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Terms & Conditions for Customers - Section D

Article Index
Terms & Conditions for Customers
Section A
Section B
Section C
Section D
Section E
Section F
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SECTION D: SUPPORT AND MAINTENANCE SERVICES

29. Provision of Maintenance

29.1. Where the Company agrees to provide support and/or maintenance services in respect of Products supplied to the Customer, this will generally comprise reasonable assistance in the resolution of queries via a telephone call originated by the Customer during Working Hours for the agreed period (limited to first line support only). Except as provided under clause 29.3, if the query is unable to be resolved during a telephone call the Customer may be required to contact the distributor or Manufacturer of the Software or Hardware directly.

29.2. Where the Company agrees to provide Maintenance in respect of the Software this shall be provided in accordance with the Company’s applicable Maintenance schedule as provided to the Customer by the Company.

29.3. Any additional maintenance which the Company agrees to supply to the Customer in relation to the Software or hardware shall be provided on a time and materials basis at the Company’s then current rates unless otherwise agreed.



 

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