This form is a Software Support Agreement. The form specifies that the support services provided by the licensor will consist of technical assistance relating to the software via telephone and e-mail. The termination of the license agreement will automatically result in the termination of the support agreement.
Many agreements allow for some customization, so you can ask for specific services tailored to your business needs, but it all depends on what was put in the contract.
In that case, the Licensor is usually obligated to prioritize fixing it, so the software can get back to working like a charm as soon as possible.
Yes, the agreement usually specifies how quickly you can expect a response, ranging from minutes to a few business days, depending on the issue's severity.
Typically, you’d submit a support request through a designated channel like an online portal or via email, as outlined in the agreement.
You can expect help with troubleshooting, bug fixes, updates, and sometimes training on how to use the software effectively.
The Licensor, or the company that created the software, is usually responsible for providing the support services detailed in the agreement.
A Software Support Services Agreement is a document that outlines the services a provider will deliver to support their software, ensuring everything runs smoothly and any issues get sorted out.