SoftwareLicenseandServicesAgreement软件可许及服务协议doc.docx
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SoftwareLicenseandServicesAgreement软件可许及服务协议doc.docx
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SoftwareLicenseandServicesAgreement软件可许及服务协议doc
SoftwareLicenseandServicesAgreement软件可许及服务协议-
TheseTechnicalSupportTermsandConditions(Terms)arereferencedinandincorporatedintotheSoftwareLicenseandServiceAgreement(‘Agreement)betweenAAA,Inc.(AAA)andBBB,Inc.(Licensee.)Uponreasonablenotice,AAAreservestherighttomodifytheTermsunderwhichitprovidesSupportServicestoreflectcurrentmarketconditions.1.0.DEFINITIONS.UnlessotherwisedefinedintheTerms,thecapitalizedtermsusedhereinshallhavethesamemeaningassetforthintheAgreementandapplicableSchedule.1.1.CriticalmeansanErrorthat:
(1)renderstheSoftwareinoperative;or
(2)causestheSoftwaretofailcatastrophically.1.2.DialInAccessmeansdirectconnectiontothedesignatedSystem,viaPPTP,SLIP/PPP,directTCP/IP,orothersuchpoint-to-pointnetworkaccess.1.3.EnhancementmeanstechnicalorfunctionaladditionstotheSoftwaretoimprovesoftwarefunctionalityand/oroperations.EnhancementsaredeliveredwithnewreleasesoftheSoftware.1.4.ErrormeansamalfunctionintheSoftwarethatdegradestheuseoftheSoftware.1.5.MajormeansanErrorthatseriouslyaffectsperformanceoftheSoftware,butdoesnotprohibitLicensee’suseoftheSoftware.1.6.MinormeansanErrorthatcausesonlyminorimpacttotheuseoftheSoftware.1.7.PatchmeanstherepairorreplacementofsourceorobjectorexecutablecodeversionsoftheSoftwaretoremedyanError.1.8.PreviousSequentialReleasemeansareleaseoftheSoftwareforuseinaparticularoperatingenvironmentthathasbeenreplacedbyasubsequentreleaseoftheSoftwareinthesameoperatingenvironment.AAAwillsupportaPreviousSequentialReleaseforaperiodofonehundredeighty(180)daysafterthereleaseofthesubsequentrelease.MultiplePreviousSubsequentReleasesmaybesupportedatanygiventime.1.9.SchedulemeanstheschedulesetforthintheOrderFormthatdescribeswhentheServiceswillbeprovided.1.10.SitemeansthesinglecentralizedlocationsetforthintheSchedulewhereAAAwillprovidetheSupportServices.1.11.SoftwaremeanstheapplicationsoftwareprogramslicensedtoLicenseeundertheAgreement.1.12.SupportServicesmeansthemaintenanceandsupportservicesdescribedherein.1.13.SystemmeansthecomputerrunningtheAAAapplicationserverandAAAdatabaseserver.1.14.UpdatemeansallpublishedrevisionstotheDocumentationandone
(1)copyofthenewreleaseoftheSoftwarethatarenotdesignatedbyAAAasnewproductsforwhichitchargesseparately1.15.Workaroundmeansachangeintheproceduresfollowedordatasupplied,toavoidanErrorwithoutsignificantlyimpairingperformanceoftheSoftware.2.0.COVERAGE.InconsiderationforLicensee’spaymentoftheapplicableSupportServicesfeestoAAA,AAAwillprovideLicenseewiththeSupportServicesfortheSoftwarefortheSite.OnlydesignatedLicenseeemployeesmaycontactAAAtoreceivetheSupportServices.LicenseemayacquireSupportServicesforadditionalLicenseesitesbypayingtoAAAtheapplicableannualfee.3.0.AAASOFTWAREMAINTENANCEANDSUPPORTSERVICEOFFERINGS.AAAoffersthefollowingtwo
(2)levelsofAnnualSupportServicesforitsProducts:
EnterpriseSupportPriorityEnterpriseSupport2namedcontacts,2backupcontactsHotLine6AM-6PMPacific1stcalllogviawebonlyDownSystemHotLine7x24Patches4namedcontacts,2backupcontactsUpdatesandEnhancements1stcalllogphoneorwebPriorityLevels:
Urgent,MajorandMinorPatchesUpdatesandEnhancementsPriorityLevels:
AllRegardlessofthelevelofsupport,AAAwillperiodicallyissuePatches,Updates,andEnhancementstoimprovetheoperationofSoftware.AllPatches,UpdatesandEnhancementsprovidedtoLicenseearesubjecttothetermsandconditionsoftheAgreement.4.0.PRIORITYLEVELOFERRORS.AAAshallreasonablydeterminetheprioritylevelofErrorinaccordancewiththefollowingprotocols:
Critical:
4HourResponseTime.AAApromptlyinitiatesthefollowingprocedures:
(1)assignAAAspecialist(s)tocorrecttheError;
(2)provideongoingcommunicationonthestatusofthecorrection;and(3)immediatelybegintoprovideaWorkaroundorPatch.Urgent:
8HourResponseTime.AAAwill:
(1)assignaspecialisttocommencecorrectionoftheError;and
(2)provideescalationproceduresasreasonablydeterminedbyAAASupportstaff.AAAexercisesallcommerciallyreasonableeffortstoincludethePatchfortheErrorinthenextSoftwareUpdaterelease.Major:
2DayResponse:
AAAwill:
(1)assignaspecialisttocommencecorrectionoftheError;and
(2)provideescalationproceduresasreasonablydeterminedbyAAAsupportstaff.AAAmayincludethePatchfortheErrorinthenextUpdate.Minor:
