Orange County NC Website
Browse       Search
DocuSign Envelope ID:7DCC2B8A-E44C-4172-BF52-8A8B6D647BED <br /> 57 <br /> Time, Monday through Friday, except for Farragut company holidays. <br /> 2. Correction of Software Defects, Errors or Malfunctions, <br /> 2.1 General Description. Software Support will include Farragut's commercially reasonable <br /> efforts to provide a solution or suitable work-around for defects, errors or malfunctions in the Software that <br /> prevent the Software from performing, during normal and proper use, substantially as described in the <br /> specifications set forth in the then-current Documentation accompanying the Software, when properly <br /> installed on the Customer's Computer. Software Support will not include or cover any defects, errors or <br /> malfunctions in the Software that are caused by any external causes, including, but not limited to, any of <br /> the Exclusions from Warranty and Support Coverage described in Section 3.2 of the Agreement. Software <br /> Support also will not include or cover modifications made to the Software by anyone other than Farragut <br /> staff. Because not all defects, errors or malfunctions can or need to be corrected, it is possible that not all <br /> defects, errors or malfunctions will be corrected. <br /> 2.2 Support Requests. All support requests must be made in accordance with Farragut's <br /> standard support procedures and accompanied with sufficient detail to enable Farragut to verify the error <br /> and provide a solution or suitable work-around. All telephone calls concerning support requests must be <br /> made by calling the regular CSC telephone number and must be followed by a written request. Farragut is <br /> not responsible for responding to support requests placed by a person other than the Customer CCP's. <br /> Farragut is not responsible for support calls from Customer placed to a Farragut telephone number other <br /> than the established CSC telephone number or for written requests that are not made to Farragut's CSC. <br /> 2.3 Support Process for Reported Issues. After receiving a written report of a Software error <br /> from a Customer CCP, Farragut will commence its efforts to resolve the reported Software error by: <br /> (a) Answering the Key Operator's or Customer CCP's questions and diagnosing the <br /> Software error during Farragut's normal service hours by telephone, by e-mail and/or through Farragut Web <br /> Support, or; <br /> (b) Troubleshooting, diagnosing and providing a solution or suitable work-around <br /> during Farragut's normal service hours; or <br /> (c) If Farragut determines in its discretion that it is necessary or appropriate to <br /> efficiently and promptly resolve any reported software error on-site, Farragut may provide service at <br /> Customer's site during regular business hours. Farragut reserves the right to charge for on-site service as <br /> provided for in Section 2.5(c) of this Schedule; or <br /> (d) If Farragut determines the reported issue is related to a defect in the Software, <br /> Farragut will determine its Severity Level (as defined below) and take the appropriate level of action <br /> pursuant to the terms below. The resolution of all defects is addressed through Software Maintenance <br /> Releases. <br /> (e) Timely Commencement. If Customer reports any suspected Software error that <br /> causes the Software to be inoperative or significantly impairs its functionality, Farragut will begin the <br /> troubleshooting and diagnosis of the problem within one business day after Farragut receives the written <br /> report. For other reported problems, Farragut will begin the troubleshooting and diagnosis as promptly as <br /> is reasonably practical. <br /> 2.4 Software Maintenance Releases. "Software Maintenance Release" means all error <br /> corrections, bug fixes and minor modifications to the Software and Documentation, as developed by <br /> Farragut and made generally available without a separate charge to licensees of the Software who have <br /> purchased Software Support for such Software. Software Support will include standard periodic Software <br /> Maintenance Releases, if any, that are provided by Farragut from time to time. If Farragut determines, at <br /> - 12- <br />