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What does the Strand Service and Support Agreement include?

April 26, 2017Agreement service strand support

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What does the Strand Service and Support Agreement include?

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Under the contractual Service and Support Agreement with the customer, Strand will: • Provide telephone support to the customer contact as specified in this agreement between normal business hours from 8:00am to 5:00 pm CST, Monday through Friday, excluding holidays and weekends. • Provide remote Software upgrades within 30 days of release. • Promptly repair or replace (at our option and expense) any failure of the Software to conform to or perform according to the manufacturer’s specifications. • If Strand is unable to repair the Software after a reasonable number of attempts, customer is provided replacement Software. • For major malfunctions, after receiving notification, Strand will use best efforts to have a technician working on the software within twenty-four (24) hours during regular business hours. • Business hours are from 8:00 a.m. to 5:00 p.m. CST, Monday through Friday, excluding holidays and weekends to complete the repairs as soon as practicable.