Exhibit A Maintenance Services
I. Maintenance
Company will provide Customer with error corrections, bug fixes, patches and workarounds (collectively, “Error Corrections”) and updates, modifications and other enhancements (collectively, “Updates”) for the Services as generally made available by Company to its other customers of the Services at no additional cost. Company does not promise that it will provide any, or a certain minimum number of, Updates during the Term.
II. Help Desk Support
Company will provide help desk support via telephone, chat, and email. Help desk support consists of consultation in English with a qualified technician in regard to the proper use of the Services, the provision of Error Corrections for reported operating problems in the Services, and remedial software maintenance as required to restore the Services to operability.
III. Support Levels Response Times
- The Parties may, on a case-by-case basis, agree in writing to a reasonable extension of the Support Level response times.
- Company will diagnose the issue and identify the severity level of any reported issues, and provide Customer a diagnosis of the applicable error.
- Company shall provide Customer regular updates of the nature and status of its efforts to correct (or, where, relevant, mitigate) any applicable errors.
