What is the difference between support and maintenance

An exclusion of support for downtime caused by a third party supplier. If you are contracting for the provision of a SaaS service, the SaaS provider might be outsourcing the hosting to a third party supplier. An exclusion of support for downtime caused by a failure of a utilities provider. If you are contracting for the provision of a SaaS service, it might be reasonable for the SaaS provider to exclude liability if the service is unavailable due to a power-cut.

However, if you are expecting your SaaS provider to have backup generators or backup servers in different locations, such an exclusion would not be reasonable because it would undermine the backup service you had contracted for.

New releases, versions and upgrades In addition to dealing with error resolution, support and maintenance contracts should also address issues connected with changes to the SaaS application or the supported software. Issues which will need to be addressed in the contract include: Are new releases, versions, or upgrades included in the fee? Is continued maintenance dependent on the customer purchasing upgrades? Is the supplier entitled to withdraw support from old versions of the software?

In what circumstances can the customer postpone the installation of upgrades? If a new version is very different from the existing version will the supplier be required to assist with issues such as data conversion or migration and staff training? How regularly will upgrades be provided? Duration and renewal It is important for both the customer and the supplier that there is no uncertainty in relation to the extent of the obligations on each party. When taking on a new project, our support team drafts an SLA Service Level Agreement which outlines our response time and ensures our team's availability to your needs.

With our remote software support services, our specialists are able to promptly handle your service requests through remote sessions upon receipt of your request. After receiving your support request, the first step to resolving the bug is to gain an understanding of the defect. We set up a meeting with you to discuss the current state of your software product, any recent changes made to the code, release updates, error messages, and any other potential factors that could have played a role in causation.

Once our support team understands all potential impacts of the defect, we assess your systems to identify the root cause. While analyzing systems does include reviewing the code attached to the dysfunctional feature or function, it also involves determining other possible causes such as out-of-date subscriptions and malware. Subscription license fees include Support and Maintenance for the duration of the Subscription Period.

For perpetual licenses, in the event Licensee elects not to obtain or renew Support and Maintenance , Licensee may retain the Software and Documentation but will have no further right to Support and Maintenance for the Software. Unless otherwise indicated herein, Support and Maintenance acquired herein will begin at the end of any applicable warranty period. Maintenance and Support Services means Program support provided under Distributor 's policies in effect on the date Maintenance and Support Services are ordered, subject to the payment by End User of the applicable fees for such support.

Distributor reserves the right to alter such policies from time to time using reasonable discretion. Maintenance and Support Services means the optional maintenance and support services set out in Schedule A.