Annual Technical Maintenance Schedule
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Support for Customers who subscribe to Empirix Technical Support and Maintenance Services (included for first year after delivery of Product) shall be available from the following sources: Americas Email: support empirix.com Phone: +1 978-313-7002 Hours: M-F, 8:00 am – 8:00 pm EST, excluding Empirix Holidays Online esupport: https://esupport.empirix.com/ EMEA/APAC Email: support empirix.com Phone: UK +44 0118 935 7010 , Italy +39 059 740 9324 Hours: M-F, 8:00 am – 6:00 pm GMT +0, excluding Empirix Holidays Online esupport: https://esupport.empirix.com/ Standard Support: Support is available in the US and Canada between the hours of 8:00 a.m. and 8:00 p.m. EST, and in EMEA between the hours of 8:30 a.m. and 6:00 p.m. GMT, (as applicable, “Business Hours”) Monday to Friday, with the exception of holidays (“Business Days”).. 3 Inconvenience or performance problems (but system is otherwise functional and able to be used for its intended purpose) System or software is not operating in a normal manner There is a workaround or the problem is very intermittent 4 Causing error messages or other nuisance type problems System is useable The problem is causing only a minor inconvenience, or the case is a request for information or a new feature EMPIRIX SUPPORT AND MAINTENANCE AGREEMENT V809 Page - 2 - Response time shall be measured from the time that Customer has properly notified Empirix of the defect through the proper Empirix Technical Support channel, which is limited to the designated Support phone numbers, the https://esupport.empirix.com portal, or the designated Empirix technical support email addresses, with sufficient information that enables Empirix to identify the error in question as it relates to the specific operating environment of Customer..
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