Escali 4.4 manual SCALI’s Obligations, LICENSEE’s Obligations

III SCALI SERVICES TERMS

SCALI BRONZE SOFTWARE MAINTENANCE AND SUPPORT SERVICES

Unless otherwise specified in the purchase order placed by the LICENSEE, SCALI shall provide SCALI BRONZE SOFTWARE MAINTENANCE AND SUPPORT SERVICES in accordance with its maintenance and support policy as referred to in this Clause and the Clause “SCALI’s Obligations” hereunder, which includes error corrections, RELEASES, REVISIONS and BUG FIXES to the RELEASE of the SCALI SOFTWARE.

For customers in the Americas, SCALI shall provide technical assistance via E-mail on US WORKING DAYS from, 9.00 AM to 5.00 PM Eastern Standard Time.

For customers in the Americas, SCALI shall respond to the LICENSEE via e-mail and start technical assistance and error corrections within eight (8) US BUSINESS HOURS after the error or defect has been reported to SCALI via SCALI’S standard problem report procedures as defined from time to time on the url-address www.scali.com/support.

For customers outside the Americas, SCALI shall provide technical assistance via E-mail on NORWEGIAN WORKING DAYS from, 9.00 AM to 5.00 PM Central European Time.

For customers outside the Americas, SCALI shall respond to the LICENSEE via e-mail and start technical assistance and error corrections within eight (8) NORWEGIAN BUSINESS HOURS after the error or defect has been reported to SCALI via SCALI’S standard problem report procedures as defined from time to time on the url-address www.scali.com/support.

SCALI’s Obligations

In the event that the LICENSEE detects any significant error or defect in the SCALI SOFTWARE, SCALI, in accordance with the standard warranty of the Scali Software License granted to the LICENSEE, undertakes to repair, replace or provide an adequate work-around of the SCALI SOFTWARE installed at the INSTALLATION ADDRESS within the response times listed in the Clause “SCALI BRONZE SOFTWARE MAINTENANCE AND SUPPORT SERVICES” above.

SCALI may provide a fix or update to the SCALI SOFTWARE in the normal course of business according to SCALI’s scheduled or unscheduled new REVISIONS of the SCALI SOFTWARE. SCALI will provide, at the LICENSEE’s request, a temporary fix for non-material errors or defects until the issuance of such NEW REVISION.

The services covered by this CERTIFICATE will be provided only for operation of the SCALI SOFTWARE. SCALI will provide services for the SCALI SOFTWARE only on the release level current at the time of service and the immediately preceding release level. SCALI may, within its sole discretion, provide support on previous release levels, for which the LICENSEE may be required to pay SCALI time and materials for the services rendered.

Should it become impossible to maintain the LICENSEE’s RELEASE of the SCALI SOFTWARE during the currency of this CERTIFICATE, then SCALI may in its sole discretion, upon giving the LICENSEE 3 (three) months written notice to the effect, upgrade the SCALI SOFTWARE at the INSTALLATION ADDRESS to any later release of the SCALI SOFTWARE such that it can once again be maintained.

LICENSEE’s Obligations

The LICENSEE shall notify SCALI in writing via the SCALI Standard Problem Report Procedure as defined from time to time on the url-address www.scali.com/support , following the discovery of any error or defect in the SCALI SOFTWARE or otherwise if support services by SCALI are requested.

The LICENSEE shall provide to SCALI a comprehensive listing of output and all such other data that SCALI may request in order to reproduce operating conditions similar to those present when the error or defect occurred or was discovered. In the event that it is determined that the problem was due to LICENSEE error in the use of the SCALI SOFTWARE, or otherwise not

Scali MPI Connect Release 4.4 - Users Guide iv