5DayInitialResponseTime/MonthlyUpdateResponse.AAAmayincludethePatchfortheErrorinthenextmajorSoftwarerelease.5.0.TELEPHONESUPPORT.AAAprovidestelephonesupportconcerninginstallationanduseoftheSoftware.Exceptfordesignatedholidays,PriorityEnterprisetelephonesupporthoursareMondaythroughFriday,6:
OOAMto6:
OOPM,PacificTime.TelephonesupportisalsoavailableforPriorityEnterprisecustomers24hoursaday,7daysaweekforin-productioncustomerswhoneedtoresolvedownsproblemsoutsideofnormalsupporthours.6.0.DIALINACCESS.Toprovidetimelyservice,AAArequiresthatLicenseeprovideDial-inAccesstoallsystemscoveredundertheAgreement.IntheeventLicenseedoesnotprovideDial-inAccess,AAAwillnotbeheldliableforfailuretomeettheresponsetimessetforthinSection4above.IfLicenseedoesnotprovideDial-inAccess,AAAmay,atitssolediscretion,electtoprovideon-SitesupporttoLicenseeforErrorsreportedbyLicensee.Insuchcase,LicenseewillreimburseAAAforthereasonabletravelandlivingexpensesrelatedtoon-Sitesupportactivity.7.0.ACCOUNTMANAGER.AAAmayassignanAccountManagertoassistwiththeon-goingsupportrelationshipbetweenAAAandLicensee.LicenseewillreimburseAAAforthereasonabletravelandlivingexpensesoftheAccountManagerforon-Sitesupportactivity.ECSWEB.ECSWebisanon-line,self-servicesystemthatfeaturespostingsbyAAAandAAASoftwareusersregardingtechnicalandnon-technicaltopicsofinterest.LicenseemayaccessECSWebviatheInternet.AtLicensee’sexpense,LicenseeisresponsibleforindependentlyacquiringappropriateInternetaccess.A.AllSoftwaremaintenancereleasesandPatchesmaybedeliveredtoLicenseethroughECSWeborbymailfromAAAuponLicensee’swrittenrequest.AllinformationprovidedbyAAAinECSWebisconfidentialandproprietarytoAAAandshallonlybeusedinconnectionwithLicensee’suseoftheSoftwareandinformationalcommunicationswithotherECSWebparticipants.AAAreservestherighttomodifyinformationpostedtoECSWeb.AAAshallhavetherighttopublishanddistributeonlythroughECSWebinalllanguagesandinassociationwithLicensee’snameanymaterialorSoftwareApplicationsprovidedbyLicenseetoECSWeb.LicenseeshallnotuseECSWebforadvertisingorpublicrelationspurposesandshallonlysubmitinformationtoECSWebwhichisownedbyLicenseeorwhichLicenseehasthirdpartypermissiontosubmittoECSWebforusebyallotherECSWebusers,B.Intheinterestofdiminishingtheexposuretosoftwareviruses,AAAtestsandscansforsoftwarevirusesallinformationenteredbyAAApriortopostinginformationtoECSWeb.LicenseeshallalsouseareliablevirusdetectionsystemonanysoftwareorinformationpostedtoECSWeb,utilizebackupprocedures,monitoraccesstoECSWeb,promptlynotifyAAAofanyvirusdetectedwithinLicensee’ssystemsassociatedwithECSWebandgenerallyexerciseareasonabledegreeofcautionwhenutilizinginformationfromECSWeb.AAAprovidestheECSWebASISanddoesnotwarrantthatECSWebwilloperatewithoutinterruptionorwithouterrors.AAAreservestherighttomodifyorsuspendECSWebserviceinconnectionwithAAA’sprovisionforSupportServices.9.0.FEES.TheinitialperiodofSupportServicesfortheSiteisincludedintheAgreement;thereafter,intheeventLicenseeelectstocontinuetoreceiveSupportServices,LicenseeshallpayAAAtheannualSupportServicesfee,assetforthintheSchedule.SupportServicesarebilledonanannualbasis,payableinadvance.LicenseeshallberesponsibleforalltaxesassociatedwithSupportServices,exclusiveoftaxesbasedonAAA’sincome.Licensee’spaymentshallbeduewithinthirty(30)daysofreceiptoftheAAAinvoice.IntheeventLicenseeelectsnottorenewSupportServicesandsubsequentlyrequestsSupportServices,AAAshallreinstateSupportServicesonlyafterLicenseepaysAAAthethen-currentannualfeeplusallcumulativefeesthatwouldhavebeenpayablehadLicenseenotsuspendedSupportServices.10.0.TERMANDTERMINATION.SupportServicesshallbeprovidedfortheInitialSupportServicesTermassetforthintheSchedule,andshallbeextendedeachadditionalyearunlessterminatedbyeitherparty.Eachone
(1)yeartermshallcommenceontheanniversaryoftheScheduleEffectiveDate.LicenseemayterminatetheSupportServicesprovisionsattheendoftheoriginaltermorattheendofanyrenewaltermbygivingAAAwrittennoticeatleastninety(90)dayspriortotheendofanyterm.IntheeventLicenseefailstomakepaymentpursuanttothesectiontitledFees,orintheeventLicenseebreachestheSupportServicesprovisionsandsuchbreachhasnotbeencuredwithinthirty(30)daysofwrittenreceiptofnoticeofbreach,AAAmaysuspendorcancelSupportServiceswithoutfurthernotice.11.0.EXCLUSIONS.AAAshallhavenoobligationtosupport:
A.Altered,damagedorsubstantially
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