Page Comparison

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“Release Management Policy” means the then-current release management policy for the applicable Software as currently set forth at http://www.Ebiexpertsebiexperts.com/product-terms, and as may be modified by Ebiexperts from time to time.

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“Update” means: any Software enhancement, modification or Error correction made available in accordance with the Release Management Policy, which Ebiexperts elects to make generally available to its customers as part of Maintenance Services. Updates do not include new or separate products which Ebiexperts offers only for an additional fee to its customers generally.

“Standard Business Hours” means Monday to Friday Monday-Friday 7AM - 6PM CET

2. Overview

2.1 Ebiexperts will provide Customer with Support Services and Maintenance Services for the Software in accordance with this Policy and the level of coverage purchased by Customer (if applicable) as well as any applicable terms in the Agreement, subject to Customer’s timely payment of the applicable Support fees or subscription fees.

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3.1.1 Scope of Coverage. Customers with Enterprise Support receive support for Error determination, verification and resolution (or instruction as to work-around, as applicable) twenty-four (24) hours a day, seven (7) days a week, 365 days a year for Severity 1 Errors and during Ebiexperts’s Standard Business Hours for Severity 2 and Severity during “Standard Business Hours” for Severity 1 2 and 3 Errors.

3.1.2 Support Case Handling. Ebiexperts will assist Enterprise Support Customers in issue analysis to determine whether or not the technical issue is related to the third-party hardware or software. In order to isolate the issue, Ebiexperts reserves the right to request that the third-party hardware or software be removed.

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*During Standard Business Hours: Monday to Friday Monday-Friday 7AM - 6PM CET

4. Error Resolution and Escalation

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