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Terms and Conditions
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1. The Effective Date and Expiration Date will be mentioned in your support agreement.
2. The Licensor hereby agrees to provide, at no additional cost beyond the fees set forth in Appendix B, to the Licensee the following services:
a) Support: Licensor will provide reasonable telephone support between the hours of 9:00am EST to 5:00pm EST. Such telephone support will be Licensor's best efforts to provide a reasonable level of:
- explanation of functions and features, and
- clarification of documentation, and
- guidance in the operation of the Product.
Licensor will respond to Licensee's request for support services within four (4) hours for Severity 1 issues. Response time for on-site assistance will be a maximum of sixteen (16) hours.
Support problems can also be reported via email and the web at the following addresses:
E-Mail:
Web Site: http://www.csdcsystems.com
b)Problem Diagnosis: Licensor will provide problem diagnosis for the Product and, where possible, will supply corrections for problems that Licensor diagnoses as defects in the Product. Licensor will perform these services in a timely manner consistent with the urgency of the situation. Corrective action will follow the following general guidelines:
Severity 1: a critical problem has been encountered such that the Product is inoperable. Licensor will respond immediately to diagnose the problem. Licensor and customer personnel will work diligently and continuously to correct the problem as quickly as possible.
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