PARTY A]'s then-current service rates.


Tags
Neutral Product Sales Agreement Support and Maintenance
Subscription Agreement
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Support Services

Initial Support. For the [12] month period beginning on the Effective Date, and at [PARTY A]'s own expense, [PARTY A] shall provide [PARTY B] with 

telephone or electronic support during [PARTY A]'s normal business hours in order to help [PARTY B] identify and correct problems with the [DELIVERABLE], and

internet-based support system generally available seven days a week, twenty-four hours a day. 

Renewed Support. After the initial [12] month support period, [PARTY B] may elect to renew [PARTY A]'s support services under this paragraph [SUPPORT] for additional [12] month periods, at [PARTY A]'s then-current service rates.


Tags
Neutral Subscription Agreement Support and Maintenance
Product Resale, Distribution, and Supply Agreement
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Training

Participation in Training. Before any [PARTY B] personnel who will be advertising or selling any Products begin that advertising or selling, [PARTY B] shall ensure they participate in [PARTY A]'s training.

Required Amount of Advertising and Sales Personnel. The parties shall cooperate to agree on the number of the [PARTY B] personnel who will attend [PARTY A]'s training, taking into consideration the size of the Territory, the number of potential end users, and [PARTY B]'s actual or potential sales of Products.

Training Location. The training will be conducted at [PARTY A]'s offices.

Training Costs. [PARTY B] will be responsible for its personnels' expenses in connection with traveling to and attending the training.


Tags
Neutral Distribution and Resale Support and Maintenance
End User License Agreement — No Obligations
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Support and Maintenance. [PARTY A] will not have any obligation to provide [PARTY B] with any support, maintenance, or other services.


Tags
Neutral End User License Agreement Support and Maintenance
End User License Agreement — Pro-Licensee
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Support and Maintenance

Remote Support. [PARTY A] shall provide telephone and online support to [PARTY B] between 8:00 a.m. and 5:00 p.m. ([TIME ZONE]), Monday through Friday, except on national holidays.

Support Limited to [PARTY A]. [PARTY A] will not to required to answer support questions from persons other than [PARTY B].

Updates. [PARTY A] will have the discretion to provide [PARTY B] with updates to the Licensed Software, and the installation and use of updates will be governed by this agreement.


Tags
Slight Pro-Providee End User License Agreement Support and Maintenance
Specified support levels
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Support Services

Scope of Services. [PARTY A] shall provide [PARTY B] with the following support services

telephone or electronic support during business hours in order to help [PARTY B] locate and correct problems with the Software,

Internet-based support system generally available seven (7) days a week, twenty-four (24) hours a day, and

up to [NUMBER OF DEDICATED CONTACTS] dedicated contacts designated by [PARTY B] in writing that will have access to support services.

Support Levels. [PARTY A] will use its best efforts to cure, as described below, reported and reproducible errors in the Software. [PARTY A] utilizes the following four (4) severity levels to categorize reported problems

Severity 1 Critical Business Impact. The impact of the reported deficiency is such that the customer is unable to either use the Software or reasonably continue work using the Software. [PARTY A] will commence work on resolving the deficiency within one (1) hour of notification and will engage staff during business hours until an acceptable resolution is achieved.

Severity 2 Significant Business Impact. Important features of the Software are not working properly and there are no acceptable, alternative solutions. While other areas of the Software are not impacted, the reported deficiency has created a significant, negative impact on the Customer's productivity or service level. [PARTY A] will commence work on resolving the deficiency within two (2) hours of notification and will engage staff during business hours until an acceptable resolution is achieved.

Severity 3 Some Business Impact. Important features of the Software are unavailable, but an alternative solution is available or non-essential features of the Software are unavailable with no alternative solution. The customer impact, regardless of product usage, is minimal loss of operational functionality or implementation resources. [PARTY A] will commence work on resolving the deficiency within one (1) business day of notification and will engage staff during business hours until an acceptable resolution is achieved.

Severity 4 Minimal Business Impact. Customer submits a Software information request, software enhancement or documentation clarification which has no operational impact. The implementation or use of the Software by the Customer is continuing and there is no negative impact on productivity. [PARTY A] will provide an initial response regarding the request within one (1) business week.

Remedial Services. This agreement is not intended as a consulting agreement for customer services. With respect to severity one (1) reported deficiencies, [PARTY A] may, with the concurrence of the Customer, elect to send senior support or development staff to the Customer location to accelerate problem resolution. [PARTY A] will be responsible for the costs associated with this escalated problem resolution if the problem is determined to be related to Software. If it is determined that the problem was not related to the supported Software, the Customer agrees to pay reasonable travel and lodging expenses in addition to Sass Company Australia's standard consulting rates. Travel time will be charged at consulting rates.

Support Exceptions. [PARTY A] does not provide support for hardware faults/misconfiguration and/or hardware setup.


Tags
Support and Maintenance
Support and maintenance
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Support Services. [PARTY A] shall provide [PARTY B] with the following support services

telephone or electronic support in order to help [PARTY B] locate and correct problems with the Software.

up to [NUMBER OF DEDICATED CONTACTS] dedicated contacts designated by [PARTY B] in writing that will have access to support services.

bug fixes and code corrections to correct Software malfunctions in order to bring the Service into substantial conformity with the operating specifications.

all extensions, enhancements and other changes that [PARTY A] makes or adds to the Service and which [PARTY A] offers, without charge, to all other Subscribers of the Service.


Tags
Support and Maintenance

About

  • Clause Taxonomy: Support and Maintenance
  • Organization: Public
  • Updated: 03/14/2019
  • Rating

Overview

The Training and Support clause details one party's obligation to train the other, and the other's employees, to use the products, software, or services, and to provide continuing support.

The Support Services clause in a software as a service or subscription agreement is similar to the support and maintenance clause in a license agreement. However, in the case of a SAAS agreement maintenance and updates are performed directly on the host platform.

Clause elements

  • Form of support
    • Telephone/online support
    • Number of dedicated contacts
  • Response times
    • Severity 1: system down
    • Severity 2: system seriously affected
    • Severity 3: system moderately affected
    • Severity 4: non-critical issues