Maintenance and Support

Client Responsibilities for Maintenance and Support

The client shall use commercially reasonable efforts to perform the following tasks with regard to Maintenance and Support:

  • Maintain a competent and complete technical understanding of its own technical infrastructure.
  • Develop knowledge and understanding of the Licensed Software to be deployed.
  • Accurately characterize Licensed Software problems reported and describe their business impact.
  • Reasonably describe symptoms of Licensed Software problems.
  • Provide background information leading up to Licensed Software problems.
  • Describe Client steps or actions to try and resolve such problems.
  • Describe, if applicable, any changes to the Licensed Software environment.
  • Submit validated log, configuration, and other files to Company for analysis.
  • Provide timely and accurate responses to Company’s requests.
  • Provide timely feedback on fixes and recommendations.

Maintenance and Support Escalation Procedures

The client shall provide an accurate description of the problem and the severity of the problem, stating the circumstances that lead to the severity condition. The actual severity level may be re-determined by the parties during the problem resolution process, but Company shall have the final authority as to the actual designation. Company shall respond to problems with the Licensed Software based upon the severity of the problem according to the following schedule: