HTML Preview Annual Technical Maintenance Schedule page number 1.
TECHNICAL SUPPORT AND MAINTENANCE SCHEDULE
I. SUPPORT AND MAINTENANCE PROVIDED
A. Support Contact and Hours Information. 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”).
Premium Support: Empirix offers an optional premium support services program for many of our product lines.
Customers who purchase this premium service are entitled to Standard Support and in addition, 24x7 pager and call-
back support for all severity 1 technical support issues covered under these terms. For Premium Support, target
response and resolution times for software are as set out in the table below, with timing on a 24x7 basis.
B. Severity Levels, Response & Resolution Target Times. Empirix will provide technical advice and
assistance in connection with the use of Software and/or Hardware (together, the “Products”) according to severity
level. Empirix will use commercially reasonable efforts to meet all target times noted in below, with respect to
Software. In order to best resolve the problem, Customer must make available a contact person to provide ongoing
support and cooperation with Empirix to identify and support resolution of the technical issue. In order to resolve a
technical issue in the most efficient means available, Empirix may request remote access to the Software, and
Empirix and Customer will cooperate to establish the required network connections using best practices for security
and in all cases, in compliance with the network security policies of both parties.
The table below applies with respect to support of Software: