16.1.1 Upon notice of no less than 10 days, Client will provide PA access its systems in order to ensure compliance with license terms in respect of Perpetual Licenses
16.2 No waiver
17 Appendicies
Appendix |
Title |
A |
License Maintenance Plan |
B |
Support |
C |
Managed Services |
D |
Professional Services |
E |
Appendix E |
18 Approval
Signed for CLIENT by an authorised officer: |
Signed for PA by an authorised officer: |
||
Signature |
|
Signature |
|
Print Name |
|
Print Name |
|
Title |
|
Title |
|
Date |
|
Date |
|
Priority |
Description |
Example |
Target Response Time |
1 |
Critical |
Your entire system is inoperable and your organisation is critically impacted |
1 hour |
2 |
High |
You cannot use the system, or a function of the system is not working correctly and is affecting your processing. No workaround is available. Your business is severely impacted. |
3 hours |
3 |
Medium |
A function is not working correctly but is not mission critical. Often a workaround will exist although the issue does need to be resolved. Your business is not seriously affected. |
5 hours |
4 |
Low |
A question or request for information regarding existing systems, new product or functionality. |
One business day |
Level |
Client |
PA |
1 |
Administrator |
Client Support Team |
2 |
Administrator |
Account Manager |
3 |
Management |
Account Manager |
4 |
Management |
Management |
Products, Services and Subscriptions are as per the proposal approved by the Client.