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Terms and Conditions - continued
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Severity 2: a problem has been encountered that does not prevent use of the Product, but the system is not operating correctly. Licensor will diagnose the problem and advise Licensee of a work-around as quickly as possible. If requested by Licensee, Licensor will provide a software patch outside the normal release/quality assurance process.
Severity 3: a minor problem has been encountered. The Product is usable but could be improved by correction of a minor defect, or usability enhancement. Licensor will assess the problem and, depending on priorities, schedule a fix for the next release, advise Licensee that this will not be corrected, or offer this change to Licensee as a chargeable customization if Licensee determine it is desirable.
Licensed Software problem support services do not include on?site maintenance or support which, subject to availability of personnel, will be offered to Licensee at a separate charge unless problem cannot be resolved remotely.
c) Corrections. Licensor will provide corrections to any and all defects in the Licensed Software covered by this Support Agreement. Software Bugs must be reported by the Licensee to the Licensor through CSDC’s web support site.
d) Upgrades. Licensor will provide upgrades to all Licensed Software implemented from time to time in the improvement of the Licensed Software.
e) Enhancements. Licensor will provide enhancements to all Licensed Software implemented from time to time in the improvement of the Licensed Software.
f) Release Currency. Licensor will provide new versions and releases of all Licensed Software covered in Appendix B which may contain Corrections, Upgrades or enhancements which have been reported reasonably in advance of the version or release date, for operating system and RDBMS, as such new versions and releases become available, at no charge. Licensor applications will maintain release currency with the then
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