2.1.1. Service(s) Error Correction. Customer may call or email to report an “Error” in the Service(s) (i.e., a failure of the Service(s) to function as BrandExtract intended) and shall provide BrandExtract all information necessary for diagnosis of the Error. BrandExtract shall verify receipt of such requests in a reasonable amount of time and will use commercially reasonable efforts to provide a solution or workaround; an avoidance procedure or address the request in the next SAM revision/iteration. Technical support is provided for thirty (30) days at no charge commencing on the date that BrandExtract provides login access to Customer’s Web site SAM admin pages.
2.1.2. Support Not Included. BrandExtract shall not be responsible for technical issues that arise due to Customer’s Internet connectivity, internal IT infrastructure modifications or other internal hardware problems that are not within BrandExtract’s care or control. After the initial 30-day grace period, additional technical support will be charged on a per hour basis at BrandExtract’s standard rate of $160 per hour. Should on-site Technical support be required to resolve a Customer-side issue, Customer shall reimburse BrandExtract for any costs reasonably incurred by the BrandExtract personnel in making such visit.
BrandExtract can provide technical support due to these aforementioned issues, as well as any additional programming for functionality or content modifications not specifically detailed and covered in this Agreement, for an additional fee to be determined based on an estimate of the effort required or on an hourly time & materials accrued basis. Telephone and email support hours are 9 AM - 6 PM Central Standard Time, Monday - Friday, excluding major holidays.
2.2 SAM User Support Service
During the Initial Term and any Renewal Term(s) of this Agreement, and as long as Customer’s account status is up-to- date, BrandExtract will provide the following SAM User Support Service:
2.2.1. SAM Training. Customer is entitled to up to four hours (combined in no more than two sessions) of SAM training once their Web site is implemented into the SAM application. Additional user training will be charged on a per hour basis at BrandExtract’s standard hourly rate for the Customer. All expenses incurred by BrandExtract in order to provide training at Customer’s location (airfare, lodging, etc); will be charged in addition to any labor fees.
2.2.2. User Support. Customer may either call or email BrandExtract for user support. A BrandExtract representative will then work to address Customer questions/issues in a reasonable amount of time. Telephone and email support hours are 9 AM - 6 PM Central Standard Time, Monday - Friday, excluding major holidays. Customer is entitled to thirty (30) days of User Support at no charge commencing on the date that BrandExtract provides login access to Customer’s Web site SAM admin pages. After the initial 30-day grace period, additional user support will be charged on a per hour basis at BrandExtract’s standard rate per hour. The Customer also has access to the online SAM User Guide. Should on-site User support be required, Customer shall reimburse BrandExtract for any costs incurred by the BrandExtract personnel in making such visit, as well as hourly fees.
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