Maintenance and Support Services

Description of Maintenance and Support Services

Maintenance and Support Services will consist of the following:

          1.) Thalamus will provide technical support to Client as set forth herein.  Client may also initiate a helpdesk ticket via telephone at (408) 837-0295, by emailing customercare@thalamusgme.com or using the support widget on Thalamus’ website www.thalamusgme.com.  Thalamus may change the methods of initiating helpdesk tickets at any time, so long as Client has reasonably equivalent means (in terms of ease and accessibility) to initiate support requests.  All message services may be accessed 24/7, although Thalamus will only be obligated to communicate with Client during Thalamus’s normal business hours (M-F, 7:00am to 7:00pm ET).  When reporting problems experienced with the Products, Client shall provide Thalamus with information reasonably requested by Thalamus, including, without limitation:

                    a.     Company name or Individual name

                    b.     Contact name, email address, and callback number

                    c.     Problem description

                    d.     Date and time problem was detected

                    e.     Error messages

                    f.      Screen shots

          2.) Trouble Tickets and Severity Levels.  Thalamus shall assign a trouble ticket to Client and shall use commercially reasonable efforts to respond to and resolve each trouble ticket according to the Severity Levels set forth below, which shall include using commercially reasonable efforts to meet the Rate of Work and Status Update goals below.  Client acknowledges that due to resource availability and volume of support requests being handled by Thalamus, the goals below are not guarantees.

NOTE:  All times below are durations from the time the incident is reported (i.e. when Thalamus receives a support ticket), and initial response time estimates are only during Thalamus’ normal business hours.

          3.) Supply of such corrections, Updates, and new releases of the licensed Products as Thalamus releases on an on-going basis.  There will be no charge to Client for such new releases of the Products other than any Client-specific customization implementation or configuration services required for the Client in taking advantage of the new release.  There may also be additional services fees associated with applying any Client specific customizations to a subsequent release.