SCHEDULE 4
SUPPORT TERMS
DATE: 21st July 2021
These Support Terms forms part of and is subject to the Services, Software and Support Agreement between lforium Limited, [***] (“lforium”) and Gamart Limited [***] (the “Client”) dated 21st July 2021 (“Client”) and unless stated otherwise is additional to all other Statements of Work and Schedules agreed pursuant to the Agreement.
“24x7” means 24 hours a day, 365 days a year;
“Additional Support Charges” means additional sums which may be charged pursuant to these Support Terms for time spent by lforium on matters not covered by these Support Terms, [***] lforium ‘s [***];
“Additional Support Services” means support services provided other than pursuant to these Support Terms, including but not limited to support services provided where the Error is a Client Error;
“Client Error” means any Error which arises due to any of the circumstances set out in clause 6.1 and 6.2 of this Schedule 4;
“Client Error Reporting Co-ordinator” means the Client person who shall be responsible for reporting Errors to lforium and receiving information on the status and resolution of Errors from lforium;
“Documentation” means the electronic user manual for the Software provided by lforium to the Client either in hard copy or on the media on which the Software is supplied;
“Error” means either (a) failure of the Software to perform in accordance with the Documentation; or (b)a cessation, interruption or degradation of the usual functionality of the Software;
“First Line Support” means the initial diagnosis of issues that may arise with the Software and includes, but is not limited to, the logging of calls received from Players, the provision of assistance and troubleshooting, collection of information relating to the issue, performance of first diagnosis of a problem, the provision of answers to general service and technical questions.
“Maintenance” means the performance of Software maintenance tasks which may be carried out by lforium in accordance with clause 7 of this Schedule 4;
“Maintenance Release” means any corrected version of any of the Software from time to time issued by lforium;
“Priority” means the level of priority assigned to any Error, as set out in clause 4.1; and
“Working Hours” means 9.00am until 6.00pm United Kingdom time, Monday to Friday, excluding bank and public holidays in the UK.
2.1. | In consideration of payment of the Support Charges and subject to the terms and conditions of the Agreement and these Support Terms, lforium shall provide the Support to the Client, which shall include: |