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consulting services problem within the applicable warranty period set forth in the governing statement of work, <br />change order or agreement. Client acknowledges that the Software is intended for use only with the software and <br />hardware described in the Specifications provided by Innovative from time to time, and Client will be solely <br />responsible for its adherence thereto. <br />c. If the Client is hosting their Software, the Client must provide direct network internet access to the <br />Software, including any firewalls. Innovative requires such access to correct Software bugs and carry out <br />modifications of the Software for the purpose of maintaining the Software. <br />4. Complimentary and Chargeable Support. Innovative will respond to all reported Errors pursuant to <br />Section 2 above and will use commercially reasonable efforts to resolve Warranty Errors at no additional charge if <br />Client has purchased and is current on its payment for Maintenance and Support; however, Innovative may charge <br />Client for such effort with respect to Non-Warranty Errors according to the following process: (i) When the Client <br />Contact reports any Error, prior to commencing the Diagnosis for the Error, Innovative will notify the Client Contact <br />that the Diagnosis and repair effort will be at no charge to Client unless the reported Error is determined to be a <br />Non-Warranty Error, in which case only the first two hours of Diagnosis will be at no charge; and (ii) Innovative will <br />then commence the Diagnosis unless instructed otherwise by the Client Contact. If more than two hours are required <br />for the Diagnosis of Non-Warranty Errors, then such additional Diagnosis hours will be charged to Client at <br />Innovative’s then-current rate for technical services. Once the Diagnosis is complete, the Client Contact will be <br />given the option of having Innovative proceed with repairing the Non-Warranty Error, and, if so requested, Innovative <br />will provide an estimate of the total cost for such effort. If agreed to by the Client Contact, Innovative will undertake <br />to repair the Non-Warranty Error and charge Client for the associated technical services performed. <br />5. Ticket Management and Escalation. Innovative manages all reported issues using a ticket management <br />system, and provides an Internet portal for Clients to report issues. Clients may review the status of issues reported <br />online. When an Error is either unresolved or not resolved in a timely fashion, the Client should contact Innovative <br />representatives pursuant to Innovative’s escalation policy made available on Innovative’s Internet portal. <br /> <br /> <br />DocuSign Envelope ID: F014C755-030D-478F-806C-6FB970D9CCD2