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AT&T Equipment Solutions -Voice CPE Resale and Support Services <br />Addendum To Master Agreement <br />D. AT&T Voice CPE Maintenance Services -- Custom. Custom provided maintenance shall include the Services as <br />agreed to by Parties as described in the document. <br />8. OPTIONAL AT&T VOICE CPE SUPPORT SERVICE PLAN DESCRIPTIONS <br />A. Contact Center Software Support Services Option: <br />If selected on page 2 above, Customer elects to purchase AT&T Software Support Services as additional support to <br />the selected maintenance plan. The additional support is described below: <br />(i) AT&T's software support services may include preventive and/or remedial maintenance, as required by AT&T or <br />its supplier. The software support services may also include technical telephone consultation and diagnostic <br />assistance, problem origination and expedite resolution. Software support services are typically performed <br />remotely. AT&T may provide on-site support services as AT&T deems necessary. AT&T's preventive and <br />remedial software support services obligation hereunder do not include, and is not otherwise obligated to <br />provide software releases, updates, upgrades or maintenance service resulting in Contact Center Software <br />functionality which exceeds that expressly provided in AT&T's or its suppliers' specifications at the time such <br />Software was installed (including Year 2000 functionality). Any software which is at a revision level not supported <br />by the software licensor will be excluded from coverage. <br />(a) Contact Center Software Support Services -Complete. This service option is available with the AT&T <br />Voice CPE Support Services -Complete Maintenance Plan. Customer may request software support service <br />twenty-four (24) hours a day, seven (7) days a week by calling AT&T. If Customer's problem is Severity <br />Level 1 (as described herein), AT&T shall, within two (2) hours after Customer's notification is logged in at <br />AT&T's Data Services Customer Care Center (DSCC), commence error correction activity from a remote <br />location. In the event AT&T does not respond within two (2) hours to Customer's Severity Level 1 (as <br />described herein), the problem will be escalated. If Customer's problem is a Severity Level 2 or 3 (as <br />described herein), AT&T shall use reasonable efforts, within eight (8) business hours after Customer's <br />problem is logged in by the DSCC, to commence error correction activity from a remote location. <br />(b) Contact Center Software Support Services -Essential. This service option is available with the AT&T <br />Voice CPE Support Services -Essential Maintenance Plan. Customer may request maintenance service <br />twenty-four (24) hours a day, seven (7) days a week by calling AT&T. If Customer's problem is Severity <br />Level 1 (as described herein), AT&T shall, within two (2) business hours after Customer's notification is <br />logged in at AT&T's DSCC, commence error correction activity from a remote location. In the event AT&T <br />does not respond within two (2) business hours, during AT&T's Normal Business Day, to Customer's <br />Severity Level 1 (as described herein), the problem will be escalated. If Customer's problem is a Severity <br />Level 2 or 3 (as described herein), AT&T shall use reasonable efforts, within eight (8) business hours, after <br />Customer's problem is logged in by the DSCC, to commence error correction activity from a remote location, <br />during AT&T's Normal Business Day. <br />(ii) Severity Levels Defined <br />(a) Severitv Level 1. Application is inoperative; inability to use application materially impacts Customer's <br />operations. If a bypass procedure is not utilized, AT&T will continue error correction activity according to <br />selected maintenance plan or optionally, on a time and materials basis. In addition, AT&T shall provide <br />verbal status reports on Severity Level 1 errors at intervals of no less than twice per day to designated <br />Customer support representative, until a bypass is found. <br />(b) Severitv Level 2. Application is usable with limited functions. Error condition is not critical to continuing <br />operation. Customer or AT&T has determined the method of work around for the error condition. <br />(c) Severity Level 3. Application is usable, but a minor problem exists. <br />B. Software Release Subscription Services Option (Applies only to specific Nortel products). Customer elects to <br />purchase Software Release Subscription Services as described below: <br />(i) Software Release does not include maintenance coverage on Customer's CPE. Maintenance coverage <br />must be purchased separately. <br />(ii) Software Release Subscription (SRS) provides entitlement to new General Announcement (GA) releases of <br />software as approved for use by AT&T for specified Nortel Networks Enterprise Systems (Nortel) at a fixed price. <br />SRS is anon-transferable, non-refundable contracted service offering, which provides customers access to <br />future major and minor software releases, "like-for-like" with existing customer-owned software for the term of the <br />AT&T and Customer Confidential Information <br />Addendum_Voice_CPE_Support_Services Page 6 of 7 Revision Date 03/10/09 <br />STANDARD <br />