Support Services

The Support Services shall be provided during Normal Working Hours and shall comprise:

1. A telephone help desk to provide first-line technical support to users of the Supported Software;
2. An email address monitored during Normal Working Hours to provide first line technical support to users of the Supported Software;
3. Provision of a unique identification number for each issue notified to Elite and regular updates until resolution;
4. Remote diagnosis and, where possible, correction of faults, more specifically to correct all data and failures of the Software to comply with any warranty or term of the agreement (as if such warranty or term continued beyond its expiry date).
5. Installation of Maintenance Releases on the Customer’s equipment and handover to the Customer for acceptance testing;
6. Report of current and recent support issues on request from the Customer Representative;
7. Account meetings to be held between the Customer Representative, the Account Manager and such Support Staff as may from time to time be considered appropriate at least once in each Contract Year at a Customer office location and at a time to be agreed between the Customer Representative and the Account Manager, for the purpose of discussing provision of the Services, the achievement of the Service Levels and any other appropriate matters.
8. On request from the Customer, training in the use of any functionality in a Maintenance Release, at charges to be agreed.