2. Maintenance and Support Services
Subject to LICENSEE’s payment of all of the Maintenance and Support fees due hereunder, ATTUNITY shall provide Maintenance and Support services for the Licensed Product(s) to LICENSEE during the Term. “Maintenance and Support” shall consist of (a) Error corrections, (b) Licensed Product(s) Releases, Updates and User Documentation Updates, (c) Maintenance for Supported Versions, and (d) Hotline Support, each as hereinafter described.
2.1 Error Corrections - ATTUNITY shall attempt to correct, as soon as is practicable, any Error in the Licensed Product(s) that is reported to ATTUNITY by LICENSEE. “Error”, as used herein, shall mean a material deviation between the Licensed Product(s) and the description thereof contained in the User Documentation. A failure of the Licensed Product(s) to function properly due to (i) changes made by LICENSEE in or to the Licensed Product(s) or (ii) the failure of LICENSEE’s procedures or computer environment or application products in which the Licensed Product(s) is used by LICENSEE to conform with the procedures or computer environment specified in the User Documentation or (iii) a failure in the implementation metadata shall not constitute an Error. If LICENSEE desires to have such failure corrected, LICENSEE shall pay ATTUNITY, at ATTUNITY’s customary billing rates, for ATTUNITY time and expenses incurred in performing such correction.
2.2 Releases, Updates and User Documentation Updates - ATTUNITY shall notify LICENSEE of Licensed Product(s) Releases, Updates and User Documentation Updates from time to time during the Term (as defined in Section 7 herein) if and when ATTUNITY makes them generally available to its other LICENSEE’s. LICENSEE is expected to educate itself about Releases and Updates from the LICENSEE Support section of ATTUNITY’s World Wide Web site. LICENSEE may request shipment of media and printed documentation, in which case, shipping charges will apply.
It is LICENSEE’s responsibility to verify that the new update or release conforms with the implementation or application using the Licensed Product(s). Upon LICENSEE’s request and ATTUNITY’S written agreement, ATTUNITY may assist in the verification effort or provide other on-site assistance subject to availability, at ATTUNITY’s then current price list.
2. Maintenance and Support Services
Subject to LICENSEE’s payment of all of the Maintenance and Support fees due hereunder, ATTUNITY shall provide Maintenance and Support services for the Licensed Product(s) to LICENSEE during the Term. “Maintenance and Support” shall consist of (a) Error corrections, (b) Licensed Product(s) Releases, Updates and User Documentation Updates, (c) Maintenance for Supported Versions, and (d) Hotline Support, each as hereinafter described.
2.1 Error Corrections - ATTUNITY shall attempt to correct, as soon as is practicable, any Error in the Licensed Product(s) that is reported to ATTUNITY by LICENSEE. “Error”, as used herein, shall mean a material deviation between the Licensed Product(s) and the description thereof contained in the User Documentation. A failure of the Licensed Product(s) to function properly due to (i) changes made by LICENSEE in or to the Licensed Product(s) or (ii) the failure of LICENSEE’s procedures or computer environment or application products in which the Licensed Product(s) is used by LICENSEE to conform with the procedures or computer environment specified in the User Documentation or (iii) a failure in the implementation metadata shall not constitute an Error. If LICENSEE desires to have such failure corrected, LICENSEE shall pay ATTUNITY, at ATTUNITY’s customary billing rates, for ATTUNITY time and expenses incurred in performing such correction.
2.2 Releases, Updates and User Documentation Updates - ATTUNITY shall notify LICENSEE of Licensed Product(s) Releases, Updates and User Documentation Updates from time to time during the Term (as defined in Section 7 herein) if and when ATTUNITY makes them generally available to its other LICENSEE’s. LICENSEE is expected to educate itself about Releases and Updates from the LICENSEE Support section of ATTUNITY’s World Wide Web site. LICENSEE may request shipment of media and printed documentation, in which case, shipping charges will apply.
It is LICENSEE’s responsibility to verify that the new update or release conforms with the implementation or application using the Licensed Product(s). Upon LICENSEE’s request and ATTUNITY’S written agreement, ATTUNITY may assist in the verification effort or provide other on-site assistance subject to availability, at ATTUNITY’s then current price list.
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