SUPPORT SERVICES
1. Updates
AnyClip may, from time to time during the Term, make available certain Updates. For the avoidance of doubt, Updates expressly excludes new Features. AnyClip will make such Updates available to Customer to the extent generally made available by AnyClip to its other supported customers.
“Updates” means modifications or revisions (such as a bug fix or patch) to the Services (but excluding New Versions), as typically represented by the number to the right of the decimal point (e.g. Version 1.X).
“New Versions” means new releases/versions of the Services, as typically represented by the number to the left of the decimal point (e.g. Version X.0)
2. Technical Support
AnyClip will use commercially reasonable efforts to respond to and address failures of the Services to function in the manner intended by AnyClip (“Problems”) which are reported by Company (each, a “Support Request“), in accordance with the service levels and terms set forth below in these terms.
In order to be addressed by AnyClip, Problems must be verifiable and reproducible. Furthermore, in order for AnyClip to address a Support Requests, Customer must provide AnyClip with all information, documentation, assistance and access as AnyClip might reasonably require, including, without limitation:
- setup information
- application knowledge
- listing of any output
- detailed steps required to enable AnyClip to replicate the problem
- exact wording of Problem messages, and
- any other data that AnyClip may reasonably request in order to reproduce operating conditions similar to those present when the Problem occurred.
Each Problem for which a Support Request is received by AnyClip, shall be classified by AnyClip and assigned a level of severity (“Severity Level”), in accordance with the following criteria: