In this Maintenance and Support Agreement, the following definitions have the meanings set forth below:
1. Defined Terms. In addition to the terms defined above, the following terms shall have the following meanings whenever used in this Agreement with initial letters capitalized. Any capitalized term used in this Agreement that is not defined herein shall have the meaning attributed to such term as set forth in the Agreement:
(a) “Help Desk Support” shall mean the Fluence location which initially processes questions and issues raised by authorized users or Customer Contact(s) regarding the availability or functionality of the Service.
(b) “Service” or “System” shall mean the Fluence software suite and platform.
(c) “Customer Contact” shall mean that individual(s) authorized by Customer to be the primary interface with Fluence regarding the Service, and Customer shall provide Fluence with the necessary contact information for this individual.
2. Fluence Support is available to help Customers through its Support Portal via web or email. Fluence will respond to questions or issues regarding the use of the Service and to help identify, verify, and resolve problems with the Service during the following hours.
Monday through Friday, 9:00 a.m. to 5:00 p.m., North America (EST).
Monday through Friday, 9:00 a.m. to 5:00 p.m., Europe (UTC).
Fluence Support Help Center - https://support.fluencetech.com
Fluence Support Email - firstname.lastname@example.org
Upon receipt of notice of an error, Fluence will assign a severity level and respond according to the following criteria:
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