Maintenance & Support
Click&DECiDE Support includes the provisioning of technical support and the provisioning of maintenance: upgrades and updates, as well as service packs and hot fixes when applicable, as defined hereunder.
Click&DECiDE provides Level-3 technical support to Click&DECiDE authorized partners. Click&DECiDE does not provide Level-1 and Level-2 technical support. Click&DECiDE authorized partners are required to provide Level-1 and Level-2 technical support to their customers (Value Added Resellers and/or End-Customers), and qualify all customers’ technical support requests prior to engaging Click&DECiDE Level-3 Support. Click&DECiDE’s direct customers and / or Click&DECiDE authorized partners must have at least two (2) certified, named technical support personnel on staff per territory to ensure Level-1 and Level-2 technical support.
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