Form Overview
The Software Maintenance Agreement favoring the licensee structures a software support framework maximizing the service obligations of vendor and minimizing licensee risks and costs. The Agreement profiles multiple services. Maintenance services include error correction and software updates. The error correction services are initiated by a licensee report of a defect (oral or written). Vendor must respond with telephone support within four hours, tests and analyses within twenty-four hours and on-site support within three calendar days followed by a "work-around" solution within seventy-two hours after initiation of on-site support. The Agreement also provides a framework for delivery of software updates and preventive maintenance. The maintenance fee is a fixed annual sum. Other services provided under the Agreement and covered by the maintenance fee include general consultations and file expansion services. Program modifications are covered by a time and material fee as invoiced by developer and approved by customer. Termination of the arrangement during a maintenance year results in a maintenance fee refund. Vendor extends extensive warranties of functionality, operability and compatibility. You can find answers to your questions using our extensive library of
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