|
On-Going Support
ECS On-Going Support - Scope
of Operations
During the Initial Term or any renewal term of Electronic Commerce Solutions,
Ltd Support Services (also known as On-Going Support), ECS Ltd agrees to
provide the following Support Services:
Error Correction
ECS Ltd will undertake to correct any reported and reproducible Error in a
Supported Version and shall provide such Error Corrections to the client in the
next Software release made generally available to ECS Ltd’s clients,
distributors and other licensees of the Software.
Support
ECS Ltd will provide internet based support and if deemed
necessary, telephone support to its clients. Support
means ECS Ltd resolving technical issues relating to the Software and
documentation that the affiliate or client is unable to resolve after its
best-efforts to test and analyse the problem encountered by the End User. All
problems must be reported in the first instance via ECS online support
at www.support.ecs-europe.com
The normal channel of communication for follow up information by ECS Support is
email. Telephone contact will be made if further detailed information is
required that cannot be dealt with via email.
The client shall provide ECS Ltd with documentation evidencing the problem or
error. ECS Ltd shall use reasonable efforts to remedy such technical issues.
Place Services Performed
All Support Services hereunder shall be provided
from ECS Ltd’s facilities unless otherwise agreed by ECS Ltd.
Dial in support can be provided if necessary. All
communication costs are the responsibility of the client.
Time of Services
ECS Ltd shall provide Support Services solely during the hours of 9.00
through 17.00 GMT, Monday through Friday, excluding holidays observed by ECS
Ltd.
Professional Standards
ECS Ltd will apply generally accepted industry standards to maintain the
Software in good working order in accordance with the documentation provided
with a Supported Version of the Software.
Limitations & Exclusions
ECS Ltd reserves the right to terminate or interrupt the Support Services
provided to the client in the event of:
-
Errors for which ECS Ltd has provided technical or operational corrections
not implemented by the client within a reasonable time.
-
Errors caused by changes, alterations or revisions made by or on behalf of
the client.
-
Errors that result from the Clients use of the Software contrary to
instruction by ECS Ltd or described in the documentation, or equipment that
does not satisfy ECS Ltd's requirements in the documentation, or
environmental issues, or system security issues.
-
Failure by the Client to install the most recent Software release.
Electronic Commerce Solutions, Ltd.
|
